City of San Antonio
San Antonio, TX (Thompson Community area) | United States
Job Title IT Service Desk Specialist I
from the City of San Antonio
Overview The City of San Antonio is seeking an
IT Service Desk Specialist I
to provide technical support to end-users. This role requires interacting with end-users to resolve routine IT issues and provide application or system support within documented procedures.
Job Description Location: 638 Davy Crockett Rd, San Antonio, TX 78226
Work Hours: 7:45 a.m. – 4:30 p.m., Monday–Friday
Job Summary: Under general supervision, the position interacts with end-users to provide technical support in response to routine customer requests. Provides first level of contact and responds to requests for general IT support based on service level agreements, escalating when necessary. Exercises no supervision.
Essential Job Functions
Provides first point of contact via phone, Instant Message, and email requests. Monitors service-level objectives to ensure requirements are met or exceeded.
Responds to and performs successful first-call resolution to agreed metrics.
Assesses, triages, and escalates tickets when appropriate and completes follow up procedures.
Administers call data entry into the tracking system, including logging, categorizing, and closing out requests.
Utilizes remote technologies to resolve issues.
Performs procurement activities aligned with IT service best practices.
Schedules on-site service calls with service providers and vendors and assists with walk-up desk tickets as needed.
Conducts user account provisioning including the creation, management, and maintenance of end-user access and rights to resources.
Supports and contributes to documented procedures, processes, and checklists.
Summarizes information and documents solutions to common problems and responses to frequently asked questions.
Performs related duties and fulfills responsibilities as required.
Job Requirements
Associate degree from an accredited college or university
One (1) year of related work experience, education, or training
Preferred Qualifications
Bachelor degree from an accredited college or university
Knowledgeable of BMC Remedy
Knowledgeable of SNOW
Knowledgeable of incident tracking system
Experience with remote tools assessing and escalating
A+ Certification
Knowledge, Skills, and Abilities
Knowledge of fundamental technology concepts, practices, and procedures
Knowledge of simple to complex hardware and software products
Skill in problem solving/troubleshooting
Skill in interpersonal professional communications
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. CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, and automatic participation in a pension program 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
Note
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.
Keywords: San Antonio jobs
Closed Date: 2025-10-31
Company Info: City of San Antonio, San Antonio, TX (Thompson Community area), United States
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Job Title IT Service Desk Specialist I
from the City of San Antonio
Overview The City of San Antonio is seeking an
IT Service Desk Specialist I
to provide technical support to end-users. This role requires interacting with end-users to resolve routine IT issues and provide application or system support within documented procedures.
Job Description Location: 638 Davy Crockett Rd, San Antonio, TX 78226
Work Hours: 7:45 a.m. – 4:30 p.m., Monday–Friday
Job Summary: Under general supervision, the position interacts with end-users to provide technical support in response to routine customer requests. Provides first level of contact and responds to requests for general IT support based on service level agreements, escalating when necessary. Exercises no supervision.
Essential Job Functions
Provides first point of contact via phone, Instant Message, and email requests. Monitors service-level objectives to ensure requirements are met or exceeded.
Responds to and performs successful first-call resolution to agreed metrics.
Assesses, triages, and escalates tickets when appropriate and completes follow up procedures.
Administers call data entry into the tracking system, including logging, categorizing, and closing out requests.
Utilizes remote technologies to resolve issues.
Performs procurement activities aligned with IT service best practices.
Schedules on-site service calls with service providers and vendors and assists with walk-up desk tickets as needed.
Conducts user account provisioning including the creation, management, and maintenance of end-user access and rights to resources.
Supports and contributes to documented procedures, processes, and checklists.
Summarizes information and documents solutions to common problems and responses to frequently asked questions.
Performs related duties and fulfills responsibilities as required.
Job Requirements
Associate degree from an accredited college or university
One (1) year of related work experience, education, or training
Preferred Qualifications
Bachelor degree from an accredited college or university
Knowledgeable of BMC Remedy
Knowledgeable of SNOW
Knowledgeable of incident tracking system
Experience with remote tools assessing and escalating
A+ Certification
Knowledge, Skills, and Abilities
Knowledge of fundamental technology concepts, practices, and procedures
Knowledge of simple to complex hardware and software products
Skill in problem solving/troubleshooting
Skill in interpersonal professional communications
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. CoSA offers subsidized health care benefits for active and retired employees, paid disability benefits, paid life insurance, and automatic participation in a pension program 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
Note
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.
Keywords: San Antonio jobs
Closed Date: 2025-10-31
Company Info: City of San Antonio, San Antonio, TX (Thompson Community area), United States
#J-18808-Ljbffr