TxDMV - IT Support Specialist III (Hybrid)

Job Description

This position is eligible for a hybrid remote work schedule with some required days in office per week at TxDMV headquarters located in Austin, TX (subject to change). Must attend meetings / training at headquarters in Austin, TX as required by management.

To apply for this position, complete an on-line application through the Applicant Career Section or through WorkInTexas. TxDMV does not accept paper applications.

Applicants who require accommodation for the interview process should contact Human Resources at 512-465-4043 when contacted to schedule an interview.

GENERAL DESCRIPTION

Our mission at the Texas Department of Motor Vehicles (TxDMV) is to serve, protect and advance the citizens and industries in the state with quality motor vehicle related services. We are a dynamic state agency dedicated to customer service, consumer protection and the success of motor vehicle-related industries.

Provides highly complex (senior-level) computer systems support work in a help desk setting for the Texas Department of Motor Vehicles, Information Technology Services Division. Work involves providing first-line assistance for operational problems of agency information technology systems and operating automated office equipment. May serve as a lead worker providing direction to others. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.

ESSENTIAL DUTIES

Provides support for the agency's desktop computing environment including desktop computers, laptops, tablets, printers, scanners, and other related hardware and software.

Troubleshoots and resolves technical issues / problems with desktop computing equipment and software in response to Service Desk escalations utilizing remote control access, face-to-face, and / or phone contact with employees.

Assesses need and implements performance upgrades to desktop computing environments including installation of memory, hard drives, etc. to maximize operational longevity.

Collaborates with Service Desk, LAN / Server Administrators, Network Specialists, vendor support contacts, etc., to maintain desktop computing operations. Ensures instances of desktop equipment failure, repair, installation, and removal are documented.

Ensures desktop computers interconnect seamlessly with diverse systems including associated authentication systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems.

Provides support for all desktop / laptop connectivity issues including wired and wireless networking, Wi-Fi, 802.11 protocols, and cellular broadband connections.

Provides Data Transfer and backup processing for desktops / laptops, external drives, peripherals, and mobile devices while following standard procedures for backup and reimaging.

Conducts research on desktop products in support of procurement and development efforts and evaluates and recommends products for acquisition. Works with management and procurement staff to order and secure desktop computing hardware and / or software.

Assists in developing long-term strategies and capacity planning for future desktop computing needs. Develops and documents technical specifications for acquisition of desktop computing devices, other hardware, and software related products.

Provides knowledge transfer to others on use of desktop computing hardware and software.

Provides input in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations. Monitors desktop performance and provides performance statistics and reports.

May travel up to 5% of the time. Travels by car (may include flying). May include overnight travel. May require working extended hours and some evenings and weekends, as needed.

Required to attend work regularly and adhere to approved work hours in accordance with department policies and procedures.

Performs other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of : The practices, principles, and techniques of computer operations.

Information systems.

Computer software and hardware.

Information security policies and procedures.

Local and wide area networks.

The management of information systems.

Active Directory and user management support tools.

Working support ticketing systems and ITSM practices

Deployment and imaging application tools such as Ivanti and SCCM

Anti-virus and encryption software such as McAfee, MS Defender, and Bitlocker.

Skill in :

The support of computers.

The use of applicable programs and systems.

Troubleshooting information systems.

Handling multiple tasks, prioritizing, and meeting deadlines.

Exercising sound judgment and effective decision making.

Ability to :

Operate information technology systems.

Troubleshoot and repair equipment.

Communicate effectively.

Demonstrate self-motivation, self-direction, and adaptability, as well as analytical and problem solving skills.

Receive and respond positively to constructive feedback.

Work cooperatively with others in a professional office environment.

Provide excellent customer service.

The above statements are not a complete list of all responsibilities, duties and skills held or performed by employees in this job. Employees may perform other related duties as assigned.

PHYSICAL DEMANDS Position requires the following physical abilities :

Ability to lift and transfer weights up to fifty (50) pounds.

Ability to speak, hear, and exercise visual acuity.

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.

Travel and / or Schedule

Position will require travel up to 5% of the time to remote facilities located within the state and will require the ability to drive. Position may require non-standard / on-call business hours for trouble-shooting support to diagnose and address issues in the agency's desktop computing environment.

Qualifications : MINIMUM REQUIREMENTS

Education and Experience

Graduation from a standard senior high school or equivalent plus four (4) years' progressively responsible experience in computer systems support work.

PREFERRED REQUIREMENTS

Completed college courses in computer science.

Licensure and / or Certification

Must possess a valid driver license from state of Texas

ADDITIONAL INFORMATION

This position is eligible for a hybrid remote work schedule with some required days in office per week at TxDMV headquarters located in Austin, TX (subject to change). Must attend meetings / training at headquarters in Austin, TX as required by management.

Remote work employees must meet these criteria for the remote work location :

• Adequate desk space in a dedicated, contained area that is secured and protected at all times.
• Remote work location is in a quiet environment free of background people and noise during business hours.

BENEFITS

The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about one-third of total compensation. Benefits include :

ü Retirement Plan

ü Paid Group Health & Life Insurance for employees

ü Paid Holidays

ü Paid Vacation Leave

ü Paid Sick Leave

ü Longevity Pay

ü Dental

ü Vision

ü Dependent Optional Life Insurance

ü Voluntary AD&D Insurance

ü Dependent Health & Life Insurance

ü Health & Dependent care flexible spending accounts

ü Tuition Assistance Program

QUALIFIED EMPLOYER : In addition, the Texas Department of Motor Vehicles is considered a qualified employer for the Department of Education's Public Student Loan Forgiveness (PSLF) program .

JOB OFFERS AND CONTINUATION OF EMPLOYMENT IS CONTINGENT UPON :

VETERANS

If selected for the position the following must be provided for proof of veterans' preference :

Military Occupational Specialty (MOS) codes that may correspond to the state classification title for this position are listed on the State Auditor's Office Job Descriptions; click on the occupational category for the position. Additional MOS can be found at the State Auditor's Office Military Crosswalk Guide.

The Texas Veterans Commission provides helpful employment information.

SUBMISSION OF APPLICATION

Your application must be complete, accurate and reflect all experience and education. Omission of data can be the basis for disqualification. "See Resume" is not accepted in lieu of a completed online State of Texas application but attached resumes may be considered as additional supplemental information.

AN EQUAL OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER

The Texas Department of Motor Vehicles is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex (including pregnancy or sexual orientation), national origin, age, disability, genetic information, military status, protected activity, and on basis of an employee's hair texture or protective hairstyle. The TxDMV provides accommodations for persons with disabilities in accordance with the American with Disabilities Act. If you need help with the employment process or require other accommodation, please contact the Human Resources office for assistance on 512-465-4043.