• Job Description

  Req#: 57414
  
  AUSTIN HQ (MAIN) (405TX-2270001)
  5805 N LAMAR BLVD
  PO BOX 4087 AUSTIN TX 78773
  Austin, 78752
  
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  PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

  SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

  GENERAL DESCRIPTION:

  Perform routine (journey-level) technical customer support work for agency IT systems and peripherals in a stand-alone, network and mobile environment. Support large groups of users and many different applications. Work includes Installation and configuration of computer systems, diagnose hardware/software faults and solve technical problems, either over the phone or in-person. Work under moderate supervision, with limited latitude for the use of initiative and independent judgment.

  The following Military Occupational Specialty codes are generally applicable to this position. Applicants must fully complete the summary of experience to determine if minimum qualifications are met. https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf

  
  ESSENTIAL DUTIES

  1. Troubleshoot workstation and network problems, diagnose and solve hardware/software failures.

  2. Install equipment for employee use, and ensure proper installation of cable, operating systems and appropriate software and drivers. Reach out to vendors as needed for replacements, service and assistance.

  3. Monitor, detect, troubleshoot and resolve Windows issues.

  4. Install and support workstations in remote locations. Install and update current image for workstations and re-image equipment as needed.

  5. Coordinate and collaborate with internal and external customers to identify potential Windows issues and recommend program improvements.

  6. Maintain records of daily incidents, problems, work orders, and remedial actions taken and/or installation activities. Update all trouble incidents/work order interactions with clear/concise information.

  7. Create, document and update processes to resolve common issues and special configurations, maintain license keys, and maintain warranty information.

  8. Provide and/or share technical knowledge with peers and other IT services support staff, participate in professional development activities. Mentor/train junior support technicians.

  9. Lead/participate in cross functional projects.

  10. Conduct product evaluations of upgraded or new hardware and software; identify strengths, weaknesses and potential benefits to the agency; and recommend enhancements to network facilities.

  11. Study vendor/manufacturer brochures and manuals, technical periodicals and other publications, attends trade shows, conferences, and training sessions and collect other data from research sources to keep knowledge of personal computer and network technology advances up-to-date.

  12. Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.

  13. Perform other duties as assigned.
  
  

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  GENERAL QUALIFICATIONS and REQUIREMENTS

  Education – Graduation from a standard senior-high school or equivalent is required. Graduation from an accredited four-year college or university with a major in computer science, management information systems, or a related field is preferred.

  Experience – Minimum of three (3) years’ experience supporting a Microsoft/Windows enterprise environment is required. Must have knowledge of network facilities and data processing techniques, of personal computer hardware and software, of network operating system and security software, and of performance monitoring and capacity management tools.

  Substitution Note: Experience of the type described may be substituted for the education requirement on a year-for-year basis.

  Licensure and/or Certification – Must possess a valid driver license from state of residence. Valid (non-expired) CompTIA A+, Microsoft Certified Professional, or equivalent certification is strongly recommended. A+ certification preferred. Knowledge of System Center Configuration Manager (SCCM) is preferred.

  Regulatory knowledge – Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.

  Interpersonal Skills – Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers. Must be able to work collaboratively as part of a team.

  Organizational and Prioritization Skills – Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism. Experience in mission-critical operations, ideally within a 24x7 large scale distributed and clustered environment. Must be self-directed.

  Presentation/Communication Skills – Must be able to construct and deliver clear, concise, and professional presentations to a variety of audiences and/or individuals.

  Research and Comprehension – Must demonstrate ability to quickly and efficiently access relevant information, and be able to utilize and/or present research and conclusions in a clear and concise manner.

  Analytical Reasoning/Attention to Detail – Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems. Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions and/or approaches to problems. Skill in analyzing customer business needs and translating them into automated processes that satisfy business needs efficiently and effectively at minimum expense.

  Technology (computers/hardware/software/operating systems) – Must possess appropriate levels of proficiency with utilized software and systems and be able to learn new software/systems.

  • Advanced troubleshooting skills using a variety of third-party tools and understanding of client/server technology is required.
  • Knowledge of enterprise networks, SCCM, VLANs, group policy, Active Directory, Remote Access, VPN and end-client protection software is required.
  • Considerable knowledge of the architecture of a wide variety of Windows configurations, hardware settings, add-in components, and related industry standards; of system analysis, design methodology, and Windows hardware and software systems in an enterprise environment.
  • Highly advanced knowledge of the practices, principles, and techniques of computer operations, information systems, computer software/hardware, and information security policies and procedures; of operating systems including Windows 8.1 and Windows 10; of computer hardware including desktops, laptops, mobile devices, and wireless connectivity.
  • Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

  Confidentiality and Protected Information – Must demonstrate an ability to responsibly handle sensitive and confidential information and situations, and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

  Travel and/or Schedule – Availability for after-hour and weekend work is required on occasion. Telecommuting up to (four) 4 days per week.

  
  PHYSICAL and/or ENVIRONMENTAL DEMANDS:

  The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Environment: Office;
  • Ambulatory skills, e.g. stand, walk, sit, bend, crouch, crawl;
  • Hand-eye coordination and arm/hand/finger dexterity;
  • Ability to speak, hear, and exercise visual acuity;
  • Ability to transfer weights of fifty (50) pounds anticipated for this position;
  • Driving requirements: Occasional (ten [10%]).

  State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/

  A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.

  A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

  Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

  DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.

  State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.
  

• About the company

  Texas is a state in the South Central region of the United States.

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