WORK DESCRIPTION:

Austin Energy’s Edge Device Team is an agile department moving from a break fix environment to a managed desktop infrastructure by implementing standardized desktops, along with a feasible hardware/software lifecycle. This position will have heavy emphasis on Audio Video support in Cisco WebEx conference room environments.

NOTE: This contractor will work a flexible work schedule anywhere between the hours of 6:00AM-10:00PM depending on the need. This position will be responsible for covering late night and weekend mandatory meetings 6-7 days out of the month while still working 40 hours a week.

This position will also participate in the rotating on-call schedule no more than 6 times during the fiscal year. They will be required to be on call for a week (24/7) and will be compensated a flat fee $216.00 stipend when on call. While on call, if they work any hours after their normal work schedule, they will be paid time for time (not to exceed 15 hours during a fiscal year).

Primary Roles and Responsibilities

Audio Video
- Provide hands on support for users at onsite meetings
- Regulates sound inputs and feeds and/or coordinates audio feeds with live broadcasts and recordings.
- Troubleshoots and performs repairs and routine cleaning of audio and video equipment.
- Sets up, hauls, loads, and unloads equipment; operates cameras, lighting equipment, teleprompters, microphones, and other audio equipment; and monitors and adjusts equipment during recording sessions.
- Constructs and position sets, lighting equipment, and other City equipment and property.
- Determines video production equipment needs and makes recommendation for purchases.
- Research technology solutions to address video production needs.
Technical Support
- Provide end-to-end coordination of outages
- Gather/verify caller contact information
- Log tickets (from phone calls, e-mail, voicemail, walk-ins) with appropriate content, priorities, impact, etc.
- Triage and troubleshoot customer calls; Escalation point as Tier 1/2 Support
- Support Microsoft SCCM
- Perform enterprise desktop installations and updates via managed services
- Perform call-backs within target-response-times
- Provide support of Microsoft desktop suite of applications (such as Office, IE, etc.)
- Monitor Service Desk queues
- Update/escalate tickets as appropriate
- Monitor systems for problems/alerts
- Systems Administration
- Perform systems/accounts administration within target-response-times
- Assist with conference room Exchange calendars
Documentation – systems and processes
- Document, test, and publish processes/procedures
- Participate in developing and testing knowledge management content (knowledgebase)
- Assist Service Desk resources with knowledge management activities

Training & Development
- Attend product training as deemed appropriate
- Achieve technical certifications as determined by IT management
- Maintain awareness of AE IT quality programs and standards

WORKER SKILLS AND QUALIFICATIONS (Required)

Minimum (Required): insert specific minimum skills for this Contract Position)

Years	Skills/Experience
4-7	Setting up and maintaining A/V equipment
4-7	Perform installs of A/V equipment
4-7	Install and maintain hardware and/or software for desktop systems
1	Troubleshoot computer, printer problems
2	Provide professional technical customer service to users.
2	Schedule, document, and close work orders via support software
	Valid Texas Class C Driver License.

Preferred (Optional): insert specific preferred skills for this Contract Position)

Years	Skills/Experience
1	Perform Advanced System administration duties, e.g. adding user accounts, group policy Management, packaging and deploying software
1	Track and monitor company technology asset inventory
1	Computer certification

Job Listing

Support Technician DAG2312

Austin, TX

WORK DESCRIPTION:

General Application

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