DPS - IT - OIC Systems Analyst II - 0253

***THIS POSITION REQUIRES THE ABILITY TO WORK TWELVE (12) HOUR NIGHT SHIFTS***

[*NIGHT SHIFT IS 7PM-7AM*]

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 moderately complex (journey-level) computer systems analysis work in the Operations Information Center (OIC) managing business-impacting IT events as they occur. May train others. Work under general supervision, with limited latitude for the use of initiative and independent judgment.

The following Military Occupational Specialty codes are generally applicable to this position. https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf.

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES / RESPONSIBILITIES:

1. Communicate with DPS employees and/or external Law Enforcement Agencies via phone, email, text to provide service and support for system issues, connectivity, and customer support.

2. Work with supervisor to assist in the resolution of IT events and related customer issues. Provide feedback to supervisor for communications of system, network and application status.

3. Determine operational, technical, and support requirements for the location, installation, operation, and maintenance of office equipment and computer and data systems.

4. Provide technical assistance and support for troubleshooting applications and hardware problems to restore to normal status.

5. Maintain open line of communication within the workgroup, with co-workers, all sections within IT, customers, and Operations Management to assure maximum integration and coordination of activities in the OIC.

6. Assist in formulating logical descriptions of problems and devising optimum solutions, documenting all actions in ticketing system.

7. May determine computer software or hardware needs required to get user functional.

8. May analyze, evaluate, and make recommendations concerning existing information technology and systems processes and the development of new procedures, standards, tools, and techniques.

9. May assist in information systems security administration.

10. May assist with the analysis and evaluation of existing information technology systems processes associated with software technology planning, development, implementation, system security, and interfaces.

11. May train others.

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

13. Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education – Graduation from an accredited two-year college or university with a major in Computer Science, Information Management, Business Management, or a related field is preferred.

Experience – Minimum of two (2) years’ technical work experience in the operation and support of a medium to large scale enterprise level computing environment similar in size and technology as DPS is required. Minimum of two (2) years’ experience as a Service/Help Desk technician is preferred. Extended knowledge of IT support and remote troubleshooting and a strong background in the support of Microsoft products and mobile devices is required.

Substitution Note: Additional education of the type described may be substituted for the experience requirement on a year-for-year basis for up to two (2) years.

Licensure and/or Certification – Must possess a valid driver license from state of residence.

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.

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.

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.

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.

• Knowledge of any or all of the following systems management tools: Agentless Monitoring Systems and IT Ticketing Systems.
• Knowledge of Mainframe job processing and mainframe console administration.
• Knowledge of any or all of the following systems: Windows Server; Windows Desktop; Network routers and switches; storage subsystems; Telephony systems; Databases; Facility Environmentals; Satellite systems, MPLS Circuits and VPN.
• Ability to perform general support to basic computer hardware and troubleshoot and support Microsoft products and other COTS software applications.
• 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.

Safety – Must be able to work in safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and must be able to comply with safety standards and best practices.

Travel and/or Schedule – Availability for after-hour and weekend work is required. Ability to work twelve hour shifts which will cover days (7:00 AM-7:00 PM) or nights (7:00 PM-7:00 AM) is required. Telecommuting up to 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;
• Hand-eye coordination and arm/hand/finger dexterity;
• Ability to speak, hear, and exercise visual acuity;
• Ability to transfer weights of thirty (30) pounds anticipated for this position;
• Driving requirements: Occasional (five [5%]).

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.