Position
Help Desk Technician
Position Summary

Under the general direction and supervision of the Help Desk Team Lead, provides support to internal and external customers for both software and hardware. The Help Desk Technician will work in the office Monday through Friday during normal business hours; overtime, including nights or weekends on occasion.

Essential Duties
  • Serve as the first point of contact for employees seeking technical assistance over the phone or email
    • Perform initial troubleshooting through diagnostic techniques and pertinent questions
    • Determine the best solution based on the issue and details provided by staff
    • Walk the customer through the problem-solving process
    • Direct unresolved issues to the next level of support personnel
  • Follow-up and update employees on issue status and information
  • Pass on any feedback or suggestions by staff to the appropriate personnel
  • Identify and suggest possible improvements on procedures
  • Performs a variety of network administration tasks to include:
    • Microsoft Windows support,
    • User account administration
    • Backup and tape inventory management
    • Software and hardware installation
    • Maintenance and upgrades
    • Equipment relocation
    • Phone system support.
  • Provides support for job submissions, report printing, data imports and exports, processes entity data requests, and maintains supply inventory.
  • Perform all other duties as assigned.
Requirements/Additional Responsibilities

• Must be authorized to work in the US.

Education and/or Experience

Minimum Education and/or Experience

• A minimum of two (2) years of Information Technology experience or a combination of formal education, and experience.
• Customer Service experience in a stressful environment; in person and on the phone

Preferred Education and/or Experience

• CompTia A+ Certification
• Knowledge of Network Management
• Phone System and call accounting experience
• Back End Processing
• Backup experience

Knowledge, Skills, and Abilities

• Working knowledge of Microsoft Windows, Microsoft Office applications (especially Word, Excel, Outlook)
• Ability to communicate effectively orally and in writing.
• Ability to assess information, ask questions, make decisions, manage time effectively, and execute tasks.

Physical Requirements

Must be able to sit or stand for extended periods, bending, kneeling, reaching and twisting the upper body. Must use hands for data entry much of the workday. Must be able to hear and speak both in person and by phone. Must be able to see and read fine print and lift 30 pounds. This position is subject to stress caused by a changing public environment, organizational diversity, heavy workload, and mandatory deadlines. Moderate stress levels are consistent with occasional significant stress.

Work Environment

An indoor and outdoor setting. Frequent exposure to computer monitors and interfacing with the public. This job is not subject to significant occupational or environmental hazards.

DISCLAIMER

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, or working conditions associated with the position. While this list is intended to accurately reflect the current position, TCAD reserves the right to revise the functions and duties of the positions or to require that additional or different tasks be performed when circumstances change (e.g., emergencies, staff shortages, workload changes, or technological developments).

The Travis Central Appraisal District is an equal opportunity/affirmative action employer. The Travis Central Appraisal District does not discriminate on the basis of
race, color, sex, sexual orientation, gender identity, religion, disability, age, genetic information, military service, AIDS or HIV status, ancestry, national or ethnic
origin and any other characteristic protected by law.

Resumes are welcome, but applicant must submit a completed employment application before an interview will be granted.

Date
June 2024
Job No.

2024132200

Employment Type
Full-time
Status

Non-exempt, Pay Grade 4

Department
Information Technology
Reports To
Help Desk Team Lead
Job Location
Austin, TX
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