Centralized Accounting and Payroll/Personnel System
OAG - Information Technology Services | IT Support Specialist I-III | 26-0193
Centralized Accounting and Payroll/Personnel System, Austin, Texas, us, 78716
Organization
Office of the Attorney General – Information Technology Services Division
Primary Location
Texas – Austin, 300 W. 15th St, Austin 78701
Job Posting
Closing date: Ongoing
Overview
The Information Technology Services Division is seeking an experienced and motivated Service Desk Technician to perform end‑user technical support activities. The ideal candidate 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.
Essential Position Functions
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 unpacking, installing, setting up, maintaining, and supporting computer software, hardware and peripherals.
Provides technical support to assigned division’s software and all agency standard software.
Maintains hardware and software security controls.
Troubleshoots and resolves operational problems.
Configures or re‑configures desktop computers and printers.
Provides training and assistance to network users or other System Support Specialists.
Repairs hardware including assembling and disassembling personal computers, adding components, and configuring equipment.
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 the agreed‑upon work schedule. Telework schedules are permitted if they do not adversely affect operations and service levels.
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 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.
Performs 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 appropriate security controls over software.
Manages 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.
Qualifications Minimum Qualifications
Education: Graduation from high school or equivalent.
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 and active listening.
Skill in handling multiple tasks, prioritizing, and meeting deadlines.
Effective oral and written communication.
Exercising sound judgment and effective decision making.
Receiving and responding positively to constructive feedback.
Working cooperatively with others in a professional office environment.
Providing excellent customer service.
Arranging for personal transportation for business‑related travel.
Working more than 40 hours as needed and in compliance with the FLSA.
Ability to lift and relocate 30 lbs.
Travel (including overnight travel) up to 5%.
Preferred Qualifications – Systems Support Specialist I
Experience: Three‑year full‑time experience in an administrative or customer service role.
Knowledge: MS Office Suite, Windows operating systems, Outlook.
Preferred Qualifications – Systems Support Specialist II
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: Supporting personal computer and mobile device operating systems; including Microsoft Windows, Apple OS X, Android, and Apple iOS.
Experience: 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.
IT Support: Ability to collaborate across teams. The position requires actively resolving customer requests for incident support and driving those incidents to a successful resolution.
To Apply
To apply for this position 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 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
Equal Opportunity Employer
The OAG is an Equal Opportunity Employer.
#J-18808-Ljbffr
Office of the Attorney General – Information Technology Services Division
Primary Location
Texas – Austin, 300 W. 15th St, Austin 78701
Job Posting
Closing date: Ongoing
Overview
The Information Technology Services Division is seeking an experienced and motivated Service Desk Technician to perform end‑user technical support activities. The ideal candidate 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.
Essential Position Functions
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 unpacking, installing, setting up, maintaining, and supporting computer software, hardware and peripherals.
Provides technical support to assigned division’s software and all agency standard software.
Maintains hardware and software security controls.
Troubleshoots and resolves operational problems.
Configures or re‑configures desktop computers and printers.
Provides training and assistance to network users or other System Support Specialists.
Repairs hardware including assembling and disassembling personal computers, adding components, and configuring equipment.
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 the agreed‑upon work schedule. Telework schedules are permitted if they do not adversely affect operations and service levels.
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 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.
Performs 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 appropriate security controls over software.
Manages 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.
Qualifications Minimum Qualifications
Education: Graduation from high school or equivalent.
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 and active listening.
Skill in handling multiple tasks, prioritizing, and meeting deadlines.
Effective oral and written communication.
Exercising sound judgment and effective decision making.
Receiving and responding positively to constructive feedback.
Working cooperatively with others in a professional office environment.
Providing excellent customer service.
Arranging for personal transportation for business‑related travel.
Working more than 40 hours as needed and in compliance with the FLSA.
Ability to lift and relocate 30 lbs.
Travel (including overnight travel) up to 5%.
Preferred Qualifications – Systems Support Specialist I
Experience: Three‑year full‑time experience in an administrative or customer service role.
Knowledge: MS Office Suite, Windows operating systems, Outlook.
Preferred Qualifications – Systems Support Specialist II
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: Supporting personal computer and mobile device operating systems; including Microsoft Windows, Apple OS X, Android, and Apple iOS.
Experience: 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.
IT Support: Ability to collaborate across teams. The position requires actively resolving customer requests for incident support and driving those incidents to a successful resolution.
To Apply
To apply for this position 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 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
Equal Opportunity Employer
The OAG is an Equal Opportunity Employer.
#J-18808-Ljbffr