OAG (Internal) - Child Support | Systems Support S

Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=104535andPostingSeq=1Job DescriptionINTERNAL OAG EMPLOYEES ONLYThe 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.The IT Support Specialist performs advanced (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 IT Support specialist shall report to an OAG Child Support Division work location at any regional, field, or storefront office based on the candidate's preference but subject to the needs of the Child Support Division. Regardless of primary duty point, the candidate must collaborate with relevant stakeholders throughout the region, and some travel to and from Austin and other worksites throughout the region for in-person meetings will be necessary.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. Function DescriptionCoordinates 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 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. 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. Assist 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.Complies with the work schedule and assignments, including occasional Saturday coverage. Complies with a l training requirements, including becoming Dell Tech Dispatch Certified during employment.Performs related work as assignedMaintains relevant knowledge necessary to perform essential job functionsAttends work regularly in compliance with agreed-upon work schedule. Telework schedules are permitted for employees based on the agencys 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 informationComplies with all agency policies and procedures, including those pertaining to ethics and integrity MINIMUM QUALIFICATIONSEducation: Graduation from high school or equivalentExperience: Three years full-time experience in work involving computer science, informational technology, or other related fields; 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 systemsExperience 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.Knowl