OAG - Information Technology Services | IT Support Specialist I-III | 26-0056

GENERAL DESCRIPTION
The Information Technology Services Division is looking for an experienced and motivated Service Desk Technician that can perform a host of end-user technical support activities. In this role, the ideal individual will have excellent technical, communication, and customer service skills, and demonstrate the ability to collaborate across teams. The position requires actively resolving customer requests and incidents, taking ownership of the customer relationship, maintaining and improving service knowledge, and providing an efficient and quality experience for our customers. Information Technology Services is committed to providing the very best, value-driven IT services to support the mission of the Office of the Attorney General. We believe that by having talented people in the right place, effectively utilizing new tools and technologies, we can empower the agency to better serve the people of Texas.

Unusual Working Conditions: During the biennium, critical target dates for the completion of work projects or gathering information to respond to questions from internal management, other state agencies, or state legislators may require the need to work extra hours.

The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas.  As the State’s law firm, the OAG provides exemplary legal representation in diverse areas of law.  OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.

• ESSENTIAL POSITION FUNCTIONS
• Systems Support Specialist I:
• Monitors Service Desk calls, emails, faxes, or web requests and ensures each issue is recorded in the Service Desk ticketing system; works basic issues to resolution; or escalates the incident to the next level of support
• Performs technical duties including the unpacking, installing, set up, maintaining, and support of computer software, hardware and peripherals
• Provides technical support to assigned division's software and all agency standard software
• Maintains hardware and software security controls
• Trouble-shoots and resolves operational problems
• Configures or re-configures desktop computers and printers
• Provides training and assistance to network users or other System Support Specialist
• Trouble-shoots and performs hardware repair work including, but not limited to, assembling and disassembling personal computers, adding components, configuration
• Reviews and recommends the purchase of new data processing hardware and/or software
• Assists with or manages special projects
• Performs related work as assigned
• Maintains relevant knowledge necessary to perform essential job functions
• Attends work regularly in compliance with agreed-upon work schedule
• Ensures security and confidentiality of sensitive and/or protected information
• Complies with all agency policies and procedures, including those pertaining to ethics and integrity

Systems Support Specialist II – All the above functions for a Systems Support Specialist I, PLUS:

• Provides customer service and answers user inquiries regarding computer software, hardware operation, and the useand interface of systems and software applications. Accepts ownership for effectively solving customer issues
• Aids in the support and maintenance of various system applications
• Troubleshoots and resolves computer-related issues
• Perform routine testing and troubleshooting of conference room hardware
• Sets up equipment for employee use and performs or ensures proper installation of cables, operating systems, or appropriate software
• Develops and updates procedural documentation, training manuals, and knowledge articles in support of service desk technician and end-user activities
• Installs, maintains, moves, and assists in testing and upgrading new and existing hardware or software
• Documents the daily data communication transactions, problems, remedial actions taken, and installation activities
• Maintains records of daily data communication transactions, problems, remedial actions taken, and installation activities
• Maintains records of daily data communication transactions, problems, remedial actions taken, and installation activities
• Maintains appropriate security controls over software
• Manage inbound and outbound calls in a timely manner
• May assist in the review and recommendation of the procurement and inventory of information resources hardware or software

Systems Support Specialist III - All the above functions for a Systems Support Specialist II, PLUS:

• Provides end-user support and management of workstations and applications in an enterprise environment, including deployment of desktops, laptops, applications, and peripherals
• Analyzes user requirements and provides advice concerning the efficient use of information technology systems
• Develops, documents, and effectively communicates processes, procedures, and techniques to users and colleagues
• Establishes and ensures that appropriate security controls over workstations and software are maintained
• Documents the daily data communication transactions, problems, remedial actions taken, and installation activities
• Aids in the design, development, and maintenance of various operational processes
• Troubleshoots and resolves complex computer-related problems
• May train others 

Minimum Qualificationssystems Support Specialist I:

