What are the responsibilities and job description for the SOS IT Support Specialist IV (JP25-023) - IT position at SECRETARY OF STATE?
GENERAL DESCRIPTION
We are looking for a User-Experience Specialist able to understand our business operations and any technical limitations, as well as be responsible for creating and conducting user research, interviews and surveys, and translating them into a better experience for our users. They analyze data, organize information, understand human behavior and help create interactive experiences to foster productivity and encourage innovation.
This role will also perform traditional first-line customer service tasks including moderately complex (journey-level) user technical support for software, hardware, data and collaboration tools. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.
EXAMPLES OF WORK PERFORMED
- Reviews and prioritizes incoming operational issues and requests for technical assistance related to technology; identifies and logs the type of problem or request; and monitors the status to ensure a timely resolution.
- Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions.
- Works with users to identify better tools resulting in better service
- Creates, delivers and acts on user surveys
- Assigns logons and rights, print queues, and directory structures; resets passwords; troubleshoots internet and phone outages; creates departmental groups; and runs security software.
- Must be able to work afterhours and weekends when work dictates support is required.
- Troubleshoots computer related problems.
- Sets up equipment for employee use and ensures the proper installation of cables, operating systems, and/or appropriate software.
- Installs, maintains, moves, and assist in testing and upgrading new and existing hardware or software.
- Researches various hardware and software resources to identify strengths, weaknesses, and potential benefits to the agency.
- Assists with the development of policies, procedures and user guides
- Ask smart questions, take risks and champion new ideas.
- Collaborate with other team members and stakeholders.
- Take a user-centered approach to rapidly solve problems and keep users satisfied.
- Performs other duties and related work as assigned.
REQUIRED QUALIFICATIONS
Experience and Education
Two years experience supporting customers in an IT environment. Four-year college or university degree with major course work in computer science, management information systems, or a related field is generally preferred. Education and experience may be substituted for one another.
Knowledge, Skills, and Abilities
Knowledge of the practices, principles, and techniques of technology operations; of computer software and hardware; of information security policies and procedures; and of local and wide area networks.
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Superb interpersonal skills (both verbal and written)
Ability to recognize, analyze, and resolve technology problems; to communicate effectively; and to train others.
Ability to explain and document technical issues in a clear way to users.
Must be able to lift 50lbs.
Must be willing to work outside of normal working hours; including weekends as needed.
Experience with Data network installation and troubleshooting.
Preferred Qualifications
- Computer and peripheral hardware repair experience
- Computer Script Skills experience
- Microsoft Windows 10 and Teams experience
- Experience analyzing and trending user data
- Root cause analysis experience
- Familiarity with issue tracking systems, SCCM, and Office 365 is a plus but not required.
Information for Veterans, Reservists, or Guardsmen
The following MOS codes are generally applicable to this position: 15P, 36B, 42A, 56M, 68J, 88H, 88N, 89A, 89B, 92A, 92Y, AZ, LS, MC, PS, RP, SN, YN, 641X, 741X, 360, 018, 0100, 0111, 6046, 0102, 0170, 4430, 3A1X1, 8A200. Please include any of these codes in the State of Texas application to better determine whether the minimum qualifications for this posting have been met.
Experience and Education
Two years experience supporting customers in an IT environment. Four-year college or university degree with major course work in computer science, management information systems, or a related field is generally preferred. Education and experience may be substituted for one another.
Knowledge, Skills, and Abilities
Knowledge of the practices, principles, and techniques of technology operations; of computer software and hardware; of information security policies and procedures; and of local and wide area networks.
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Superb interpersonal skills (both verbal and written)
Ability to recognize, analyze, and resolve technology problems; to communicate effectively; and to train others.
Ability to explain and document technical issues in a clear way to users.
Must be able to lift 50lbs.
Must be willing to work outside of normal working hours; including weekends as needed.
Experience with Data network installation and troubleshooting.
Preferred Qualifications
- Computer and peripheral hardware repair experience
- Computer Script Skills experience
- Microsoft Windows 10 and Teams experience
- Experience analyzing and trending user data
- Root cause analysis experience
Information for Veterans, Reservists, or Guardsmen
The following MOS codes are generally applicable to this position: 15P, 36B, 42A, 56M, 68J, 88H, 88N, 89A, 89B, 92A, 92Y, AZ, LS, MC, PS, RP, SN, YN, 641X, 741X, 360, 018, 0100, 0111, 6046, 0102, 0170, 4430, 3A1X1, 8A200. Please include any of these codes in the State of Texas application to better determine whether the minimum qualifications for this posting have been met.
