"Alerted.org

IT PROFESSIONAL - CLIENT SUPPORT

Print (https://www.governmentjobs.com/careers/houston/jobs/newprint/5121850)

Apply



IT PROFESSIONAL - CLIENT SUPPORT

Salary

$60,253.44 - $78,499.98 Annually

Location

16930 John F. Kennedy Blvd.

Job Type

Full Time

Job Number

37454

Department

Houston Airport System

Opening Date

10/27/2025

Closing Date

11/3/2025 11:59 PM Central

+ Description

+ Benefits

+ Questions

POSITION OVERVIEW

Applications will be accepted from: ALL PERSONS INTERESTED

Division/ Section: HAS TECHNOLOGY CYBER SECURITY / HELP DESK

Workdays & Hours: Monday - Friday 8:00 am – 5:00 pm, Occasional Weekend/Holidays (Subject to change)

PURPOSE OF DIVISION

The IT Professional – Client Support ensures operational excellence throughout the Technology Cyber Security/Help Desk of the Houston Airport System (HAS) by providing first and second line support to all system users. Working with other IT management and staff, this position ensures that the operations of the IT Service Desk support Houston Airport System business strategy and priorities at their location or other assigned locations. The IT Professional – Client Support provides Tiers I and II support for desktops, network printing, and supported software and Tier I and II support for business tools. This position provides remote technical support as required along with After Hour Support (on-call rotation schedule). The IT Professional – Client Support has working knowledge with ITIL processes such as Change Management, Problem management, and Incident Management, Knowledge of Microsoft Office products and Windows desktop and server operating systems Active Directory - user, group, computer, and resource management. This position performs assigned tasks to complete simple to moderately complex customer requests for configuration, testing and/or delivery of desktop software applications and standardized Operating Systems components to production desktops. The IT Professional – Client Support will work in a Service Desk, Help Desk, or Call Center environment.

"Must be able to pass a criminal background check, obtain and maintain federally mandated security clearances where required."

PURPOSE OF THE POSITION

The purpose of this position is to build and maintain a modern, efficient, and effective solutions and drive organization in transforming and automating the business processes, tasks, data output and utilization. This position may serve as a Power BI expert in business or functional area for the design, development, maintenance, and enhancements and lead data visualization, data transformation life cycle and process improvement projects. Provides technical documentations, guidance and training to less experience team members and may collaborate with other business units for quality assurance responsibilities.

The duties of the IT Professional – Client Support include but are not limited to:-

CUSTOMER SERVICE: Facilitates client support by phone, email, or chat. Professionally troubleshooting through step-by-step instructions, accessing HAS users’ desktops/laptops remotely to mitigate and resolve issues. May interact with infrastructure, applications, business analysis, IT security, or PMO personnel to perform or coordinate service request. May simulate or recreate simple to moderate user problems to provide solutions but escalates complex problems to other personnel. Function as Tier 2 Support to discern and assign the appropriate support team to resolve the support request. Handles support requests that the first tier of service desk support is unable to diagnose. May participate in an on-call rotation with other client support staff; and keeps request or informed of progress or problem resolution.

ADMINISTRATION: Facilitates management of future or concurrent problems by preparing clear and concise documentation, maintains appropriate categorization of service request by problem type, severity, impact to customers, etc. Follows procedures and standards established by IT Service Desk management.

TEAM EFFORT: Contributes to team effort by promoting a culture of service and excellence.

WORKING CONDITIONS

The position routinely requires lifting of moderately heavy items, such as computers, printers, or records boxes (up to 40 pounds) and/or stooping, bending, very long periods of walking on rough surfaces on a routine basis and extensive use of a video display terminal. There may be sources of discomfort, i.e., outdoor installations, hot/cold temperature and humid/wet conditions. Hands-on environment. May have on-call responsibilities and rotating shifts. Requires the ability to make closely coordinated eye/hand movements within very fine tolerance and/or calibration demands. Operates a motor vehicle.

MINIMUM REQUIREMENTS

EDUCATION REQUIREMENTS

Requires a Bachelor's degree in Computer Science, Management and Information Systems (MIS) or a closely related field.

Information systems-specific technical certifications may be substituted for 1 year of either the education or the experience requirement, as applicable.

Related professional Information Systems, experience may be substituted for the education requirement on a year-for-year basis.

EXPERIENCE REQUIREMENTS

At least five (5) years of technology experience supporting IT applications.

A Master’s degree in Computer Science, Management and Information Systems (MIS) or a closely related field may be substituted for two years of the experience requirement

LICENSE REQUIREMENTS

None

PREFERENCES

Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.

