What are the responsibilities and job description for the TJJD - IT Support Specialist I - IT Customer Support I - (MCL) - 57252 position at Texas Juvenile Justice Department?
Please paste the following URL into a browser to view the entire job posting in the CAPPS Career Section: https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00057252
You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career Section
PLEASE NOTEYour job application must be completely filled out and include all employment, do not limit employment to the past 10-15 years. Your application must contain complete job histories, which include job titles, name of employer, dates of employment (month year), supervisorand#8217;s name and phone number, and a description of duties performed, and whether it was full-time or part-time and hours per week. If any of this information is not provided, your application may be rejected as incomplete. Resumes do not take the place of this required information.Applicants must be able to pass a Criminal Background Check and any other requirements listed under Minimum Qualifications.APPLICATIONS SUBMITTED THROUGH WORK IN TEXAS:Work In Texas (WIT) applicants must complete the CAPPS Recruit Prescreening Questionnaire to be considered for the posting. To complete the Prescreening Questionnaire, go to CAPPS Recruit to register or login:and#8239;https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=enBENEFITSState of Texas Benefits and Retirement Information can be found athttps://www.ers.texas.gov. Benefits include: Retirement plan,paid group health life insurance for employee, paid holidays, paid vacation leave, paid sick leave, longevity pay, educational assistance program, employee assistance program. Optional add-on benefits include: Dental, Vision, Optional Life Insurance, Voluntary ADD Insurance, Dependent Health Life insurance, Health Dependent care flexible spending accounts, etc. Additionally, certain designated positions are eligible for hazardous duty pay, career ladder advancements, and free meals while on duty.GENERAL DESCRIPTIONPerforms entry-level computer systems support work in a help desk setting. Work involves providing first-line assistance for operational problems of agency information technology systems and automated office equipment in a stand-alone, network environment at the assigned high security correctional facility for juveniles.Works under close supervision, with minimal latitude for the use of initiative and independent judgment. May be required to work in excess of 40 hours per workweek, be on-call 24/7, and travel occasionally.ESSENTIAL FUNCTIONSAssist with prioritizing incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem or request; and monitors the status to ensure a timely resolution. (40%)Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, DVR, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support. (10%)Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions. Installs, maintains, and performs minor repairs to hardware, software, or office equipment. (10%)Assists in maintaining records of daily data communication transactions, problems, remedial actions taken, and installation activities. Assists with equipment set up for employee use, including the installation of cables, operating systems, or appropriate software. Assists in the update of computers and software. Assists in maintaining inventory of information technology assets. (30%)May check out and check in computer and other office equipment; and run security software. (5%)Reports any presence or perception of racial, ethnic, and/or gender disparities.Performs a variety of related duties not listed, to be determined and assigned as needed.Performs all duties in compliance with agency safety policies an procedures:Reports safety hazards and corrects hazards when possible.
Completes required documentation in the event of an accident/injury within requested time frames.Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.
Qualifications: MINIMUM QUALIFICATIONS
High School diploma or equivalent. Two (2) years of full-time wage-earning experience and one of those years must be any combination of the following: network or computer support; IT Help Desk; supporting a LAN or WAN, and IP communication environment; troubleshooting technical problems; or installing and maintaining PC software applications or related tasks.
Preferred
Associates degree with major course work in Information Technology or related field.
Experience providing IT support in government or correctional environments.
Two years of customer service experience in an IT environment.
Experience And Education Substitutions
One year of appropriate experience may substitute for one year of college (30 course hours) on a year for year basis.
Completed course hours of undergraduate study may substitute for up to four years of experience on a basis of 30 course hours for one year of experience.
Completed course hours of graduate study may substitute for up to two years of experience on a basis of 12 graduate course hours for one year of experience.
Pro-rated part-time experience may satisfy the experience requirement.
Note: Any degree, diploma, high school equivalent, or course hours required to meet minimum qualifications must be from an accredited educational institution.
PHYSICAL DEMANDS AND WORKING CONDITIONS
The following physical demands and working conditions are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Analyzing
Alphabetizing
Ability to communicate effectively, orally and in writing
Ability to see
Ability to hear (with or without aid)
Ability to perform tactile discernment
Identify colors
Depth perception
Operate motor equipment
Lifting up to 40 lbs.
Carrying up to 40 lbs.
Pulling
Pushing
Prolonged standing and walking
Prolonged sitting
Repeated bending
Reaching above shoulder
Manual/finger dexterity
Dual simultaneous grasping
Crawling
Twisting
Kneeling
Stooping
Climbing stairs
Climbing ladders
Knowledge Of
KNOWLEDGE, SKILLS, AND ABILITIES
Practices, principles, and techniques of computer operations.
Information systems.
Computer software and hardware.
Information security policies and procedures.
Skill In
Microsoft Office including: Word, Excel, PowerPoint, Outlook and Teams.
Support of computers.
Use of applicable programs and systems.
Troubleshooting information systems.
Ability To
Operate information technology systems.
Communicate effectively and have strong customer service skills.
Adhere to standards, policies and procedures to maintain the security and integrity of agency information technology systems.
Work independently and collaboratively with all stakeholders and maintain a professional, courteous demeanor.
Coordinate and work in a team environment.
Process information logically, make decisions, and demonstrate the soundness of those decisions.
Follow ethical standards and enforce agency policies.
Establish and
You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career Section
PLEASE NOTEYour job application must be completely filled out and include all employment, do not limit employment to the past 10-15 years. Your application must contain complete job histories, which include job titles, name of employer, dates of employment (month year), supervisorand#8217;s name and phone number, and a description of duties performed, and whether it was full-time or part-time and hours per week. If any of this information is not provided, your application may be rejected as incomplete. Resumes do not take the place of this required information.Applicants must be able to pass a Criminal Background Check and any other requirements listed under Minimum Qualifications.APPLICATIONS SUBMITTED THROUGH WORK IN TEXAS:Work In Texas (WIT) applicants must complete the CAPPS Recruit Prescreening Questionnaire to be considered for the posting. To complete the Prescreening Questionnaire, go to CAPPS Recruit to register or login:and#8239;https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=enBENEFITSState of Texas Benefits and Retirement Information can be found athttps://www.ers.texas.gov. Benefits include: Retirement plan,paid group health life insurance for employee, paid holidays, paid vacation leave, paid sick leave, longevity pay, educational assistance program, employee assistance program. Optional add-on benefits include: Dental, Vision, Optional Life Insurance, Voluntary ADD Insurance, Dependent Health Life insurance, Health Dependent care flexible spending accounts, etc. Additionally, certain designated positions are eligible for hazardous duty pay, career ladder advancements, and free meals while on duty.GENERAL DESCRIPTIONPerforms entry-level computer systems support work in a help desk setting. Work involves providing first-line assistance for operational problems of agency information technology systems and automated office equipment in a stand-alone, network environment at the assigned high security correctional facility for juveniles.Works under close supervision, with minimal latitude for the use of initiative and independent judgment. May be required to work in excess of 40 hours per workweek, be on-call 24/7, and travel occasionally.ESSENTIAL FUNCTIONSAssist with prioritizing incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem or request; and monitors the status to ensure a timely resolution. (40%)Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, DVR, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support. (10%)Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions. Installs, maintains, and performs minor repairs to hardware, software, or office equipment. (10%)Assists in maintaining records of daily data communication transactions, problems, remedial actions taken, and installation activities. Assists with equipment set up for employee use, including the installation of cables, operating systems, or appropriate software. Assists in the update of computers and software. Assists in maintaining inventory of information technology assets. (30%)May check out and check in computer and other office equipment; and run security software. (5%)Reports any presence or perception of racial, ethnic, and/or gender disparities.Performs a variety of related duties not listed, to be determined and assigned as needed.Performs all duties in compliance with agency safety policies an procedures:Reports safety hazards and corrects hazards when possible.
Completes required documentation in the event of an accident/injury within requested time frames.Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.
Qualifications: MINIMUM QUALIFICATIONS
High School diploma or equivalent. Two (2) years of full-time wage-earning experience and one of those years must be any combination of the following: network or computer support; IT Help Desk; supporting a LAN or WAN, and IP communication environment; troubleshooting technical problems; or installing and maintaining PC software applications or related tasks.
Preferred
Associates degree with major course work in Information Technology or related field.
Experience providing IT support in government or correctional environments.
Two years of customer service experience in an IT environment.
Experience And Education Substitutions
One year of appropriate experience may substitute for one year of college (30 course hours) on a year for year basis.
Completed course hours of undergraduate study may substitute for up to four years of experience on a basis of 30 course hours for one year of experience.
Completed course hours of graduate study may substitute for up to two years of experience on a basis of 12 graduate course hours for one year of experience.
Pro-rated part-time experience may satisfy the experience requirement.
Note: Any degree, diploma, high school equivalent, or course hours required to meet minimum qualifications must be from an accredited educational institution.
PHYSICAL DEMANDS AND WORKING CONDITIONS
The following physical demands and working conditions are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
Analyzing
Alphabetizing
Ability to communicate effectively, orally and in writing
Ability to see
Ability to hear (with or without aid)
Ability to perform tactile discernment
Identify colors
Depth perception
Operate motor equipment
Lifting up to 40 lbs.
Carrying up to 40 lbs.
Pulling
Pushing
Prolonged standing and walking
Prolonged sitting
Repeated bending
Reaching above shoulder
Manual/finger dexterity
Dual simultaneous grasping
Crawling
Twisting
Kneeling
Stooping
Climbing stairs
Climbing ladders
Knowledge Of
KNOWLEDGE, SKILLS, AND ABILITIES
Practices, principles, and techniques of computer operations.
Information systems.
Computer software and hardware.
Information security policies and procedures.
Skill In
Microsoft Office including: Word, Excel, PowerPoint, Outlook and Teams.
Support of computers.
Use of applicable programs and systems.
Troubleshooting information systems.
Ability To
Operate information technology systems.
Communicate effectively and have strong customer service skills.
Adhere to standards, policies and procedures to maintain the security and integrity of agency information technology systems.
Work independently and collaboratively with all stakeholders and maintain a professional, courteous demeanor.
Coordinate and work in a team environment.
Process information logically, make decisions, and demonstrate the soundness of those decisions.
Follow ethical standards and enforce agency policies.
Establish and