Under general supervision, interacts with end-users to provide technical support in response to escalated issues. Provides specialized knowledge and expertise for application or system issues reported by the customer or other IT personnel, and if necessary, escalates the problem to the appropriate level of expertise. Provides training and mentoring to staff. Exercises no supervision.

Work Location
683 Davey Crockett - Alamo Regional Security Operation Center (ARSOC), San Antonio, Texas 78226

Work Hours
7:45 a.m. - 4:30 p.m., Monday - Friday; work schedule subject to change based on mission needs

• Provides first point of contact via phone, Instant Message and email requests, utilizing remote technologies to resolve escalated issues. Triages and determines need to escalate issues when appropriate.
• Completes successful first-call resolution to agreed metrics.
• Assesses, triages, and escalates tickets when appropriate and completes follow up procedures to obtain missing information; communicates service status.
• Obtains and evaluates all relevant information to handle product and service inquiries within Service Level Agreement.
• Administer call data entry into the tracking system, including logging and categorization of requests, model execution in appropriate time frames, and closing out service requests.
• Realizes and identifies opportunities for automation and advance these opportunities to Engineers.
• Implements procurement activities aligned with IT service best practices and procedures and are well-known and followed by end-users and business / IT units.
• Monitors asset management and procurement for service desk sites; includes but is not limited to hardware and software installation, troubleshooting, and training.
• Schedules on-site service calls with service providers and vendors and tracks completion of walk-up desk tickets as needed.
• Monitors request fulfilment support, including logging and categorization of requests, model execution in appropriate time frames, tracking and determining points of necessary escalation, and closing out service requests. Monitors service-level objectives to ensure that requirements are met or exceeded.
• Analyzes missing information of service requests; completes follow up procedures to obtain missing information; communicates service status.
• Monitors status of outstanding service requests. Completes escalation of service request issues and deals with escalation.
• Oversees user account provisioning including the creation, management and maintenance of end-user access and rights to resources.
• Performs related duties and fulfills responsibilities as required.

• Associate degree from an accredited college or university.
• Three (3) years of related work experience.
• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and Family Violence Convictions.

• Bachelor degree from an accredited college or university, with concentration in Computer Science, Business, or a related field.

• If selected for this position, official transcripts, diplomas, certifications and licenses must be submitted at the time of processing. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Please be advised that if selected for this position, information regarding employment history as it relates to the qualifications of the position will be needed for employment verification. Applicants claiming military service to meet the experience requirement for this position may attach a DD214 to the application.
• Unless otherwise stated, applicants are permitted to substitute two years of related full-time experience for one year of higher education or one year of related higher education for two years of experience in order to meet the minimum requirements of the job. One year of full-time experience is defined as 30 or more hours worked per week for 12 months. One year of higher education is defined as 30 credit hours completed at an accredited college or university.
• Applicants selected for employment with the City of San Antonio in this position must receive satisfactory results from pre-employment drug testing and background checks. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

• Knowledge of complex hardware and software products, technology concepts, practices, and procedures
• Skill in interpersonal professional communications
• Skill in problem solving and troubleshooting
• Ability to learn quickly and troubleshoot situations
• Ability to effectively interact with end-users
• Ability to effectively function in a fast-paced work environment
• Ability to perform all the essential functions of the position, with or without accommodations
• Ability to work primarily in an office environment

Benefits Information
The City of San Antonio (CoSA) strives to provide a competitive compensation and benefit package to attract and retain a highly skilled workforce. To accomplish this, CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, as well as automatic participation in a pension program which is currently matched two to one.

For more detailed information, please click on the following link to view Benefits offered by the City of San Antonio:
http://www.sanantonio.gov/hr/employee_information/benefits/index.asp

• Part-Time, Temporary, and non-City positions are not eligible for CoSA Benefits.
• Holiday and Leave benefits for Pre-K 4 SA positions may be different than what is listed at the above link.

Additional Information
The City Of San Antonio is an Equal Opportunity/Reasonable Accommodation Employer. This means that the City does not discriminate on the basis of race, religion, sex (gender), age, disability, national origin, genetic information, or sexual orientation. All individuals are encouraged to apply and compete for jobs with the City of San Antonio.

If you require assistance at any stage of the application process due to a disability, please contact the Human Resources Department so that accommodations may be made to meet your needs. Our telephone number is 210-207-8705 and our fax number is 210-207-2285.