IT ASSOCIATE – CLIENT SUPPORT

DESCRIPTION OF DUTIES / ESSENTIAL FUNCTIONS
The IT Associate – Client Support is responsible for ensuring that all calls and emails to the helpdesk are handled in a timely and professional manner for the Houston Information Technology Services Department. The position may also assist with and perform troubleshooting for a wide variety of applications, hardware and software, including facilitating client support requests to repair, install, move, or change computer hardware, applications and other system requests. The individual resolves most issues over the phone with users and ensures that customers are completely satisfied with their services.

Daily, client support will handle calls and emails regarding anything from network outages, email issues, password resets and other application issues that are supported by HITS. This position works collaboratively with other divisions in the department to resolve issues in a timely manner to ensure complete customer satisfaction.

The IT Associate – Client Support is the first point of contact with the HITS department and creates all service tickets that are sent to other divisions when the work must be sent to another tier or skillsets.

WORKING CONDITIONS
This position is physically comfortable; the individual has discretion about walking, standing, etc. There are no major sources of discomfort in a normal office environment. Significant time spent using computer display, keyboard, and mouse.

MINIMUM REQUIREMENTS
MINIMUM EDUCATION REQUIREMENTS
Requires an Associate's degree in Computer Science, Management and Information Systems (MIS) or a closely related field. Some computer support certifications (such as A+) may be considered as substitution for an Associate's Degree.

MINIMUM EXPERIENCE REQUIREMENTS
No experience is required. Two years of applicable experience may be substituted for the education requirements.

MINIMUM LICENSE REQUIREMENTS
None

PREFERENCES
Previous experience with Service Now Information Technology Service Management software, customer service and call center experience is a plus.

Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.

SALARY INFORMATION
$14.09 - $15.48 Hourly

EEO Equal Employment Opportunity
The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.


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