Preferences shall be given to those with the following experience:

+ ITIL knowledge of V3 for Service Desk, Incident, Problem, and Change Management

+ Knowledge of Remote Access software (

+ Knowledge of SCCM,

+ Windows 10/11 installation, configuration, troubleshooting

+ Networking Basics

+ Understanding of IP addressing, DNS, DHCP

+ Troubleshooting LAN/Wi-Fi issues

+ VPN configuration and troubleshooting

+ Ticketing Systems

+ Familiarity with ITSM platforms like:

+ ServiceNow

+ Jira Service Desk

+ Zendesk

+ BMC Remedy

+ Remote Support Tools

+ Knowledge of tools like:

+ TeamViewer

+ AnyDesk

+ Remote Desktop Connection (RDP)

+ Beyond Trust (old Bomgar)

+ LogMeIn

+ Microsoft Quick Assist

GENERAL INFORMATION

SELECTION / SKILLS TESTS REQUIRED

The selection process will involve application review and/or interview. Department may administer skills assessment test.

SAFETY IMPACT POSITION – YES

If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

SALARY INFORMATION

Factors used in determining the salary offered include the candidate’s qualifications as well as the pay rates of other employees in this classification.

PAY GRADE: 20

APPLICATION PROCEDURES

Only online applications will be accepted for this City of Houston job and must be received by the Human Resources Department during active posting period. Applications must be submitted online at: www.houstontx.gov .

To view your detailed application status, please log-in to your online profile by visiting: http://agency.governmentjobs.com/houston/default.cfm or call (281-233-1842).

If you need special services or accommodations, call (281) 233-1842). (TTY 7-1-1). If you need login assistance or technical support call 855-524-5627.

Due to the high volume of applications received, the Hiring Department will contact you directly, should you be selected to advance in our recruitment process.

All new and rehires must pass a pre-employment drug test and are subject to a physical examination and verification of information provided.

EOE Equal Opportunity Employer

The City of Houston is committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, genetic information, veteran status, gender identity, or pregnancy.

The city offers a competitive benefits program, including competitively priced health coverage and a defined contribution pension plan. Benefits include:

+ Medical

+ Dental

+ Vision

+ Wellness

+ Supplemental Insurance

+ Life insurance

+ Long-term disability

+ Retirement pension

+ 457 deferred compensation plan

+ Employee Assistance Program

+ 10 days of vacation each year

+ 11 city holidays, plus one floating holiday

+ Compensable Sick Leave

+ Personal Leave

+ Flexible schedules

+ Hybrid-Telework for eligible positions

+ Professional development opportunities

+ Transportation/parking plan

+ Section 125 pretax deductions

+ Dependent Care Reimbursement Plan

+ Paid Prenatal, Parental and Infant Wellness Leaves

+ Healthcare Flexible Spending Account

For plan details, visit http://www.houstontx.gov/hr/benefits.html

01

Are you a veteran who served on active duty in the Armed Forces (United States Army, Navy, Air Force, Marine Corps, or Coast Guard) for more than 90 consecutive days and received either an honorable discharge or a general discharge under honorable conditions?

+ Yes

+ No

02

Are you a Houston Airport System employee?

+ Yes

+ No

03

What is the highest level of education you have completed?

+ High School Diploma/GED

+ Associate's Degree

+ Bachelor's Degree

+ Master's Degree

04

Please indicate the degree concentration you obtained ("See Resume" is not acceptable, if statement does not apply, please insert N/A)

+ Computer Science

+ IT - Computer Support Specialist

+ Computer Desktop and Network Support

+ Management and Information Systems (MIS)

+ Other

+ No degree

05

How many years of experience do you have working in technology providing end-user support in an IT Service Desk environment?

+ Less than 3 Years

+ 3 years to less than 5 years experience

+ 5 years to less than 7 years experience

+ 7 years to less than 9 years experience

+ 9 years to years less 10 years experience

+ 10 years experience and beyond

06

Work setting Experience: check all that you have "verifiable" work experience with. Which system- specific technical certification are you proficient in? (Please upload your certification)

+ Comptia A+

+ Comptia Network +

+ VMWARE Specialist Certificate

+ Microsoft Certified Windows Virtual Desktop Specialty

+ Dell Technologies Certification

+ Other

+ I do not have a certification

07

Work setting experience: please check all you have experience with.

+ Service Now or other ticketing system

+ Dell Command Update Suite

+ Microsoft System Center Configuration Manager

+ Microsoft PowerShell

+ Microsoft Windows OS platforms

+ Windows Active Directory Group Policy Object (GPOs) management

+ None of the above

08

Which of the following end-user tools do you have experience with? (Check all that apply)

+ Win 10

+ Office 365

+ Power Shell/Scripting

+ Software Packaging

+ Virtual Desktop Infrastructure

+ None of the above

09

How many years of supervisory experience in the area of Information System and/or Project Management do you have?

+ Less than 1 year

+ 1 to 3 years

+ 3 to 6 years

+ 6 to 9 years

+ 10 years or more

+ No experience

10

What industry have you work for? Please check all that applies.

+ Airline

+ Private Aviation

+ Corporate Commercial

+ Government

+ Other

11

Please briefly describe how you would evaluate the following employee action: An employee suggests that procuring new hardware would help them increase their performance. How do you respond, and how would evaluate their request? (see "resume" is not acceptable, if no experience, please insert N/A)

12

Please briefly describe how you would deploy a new desktop machine that just arrived for a new manager?

13

Please briefly describe how you would resolve a user complaint that their computer is “slow”?

Required Question