OAG - Child Support | IT Support Specialist III | 25-0365

GENERAL DESCRIPTION
The Office of the Attorney General is a dynamic organization with over 4,000 employees throughout the State of Texas. Our agency provides exemplary legal representation for every arm of the State, fights human trafficking, helps victims of crime, protects our constituents, and runs the most effective Child Support Enforcement program.

Performs highly complex (senior level) computer systems support work in a help desk setting for the Office of the Attorney General (OAG) Child Support (CS) Information Technology Division End User Services Team. Work involves providing first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone, network, or mainframe environment. This individual must operate with excellent customer service skills and a passion for IT support. Customers are engaged via phone, mobile device, and in person. The ideal candidate will additionally perform administrative functions adjacent to End User Services and IT support.

The OAG is committed to providing innovative, modern, and value-driven IT services to the agency. We believe that having talented people in the right place while effectively utilizing new tools and technologies enables us to empower the agency to best serve the people of Texas. 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 FUNCTIONS
Coordinates and/or reviews and prioritizes incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem; and monitors the status to ensure a timely resolution. Coordinates the update of computers and mainframe applications. Coordinates and/or sets up equipment for employee use, and performs or ensures proper installation of cables, operating systems, or appropriate software. Completes all incidents and tasks assigned through our incident/request system. Complies with the work schedule and assignments, including occasional Saturday coverage. Complies with all training requirements, including becoming Dell Tech Dispatch Certified during employment.
Provides routine technical assistance troubleshooting software and hardware problems, as well as problems involving office equipment such as phones, printers, and fax machines; recognizes and escalates difficult problems to a higher level of support. Assists with issues related to customer logins, rights, print queues, and directory structures. Resets passwords. Assists customers to report and escalate concerns related to device security.
Develops procedures and training manuals and conducts presentations and briefings. Maintains records of daily data communication transactions, problems, remedial actions taken, and installation activities. Maintains computer and hardware inventory records for new and surplus equipment. Provides detailed and consistent work notes on all incidents and tasks assigned.
Prepares reports on systems efficiency and utilization. Reviews and makes recommendations regarding the procurement of information technology equipment. May serve as lead worker providing direction to others.
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 agency’s approved Telework Plan (if schedule does not adversely affect operations and service levels, and standard hours of operation are maintained). Telework schedules are set by the Departments based on business needs.
Ensures security and confidentiality of sensitive and/or protected information
Complies with all agency policies and procedures, including those pertaining to ethics and integrity

MINIMUM QUALIFICATIONS
Education: Graduation from high school or equivalent
Experience: Two years of full-time experience working in the following (or other related fields): computer science, informational technology; may substitute credit hours from an accredited college or university for the required experience on a year-for-year basis.
Experience with ServiceNow, Remedy, or other ticketing systems
Experience engaging customer service and IT support via mobile phone, mobile device, and in person.
Experience troubleshooting common IT support challenges across a wide audience of customers.
Experience and extensive working knowledge with the Microsoft suite as it relate to report generation and data tracking.
Experience working administrative support for IT, including communicating with customers via email, pulling and reporting on ticket information, managing spreadsheets, and writing reports as required.
Experience working with various IT equipment, including Dell laptops, iPads, phones, wireless hot spots, etc.
Knowledge of the practices, principles, and techniques of computer operations.
Knowledge of computer software and hardware.
Knowledge of information systems.
Knowledge of information security policies and procedures.
Knowledge of local and wide area networks.
Knowledge of the management of information systems.
Skill with Microsoft Suite to include advanced proficiency with Microsoft: Word, Excel, Outlook, and OneNote.
Skill working IT support tickets.
Skill formatting documents in the Microsoft or Adobe suites.
Skill in the support of computers, in the use of applicable programs and systems, and in troubleshooting information systems.
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 operate information technology systems.
Ability to troubleshoot and repair equipment.
Ability to receive and respond positively to constructive feedback
Ability to work cooperatively with others in a professional office environment
Ability to engage on-call support with customers daily.
Ability to provide excellent customer service
Ability to participate in flexible scheduling, on call scheduling, or rotational scheduling as needed to perform the job.
Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week (unless on approved leave)
Ability to participate in travel to various Texas Child Support offices to complete work as assigned.
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 50 lbs.
Ability to travel (including overnight travel) up to 50%
PREFERRED QUALIFICATIONS
Experience with CAPPS

TO APPLY

To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at http://www.hr.sao.state.tx.us/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf.

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER