Customer Support Supervisor ID-8687
Job Summary
Provides technical lead skills to customer support analysts and countywide internal Information Technology technical support staff. Provides first through third level technical support for desktop hardware and software problems.Consults with Information Technology users for all aspects of end-user computing and desktop-based LAN systems software. Serves as a liaison to other technical support groups or vendors. Documents solutions to problems and develops end-user guidelines.
Distinguishing Characteristics
This is a job classification within the Information Technology job family. Functions as a technical expert and lead providing complex technical assistance to other Information Technology technical support staff. Consults with Information Technology users for all aspects of end-user computing and desktop-based local area network (LAN) systems software. This classification may require a flexible work schedule, after hours, or weekend workin order to meet the needs of the department.
Duties and Responsibilities
- Monitors incoming ticket queues and works, assigns, or escalates as appropriate.
- Provides remote desktop support and assistance, using various remoting applications.
- Provides technical assistance and guidance to other team members and support staff.
- Conducts advanced diagnostics and troubleshoots system software and hardware (desktops, notebooks, printers, and other peripherals).
- Maintains and troubleshoots user accounts and ensures remote access capability for desktops and laptops.
- Works the Call Center, logging calls, providing first- and second-level technical assistance to users and other Information Technology technicians. Documents call problems and resolution.
- Communicates critical outages to appropriate staff and monitors progress for resolution.
- Creates and reviews Knowledge Base articles used by technical teams.
- Performs other job-related duties as assigned.
Minimum Requirements
Education and Experience:
Bachelor's degree in Computer Science, Information Systems or a directly related field AND seven (7) years of related work experience, including one (1) year of management, supervisory or team lead experience;
OR,
Any combination of education and experience that has been achieved and is equivalent to the stated education and experience and required knowledge, skills, and abilities sufficient to successfully perform the duties and responsibilities of this job.
Licenses, Registrations, Certifications, or Special Requirements:
Valid Texas Driver's License.
Preferred:
Microsoft Certified Systems Engineer (MCSE); OR
Microsoft Certified Professional (MCP); OR
CompTIA A+ Certified
Knowledge, Skills, and Abilities:
Knowledge of:
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Remote Data Entry, $45/hr, Weekend Job, College Student
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Virtual Assistant, $42/hr, Evening, Remote, College Student
Live Chat Support, $45/hr, Part-Time, Remote, No Degree
Data Entry, $50/hr, Remote, Evening Job, College Student
Virtual Assistant, $40/hr, Weekend, Remote, No Experience
Remote Phone Job, $42/hr, Night Shift, College Student Friendly
Remote Customer Support, $45/hr, No Degree, Evening Job
Virtual Assistant, $50/hr, Part-Time, Remote, Weekend Job
Data Entry, $40/hr, Evening Job, No Experience, Remote
Remote Live Chat, $42/hr, Weekend, No Degree, Part-Time
Virtual Assistant, $45/hr, No Experience, Remote, Night Job
Phone Job, $50/hr, Remote, Part-Time, College Student
Remote Data Entry, $42/hr, Evening/Night Job, No Experience
- Network operating systems, desktop operating systems, user applications and system integration.
- Software and hardware (desktops, notebooks, printers and peripherals) installation, testing and deployment.
- Microsoft Endpoint Manager
- Network administration, monitoring and troubleshooting.
- Federal, State, Local and County applicable laws, rules, regulations and guidelines.
- Management and supervisory principles, practices and techniques.
- Standard practices in area of assignment.
- May be required to develop knowledge of and adhere to federal and state laws requiring the confidential handling of certain health information.
Skill in:
- Explaining complicated technical problems in simple non-technical language.
- Supervising operations personnel in operation of different computer systems and peripheral equipment.
- Problem-solving and decision-making.
- Both verbal and written communication.
Ability to:
- Provide support for desktop hardware and software problems as well as LAN/WAN problems, frequently interfacing with vendors to resolve third level issues.
- Perform highly complex software and hardware diagnostics and troubleshooting.
- Work independently with limited supervision and direction.
- Demonstrate strong customer services skills.
- Work efficiently both independently and as part of a team.
- Reason and make judgments and decisions.
- Establish and maintain effective working relationships with departmental clientele, representatives of outside agencies and providers, other County employees and officials, and the general public.
Work Environment & Other Information
Physical requirements include the ability to lift/carry up to 35-40 pounds occasionally, visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment. Subject to standing, sitting, walking, climbing, crawling, bending, stooping, crouching, kneeling, pushing, pulling, reaching, twisting, balancing, repetitive motion, and squatting to perform the essential functions. Subject to exposure to variations in extreme heat, cold, mechanical, fume/odor, and dust/mites.
