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Resumes are required for submission to be considered GENERAL DESCRIPTIONPerform technical work associated with supporting agency users and administering client-based agency hardware and/or software systems. Work involves assisting agency staff, troubleshooting problems, hardware and software maintenance. Work under moderate supervision, with some latitude for using initiative and independent judgment. Report to the Information Technology Operations and Infrastructure Manager.This is an entry level position, and the user will receive extensive on-the-job training. The successful employee will supplement agency provided training with self-study. The employee will be eligible for a career ladder promotion to a Support Specialist II after successfully meeting the requirements of the position. The promotion will be at the discretion of the Information Technology Operations and Infrastructure Manager.PRINCIPAL JOB DUTIES AND RESPONSIBILITIES1. (80%) Provide helpdesk support and resolve problems to the end userand#8217;s satisfaction. Duties includea. Offers regular technical support, addressing software and hardware issues, as well as problems with office equipment including telephones, printers, and fax machines.b. Monitor Help Desk tickets assigned to the queue and process first-in first-out based on priority.c. Administer user accounts, including password resets and the addition of user accounts to applications.d. Install, configure, and deploy equipment, peripherals, office machines, and software per department standards.e. Assist with setup and support of agency Board meetings.f. Assist with onboarding of new users.g. Escalates difficult problems to a higher level of support.h. Utilize and maintain the Help Desk tracking software.i. Document internal procedures using department approved methods.j. Maintains inventory of all equipment, software, and software licenses.2. (15%) Assist with IT service deliverya. Monitor IT service delivery and resolve or escalate issues as needed.b. Analyze and troubleshoot to effectively resolve customer service issues.c. Participate in technology implementations and upgrades.d. Train users on technology use and create related documentation and training materials.3. (5%) Perform related work as assigned.REQUIRED EXPERIENCE AND EDUCATIONand#183; Graduation from a standard senior high school or equivalent.and#183; A minimum of 1 yearsand#8217; experience providing customer support by telephone or chat.and#183; A minimum of 6 months of experience providing information technology phone support to remote end users.and#183; A minimum of 6 months supporting the following Microsoft desktop technologies is required.o Windows 10 or Windows 11, ando Microsoft Office 365.PERFERED EXPERIENCE AND EDUCATIONand#183; A minimum of 1 year of experience providing phone or in-person support for Windows 11, and Microsoft Office 365.and#183; Experience performing hardware maintenance on printers and scanners, such as roller or fuser replacement.and#183; Experience configuring computers using Windows Autopilot.and#183; Experience using Microsoft Intune as the Mobile Device Manager (MDM) for iOS devices.KNOWLEDGE, SKILLS, AND ABILITIESand#183; Demonstrated skill using personal computers, applicable programs and systems, and the ability to operate information technology systems.and#183; Demonstrated experience providing customer support.and#183; Ability to make technical information understandable by non-technical staff.and#183; Ability to handle multiple tasks.and#183; The position requires good oral and written communications skills including communicating with vendors and customers.and#183; Abilityto lift a maximum of 50 pounds.WORK ENVIRONMENT REQUIREMENTSand#183; The principal job is performed in a standard in-office or remote environment setting and may require travel to the office in Austin, TX as necessary for meetings or other duties.and#183; Regular and punctual attendance Monday and#8211; Friday.and#183; Must respond to internal and external communications in a timely manner which is at leasto Within 72 hrs (3 business days) of when external communication is receivedo Within 24 hrs (1 business day) of when internal communication is receivedand#183; Within 15 minutes while working remotely during business hrs if contacted by your Manager unless you are on pre-approved leave or on a recognized lunch or exercise break.and#183; Frequent use of personal computers, copiers, printers, and telephones.and#183; Frequent sitting.and#183; Frequently working under deadlines, as a team member, and in direct contact with othersand#183; Compliance with all agency policies and procedures, including but not limited to applicable confidentiality, security and safety rules, regulations and standards.
Qualifications: PHYSICAL REQUIREMENTS AND/OR WORKING CONDITIONSand#183; The principal job is performed in a remote environment and requires:and#183; Regular and punctual attendance Monday and#8211; Friday.and#183; Must respond to internal and external communications in a timely manner which is at least:o Within 24 hours (1 business day) of when external communication is received.o Within 24 hours (1 business day) of when internal communication is received.o Within 15 minutes while working remotely during business hours if contacted by your manager or supervisor unless you are on a pre-approved leave or on a recognized lunch or exercise break.and#183; Frequent use of personal computers, copiers, printers, fax machines and telephones.and#183; Frequent sitting.and#183; Frequently working under deadlines, as a team member, and in direct contact with othersand#183; Must have secure high-speed internet access with a minimum of 20 MBPS download and 2 MBPS upload. Applicants may be required to provide confirmation from the area internet service provider.and#183; Compliance with all agency policies, procedures, including but not limited to applicable confidentiality, security, and safety rules, regulations, and standards.LEGAL REQUIREMENTSand#183; In accordance with state law, authorization for telework may not be awarded to an employee as a condition of hiring.and#183; A new employee must complete department probationary training period before evaluation for a telework agreement.and#183; TMB will conduct a TXDPS criminal history check on all new hires due to access to confidential or sensitive data while performing the work of the position applied for.and#183; Cannot hold outside employment that interferes with assigned work schedule, nor does it constitute a conflict of interest with TMB employment and services.and#183; Must reside in Texas.and#183; Dual employment at another state agency or Texas public university is not permitted.and#183; If hired, you must provide documentation(s) within three days of hire that establishes identity and employment verification.and#183; Employees assigned to agency-issued devices (e.g., laptops, cell phones) are expected to use these devices exclusively for work-related duties. The use of personal devices for official work is strictly prohibited unless expressly authorized.and#183; The Texas Medical Board does not sponsor H-1B visas.NEW HIRES/REHIRES60-day waiting period for health coverage.REMARKSResumes will not be accepted without a completed and signed State of Texas application. Only the candidates selected for an interview will be contacted and will receive written notification of application results.EQUAL EMPLOYMENT OPPORTUNITY EMPLOYERThe Texas Medical Board does not discriminate on the basis of race, color, national origin, sex, age, religion, disability or veteran sta
