Office of the Attorney General
Job Announcement

DIVISION: Information Technology Services

POSTING NUMBER: 22-0680

JOB TITLE: Systems Support Specialist I-III WORKING TITLE: Service Desk Technician

MONTHLY SALARY: $3,500.00-$4,000.00 DEPENDING ON QUALIFICATIONS

POSTING DATE: May 18, 2022 DURATION: Until Filled

LOCATION: 300 W. 15th Street, 3rd Floor, Austin, TX 78701

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 more senior role, the ideal individual will be serving as a mentor, 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. OAG employees enjoy excellent benefits along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.

ESSENTIAL JOB 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 use and 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
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 QUALIFICATIONS
Systems Support Specialist I:
Education: Graduation from high school or equivalent
Experience: Two years 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
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 ninety credit hours from an accredited college or university for the required experience on a year-for-year basis
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
Previous experience in a customer support role
Systems Support Specialist III – All the above qualifications for a Systems Support Specialist II, PLUS:
Education: Bachelor’s degree from an accredited college or university
Experience: One additional year of full-time experience working in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: computer science, information technology, management information systems, technical support experience working in a network environment

PREFERRED QUALIFICATIONS
Systems 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
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.
Experience with supporting personal computer and mobile device operating systems; including Microsoft Windows, Apple OS X, Android, and Apple iOS.
Experience working in ServiceNow or other enterprise ticketing systems.
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, submit a completed State of Texas job application through the OAG Job Postings Page. In addition, electronic applications can be submitted through either CAPPS Recruit or Work in Texas. A State of Texas application must be completed to be considered, and paper applications are not accepted. For further instructions on how to apply through the OAG Job Postings Page, see our How to Apply page. 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 http://www.hr.sao.state.tx.us/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf.

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER

Job Type: Full-time

Pay: $3,500.00 - $4,000.00 per month

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekend availability

Work Location: One location