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=00051638
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
Additional Information
Must reside in Texas. No dual state employment with another state agency or higher education is allowed. Selected candidates will be required to disclose any outside employment while an employee of the Texas Medical Board to avoid any conflict of interest while performing the work and mission of the agency. Must provide DOB for background check. Agency does not reimburse for travel or lodging expenses to attend job interviews. Virtual job interviews can be requested.
MILITARY
If selected for the position the following must be provided for proof of military employment preference:
Veterans must provide form DD 214
Surviving Spouse or Orphan must provide DD 1300 or DD 214.
Military Occupational Specialty (MOS) codes that may correspond to the state classification title for this position are listed on the State Auditors Office Job Descriptions; click on the occupational category for the position. Additional MOS can be found at the State Auditors Office Military Crosswalk Guide.
The Texas Veterans Commission provides helpful employment information.
Agency Information
We have over 200 employees across the state of Texas. We are a collaborative and team environment work culture that values an environment of trust and accountability. Together we work towards our Boards mission to protect and enhance the publics health, safety, and welfare by establishing and maintaining standards of excellence used in regulating the practice of medicine and ensuring quality health care for the citizens of Texas through licensure, discipline, and education. We value employee work-life balance and provide our team incentives that include flexed, compressed work schedules, wellness leave, health insurance and retirement programs, 401K, vacation paid leave, sick paid leave, holiday pay, promotional opportunities, free parking, employee assistance program, and other various benefits.
GENERAL DESCRIPTION
Provides day-to-day supervision, conducts performance appraisals, and delegates work assignments for Helpdesk staff. Work involves coordinating first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a standalone, or network environment. Performs advanced technical work associated with supporting agency users and administering agency hardware and/or software systems. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. Report to the Information Technology Infrastructure and Operations Manager.
Qualifications:
PRINCIPAL JOB DUTIES AND RESPONSIBILITIES
(70%) Serves as Helpdesk Supervisor, overseeing the technical support delivery for end users to ensure that problems and requests have been appropriately documented and resolved timely; and aids in researching and resolving escalated problems, which includes the most complex and/or critical technical problems.
a. Functions as direct supervisor for Helpdesk staff.
b. Responsible for training Helpdesk staff.
i. This includes recognizing opportunities to develop and enhance technical skills.
ii. Building relationships with staff and board members through empathy and customer service.
c. Write and submit Helpdesk performance appraisals to the IT Ops Manager.
d. Monitor Help Desk tickets and assign tickets as necessary, processing first-in first-out based on priority and VIP status.
e. Oversee scheduling, systems monitoring and ticket problem resolution.
f. Oversee and maintain Helpdesk tools that include problem tracking software and internal documentation.
g. Lead desktop service and technology implementations and upgrades.
h. Oversee and maintain the desktop software and hardware inventory accuracy.
i. Coordinate and oversee the setting up of equipment for employee use.
j. Coordinate and oversee the setup and support for all Board, agency and other meetings where IT resources are needed.
k. Respond to customer issues by performing analysis and problem isolation functions to troubleshoot and resolve customer service issues.
l. Aids in researching and resolving escalated problems, which includes the most complex and/or critical technical problems.
m. Follow through Helpdesk issues and tasks to ensure successful completion or closure.
n. Assist with planning, implementing, coordinating, monitoring, and evaluating Helpdesk policies and procedures; and suggesting changes where necessary to improve operations and/or customer service.
o. Reviews and provides recommendations regarding the procurement of endpoint information technology equipment.
p. Actively supports performance improvement and culture change initiatives.
q. Perform software license audits as necessary.
(25%) Provides IT service and assists with technology implementations.
a. Document internal Helpdesk procedures using department approved methods.
b. Provide helpdesk support and resolve problems to the end users satisfaction. Duties include
i. Provides routine technical assistance, troubleshooting software and hardware problems, as well as problems involving office equipment such as phones, printers, and fax machines.
ii. Monitor Helpdesk tickets assigned to the queue and process first-in first-out based on priority
iii. Manage user accounts including creating accounts and groups, resetting passwords, setting user security, and adding user accounts to applications.
iv. Install, configure, and deploy equipment, peripherals, office machines and software per department standards.
v. Setup and support of agency Board meetings.
c. Document and train users on the operation and use of new services and technology.
(5%) Perform related work as assigned.
REQUIRED EXPERIENCE AND EDUCATION
and#9679; Graduation from an accredited four-year college or university is required.
and#9679; Major course work in computer science, computer information systems, or management information systems is preferred. Education and experience may be substituted for one another.
and#9679; A minimum of four (4) years of experience working in an IT Support Service Desk (Help Desk) providing support to end users.
and#9679; Responsibilities included:
and#9675; Preparing training plans and training staff
and#9675; Monitoring staff performance
and#9675; Preparing performance evaluations
and#9679; A minimum of one (1) year experience serving in triaging and assigning incoming requests on a Help Desk (or equivalent environment) is required.
and#9679; A minimum of two (2) years experience supervising a Help Desk (or equivalent environment) team is required.
and#9679; Experience providing phone support to remote end users is required.
and#9679; Experience with the following technologies is required.
and#9675; Windows 11
and#9675; Microsoft Office 365
and#9675; Microsoft administration tools
and#9675; Apple mobile devices
and#9679; Experience in supporting custom applications is required.
and#9679; Experience providing support to remote staff using desktop support tools.
PERFERRED EXPERIENCE AND EDUCATION
and#9679;At least six (6) years progressively responsible experie