• Education: Graduation from high school or equivalent
• Experience: One year of full-time experience working in the following (or closely related) fields: providing support and operational assistance to end users in a network environment, unpacking, installing, setting up, maintaining, and supporting computer software or hardware, resolving operational problems, performing hardware repair work, or closely related systems support experience; may substitute thirty credit hours from an accredited college or university for the required experience on a year-for-year basis
• Experience using WordPerfect, MS Office Suite
• Working knowledge of Windows operating systems
• Knowledge of personal computers, components, printers, and microcomputers terms
• Strong phone and verbal communication skills along with active listening
• Skill in handling multiple tasks, prioritizing, and meeting deadlines
• Skill in effective oral and written communication
• Skill in exercising sound judgment and effective decision making
• Ability to receive and respond positively to constructive feedback
• Ability to work cooperatively with others in a professional office environment
• Ability to provide excellent customer service
• Attends work regularly in compliance with agreed-upon work schedule. Telework schedules are permitted for employees based on the agency’s approved Telework Plan, if schedule does not adversely affect operations and service levels, and standard hours of operation are maintained.
• Ability to arrange for personal transportation for business-related travel
• Ability to work more than 40 hours as needed and in compliance with the FLSA
• Ability to lift and relocate 30 lbs.
• Ability to travel (including overnight travel) up to 5%

Systems Support Specialist II – All the above qualifications for a Systems Support Specialist I, PLUS:

• Experience: One additional year of full-time experience working in the following (or closely related) fields: providing support and operational assistance to end users in a network environment, unpacking, installing, setting up, maintaining, and supporting computer software or hardware, resolving operational problems, performing hardware repair work, or closely related systems support experience; may substitute sixty credit hours from an accredited college or university for the required experience on a year-for-year basis
• Previous experience in a customer support role
• Knowledge of the practices, principles, and techniques of computer operations; of information systems; of computer software and hardware; of information security policies and procedures; and of local and wide area networks.
• Skill in the use and support of computers, in the use of applicable programs and systems, and in troubleshooting information systems
• Ability to operate information technology systems, to troubleshoot and repair equipment, to communicate effectively, and to train others

Systems Support Specialist III – All the above qualifications for a Systems Support Specialist II, PLUS:

• Experience: One additional year of full-time experience (to total 3 years) working in the following (or closely related) fields: computer science, information technology, management information systems, technical support experience working in a network environment; may substitute ninety credit hours from an accredited college or university for the required experience on a year-for-year basis

Preferred Qualificationssystems Support Specialist I:

• Education: Associate degree
• Experience: Three-year full-time experience in an administrative or customer service role
• Knowledge: MS Office Suite, Windows operating systems, Outlook
• Certifications: COMPTIA A+ 2012 Essentials (or similar) Certification

Systems Support Specialist II – All the above qualifications for a Systems Support Specialist I, PLUS:

• Education: Graduation from an accredited four-year college or university in Computer Science or a related discipline
• Experience: One additional year full-time experience in an information technology support position
• Experience with supporting personal computer and mobile device operating systems; including Microsoft Windows, Apple OS X, Android, and Apple iOS.
• Experience with supporting conference room equipment including ClickShare, Crestron, Extron
• Experience working in ServiceNow or other enterprise ticketing systems.
• Knowledge: Microsoft Office 365, Microsoft Office, SharePoint Online, System Center Configuration Manager or other enterprise management tools, Remote Desktop, LogMeIn or other remote access tools.
• IT Certifications: COMPTIA A+, Microsoft Certified System Administrator, ITIL Foundations, or other certifications related to information technology. Ability to collaborate across teams. The position requires actively resolving customer requests for incident support and driving those incidents to a successful resolution.

Systems Support Specialist III – All the above qualifications for a Systems Support Specialist II, PLUS:

• Experience: One additional year full-time experience in an information technology support position

To Apply

To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at  

https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER