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24-117 - Help Desk (IT Support Specialist II/III)

Only applicants who apply with a State of Texas application via the CAPPS online application system will be considered for this position. First time applicants will need to create an account https://tinyurl.com/CAPPS-Login in the CAPPS online application system at https://tinyurl.com/CAPPS-Jobs. Please visit our job opportunities page at https://tinyurl.com/How-to-Apply-in-CAPPS for more information about the Texas Water Development Board and answers to frequently asked questions. To view this position in greater detail, visit the CAPPS online application system.

Texas Water Development Board’s Mission

Leading the state’s efforts in ensuring a secure water future for Texas.

The Texas Water Development Board (TWDB) endorses telecommuting and hybrid workplace plans, in addition to other flexible work alternatives. We offer competitive compensation and benefits package including medical, dental, vision, 401(k), flexible spending, and flexible work hours so you can have a work/life balance! For more information about our employee benefits and more, visit http://www.twdb.texas.gov/jobs/benefits.asp.

The Texas Water Development Board does not discriminate on basis of race, color, national origin, sex, religion, sexual orientation, age, or disability in employment or provision of services, programs, or activities.

***Salary commensurate with experience and qualifications***

Salary Ranges:

IT Support Specialist II: $4,166.67/monthly - $4,358.25/monthly***
IT Support Specialist III: $4,416.67/monthly - $4,717.00/monthly***

General Description

Performs moderately complex (journey-level) to highly complex (senior-level) technical support work on computer systems and office equipment in a help desk setting. Work involves providing customer support for agency information technology services in a network environment. May train others. Works under general to limited supervision, with moderate to considerable latitude for the use of initiative and independent judgment. Reports to the Manager of the Help Desk Department.

Essential Job Functions

Provides excellent customer service for requests and incidents regarding computer software, hardware, applications, and systems.
Creates, triages, prioritizes, categorizes, assigns, and communicates for support tickets to appropriate staff as needed.
Reviews and updates support tickets and communicates expectations including work arounds, remedial actions, and resolution activities.
Troubleshoots and performs root cause analysis for problem identification relating to computer systems, software, and applications.
Provides support and assistance in the analysis, design, development, and maintenance of various systems.
Provides support for agency Board meetings, executive meetings, and other video conferencing needs and systems.
Develops training manuals, procedures, and trains users in the use of hardware, software, and systems.
Maintains agency computer hardware, software, and peripheral inventory records during their life cycle from procurement to surplus or disposal.
Assists in evaluating, testing, certifying, recommending, and determining operational, technical, and support requirements for the location, installation, operation, and maintenance of computer and management information systems.
Assists with administrative matters, programs, activities, and operations in the Information Technology Division including but not limited to the preparation of expenditure requests for purchase of office supplies, equipment, maintenance renewals, and other purchases and services.
Schedules, and prioritizes meetings, appointments, and special events, reserves meeting sites, contacts and confirms appointments and meetings.
Prepares agendas, and documents meeting minutes and action items as necessary.
Establishes and maintains records, filing systems, maintenance renewals, and logs.
Maintains confidential and sensitive information.
Ensures individual and team files (electronic and hard versions) are appropriately maintained and timely disposed of in accordance with the agency’s records retention procedures and schedule.
Maintains required certifications and licenses and meets the continuing education needs and requirements of the position to include, attending mandatory training courses.
May be required to operate a state or personal vehicle for business purposes.
Performs other duties as assigned.

Minimum Qualifications

Graduation from a standard senior high school or equivalent.
Work Experience:
- IT Support Specialist II - Two years of relevant full time work experience in computer systems support.
- IT Support Specialist III - Four years of relevant full time work experience in computer systems support.
Additional education may be substituted for experience on a year-for-year basis.

Preferred Qualifications

Graduation from an accredited four-year college or university with a bachelor's degree in Computer Science, Computer Information Systems, Management Information Systems, or related fields.
Five years of experience in computer systems support work, troubleshooting computer hardware, and resolving software problems.
Experience in hardware and software asset management.
Training or certifications in Computer Science, CompTIA A+, ITIL Foundation, IT Help Desk Professional, or related fields.

Knowledge, Skills, and Abilities

Knowledge of local, state, and federal laws and regulations relevant to Help Desk Department.
Knowledge of the principles and practices of public administration.
Knowledge of the limitations and capabilities of computer systems.
Knowledge of computer hardware and software.
Knowledge of audio/visual hardware and software.
Knowledge of computer operating systems.
Knowledge of grammar, punctuation, and editing.
Skills in using Microsoft Office programs such as Word, Excel, and Access.
Skills in use of the internet, email, word processing, spreadsheet, presentation, and database software.
Skills in troubleshooting computer systems.
Skills in using and administering Quest KACE appliances.
Skills in using and administering Microsoft Office 365 suite.
Skills in coordinating and solving problems.
Skills in preparing and maintaining accurate records, reports, documents, correspondence, and meeting deadlines.
Ability to adhere to work schedules, follow procedures with respect to leave and submit accurate timesheets by prescribed deadlines.
Ability to make mature, objective decisions and identify areas of potential problems.
Ability to perform effectively and willingly when changes occur in scope and nature of the work and work environment.
Ability to perform routine and non-routine work assignments accurately and on-time with little or no supervision.
Ability to perform assigned duties and improve work habits and/or output.
Ability to complete assigned work, on time, neatly and with infrequent errors.
Ability to interpret policies, procedures, and regulations.
Ability to provide prompt, courteous and accurate assistance and clear and concise communication to internal and external stakeholders both verbally and in writing.
Ability to work and cooperate with others in a team environment.
Ability to manage multiple tasks.
Ability to stand/sit/move to perform activities such as retrieve/replace files in a large file system for boxes up to 30 lbs.
Ability and willingness to travel 10% of the time, primarily within the State of Texas.
Ability to operate a vehicle (state or personal) for state business and maintain a driver’s license and driving record that complies with state and agency requirements.
Ability to work shifts that may exceed 8 hours, including early mornings, nights, and weekends.
Ability to train others.