Travis County employees play an important role in business continuity. As such, employees can be assigned to business continuity efforts outside of normal job functions.
Work Hours: 8 am - 5 pm, Monday -Friday. May work some holidays, some nights, some weekends
Location: 700 Lavaca
Department: Information Technology
Criminal background check, Driving, Education, and Employment verification required.
This job description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and overtime eligibility may vary based on the specific tasks assigned to the position.
Benefits
Employment at Travis County comes with a full array of benefits. We offer comprehensive health insurance, a no-cost, on-site Health and Wellness clinic, longevity pay, paid vacations, sick time and personal holidays, not to mention an industry competitive salary structure and a friendly, stable work environment.
FY2025 Travis County Benefit Guide
In this valuable you will find benefit summaries, eligibility requirements, costs, contact numbers and addresses as well as other general information on the benefits available to Travis County Employees and Retirees.
Credit Union
Employees may join the Travis County Credit Union which offers low-interest loans, savings plans through payroll deduction, safe deposit boxes and other benefits.
Deferred Compensation
Employees may enroll in a tax- free sheltered investment plan through payroll deduction.
Direct Deposit
Employees may sign up for direct bank deposit.
Employee Assistance Program
Travis County provides a confidential counseling and referral service free of charge to county employees and their family.
Employee Organizations
Membership in the American Federation of State, County, and Municipal Employees Union is available through payroll deduction.
Employee Health & Wellness Clinic
Employees may access the clinic for a variety of wellness program and health care services with no co-pay, no deductible and no co-insurance costs.
Holidays
An average of eleven paid holidays are designated by the Travis County Commissioners Court at the beginning of each fiscal year.
Insurance
Employees may select from four plans: an Exclusive Physician Organization (EPO), Choice Plus Preferred Physician Organization (PPO), Consumer Choice or a High Deductible Health Plan (HDHP) with a Health Savings Account (HSA). All four options include a Pharmacy Plan. Travis County's current policy is to pay 100% of the employee's health insurance premium for the Consumer Choice and HDHP. Employees will pay a premium for both the EPO and PPO. Other insurance benefits include $50,000 Basic Life and AD&D paid by the County.
The following benefits are employee paid:
- Dental
- Vision
- Supplemental Life, AD&D
- Dependent Life
- Short Term Disability
- Long Term Disability
- Long Term Care
New employees are covered on the first day of the month following 28 calendar days of employment.
Longevity
Longevity pay is paid for each year completed after three years of continuous service. Peace Officers in a law enforcement activity, whose job requires state peace officer certification, receive pay after one year of certification.
On the regular payday on or after the employee's fourth and subsequent adjusted service dates, he or she receives a single payment for the previous year.
Parking
A limited number of assigned parking spaces are available to employees in the Courthouse Complex.
Personal Holidays
Regular, full-time employees are eligible for up to three paid personal holidays each calendar year. Part-time employees shall be granted personal holidays on a prorated basis. New employees earn personal holidays for the calendar year in which he/she begins employment, based on the month in which employment begins:
January - March
3 personal holidays
April - June
2 personal holidays
July - September
1 personal holiday
October - December
None
New employees are eligible to take personal holidays after 90 days of employment.
Retirement
Travis County is a member of the Texas County & District Retirement System with mandatory participation by certain classes of employees. Seven percent (7%) of the gross salary is deducted each pay period. An employee is fully vested after eight years of service. Benefits are prorated for part-time employees.
Sick Leave
Regular employees earn sick leave at a rate of eight hours per month with unlimited accrual during employment. Part-time employees earn sick leave on a pro-rated basis.
Parental Leave
Each Full-time Paid Parental Leave Eligible (PPL) Employee is entitled to a total of 320 hours of Paid Parental Leave in a 12 month period. Paid Parental Leave for Part-time PPL Eligible Employees is prorated based on the number of hours that they are regularly scheduled to work.
Tuition Refund
Certain classes of full-time employees may receive reimbursement for fees associated with pre-approved, job related course work completed satisfactorily.
Vacation
Based on years of county service, regular, full-time employees earn vacation time at the following rates:
0 to 5 years
4.0 hours per pay period
6 to 10 years
4.5 hours per pay period
11 to 15 years
5.0 hours per pay period
16 to 20 years
5.5 hours per pay period
21 plus years
6.0 hours per pay period
Part-time employees earn vacation leave on a pro-rated basis.
Workers' Compensation
The county provides all employees workers' compensation coverage with benefits in accordance with state statute, if the employee sustains an injury out of, or in the course of work
