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GENERAL DESCRIPTIONThe 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 role, the ideal individual 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. 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.The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. As the Stateand#8217;s law firm, the OAG provides exemplary legal representation in diverse areas of law. OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.ESSENTIAL POSITION FUNCTIONSSystems 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. Telework schedules are permitted for employees based on the agencyand#8217;s approved Telework Plan, if schedule does not adversely affect operations and service levels, and standard hours of operation are maintained.
Ensures security and confidentiality of sensitive and/or protected information
Complies with all agency policies and procedures, including those pertaining to ethics and integritySystems Support Specialist II and#8211; 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
Perform 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
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 softwareSystems 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 QUALIFICATIONSSystems Support Specialist I: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 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
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 and#8211; All the above qualifications for a Systems Support Specialist I, PLUS:Experience: One 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 thirty credit hours from an accredited college or university for the required experience on a year-for-year basis
Previous experience in a customer support role
Knowledge of the practices, principles, and techniques of computer operations; of information systems; of
