Job Description This posting is open to internal DPS employees only. 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 _HRAM_FL.HRS_CG_SEARCH_FL.GBL?FOCUS=Applicant&
GENERAL DESCRIPTION: Perform highly complex (seniorlevel) technical custom support work for agency IT systems and peripherals in a standalone, network, and mobile environment. Support large groups of users and many different applications. Work includes installation and configuration of computer systems, diagnoses hardware/software faults and solving technical problems, either over the phone or inperson. 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.
The following Military Occupational Specialty codes are generally applicable to this position.
Applicants must fully complete the summary of experience to determine if minimum qualifications are met.
ESSENTIAL DUTIES / RESPONSIBILITIES: - Troubleshoot complex workstation and network problems, diagnose, and solve hardware/software faults.
- Install equipment for employee use, and ensure proper installation of cable, operating systems and appropriate software and drivers. Reach out to vendors as needed for replacements, service, and assistance.
- Monitor, detect, troubleshoot, and resolve highly complex Windows issues. Create and facilitate Windows scripting (PowerShell, CMD, etc.) to maintain a clean and secure Windows environment.
- Install and support workstations in remote locations. Support special missions of Specialty groups. Install and update current image for workstations and reimage equipment as needed.
- Coordinate and collaborate with internal and external customers to identify potential Windows issues and recommend program improvements.
- Serve as Subject Matter Expert (SME) for support team; assign tickets and coordinate support as needed; train staff and new employees; meet with supervisor and/or manager regularly provide team status and concerns.
- Maintain records of daily incidents, problems, work orders, and remedial actions taken and/or installation activities. Update all trouble incidents/work order interactions with clear/concise information.
- Create, document, and update processes to resolve complex issues and special configurations, maintain license keys, and maintain warranty information.
- Provide and/or share technical knowledge with peers and other IT services support staff and participate in professional development activities. Mentor/train junior support technicians.
- Conduct product evaluations of upgraded or new hardware and software; identify strengths, weaknesses, and potential benefits to the agency; and recommend enhancements to network facilities.
- Study vendor/manufacturer brochures and manuals, technical periodicals, and other publications, attend trade shows, conference and training sessions and collect other data from research sources to keep knowledge of personal computer and network technology advances uptodate.
- Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.
- Perform other duties as assigned.
GENERAL QUALIFICATIONS and REQUIREMENTS: Education: High School Diploma/equivalent. Graduation from an accredited fouryear college or university with a major in Computer Science is preferred.
Experience: Minimum of seven (7) years experience troubleshooting computer hardware and software of various types and installing all software including security software and setting in a Windows environment.
Substitution Note : Additional work experience of the type described or other related education may be substituted for one another on a yearforyear basis.
Licensure and/or Certification: If driving is required, must possess a valid driver license from state of residence.
Critical Organizational Infrastructure requirements: This job may be responsible for conducting research on, working on, or having the ability to access critical organizational infrastructure; must be able to maintain the security and integrity of the infrastructure related to this role. Additionally, and more specifically, must not be employed by nor have any connection or continuous connections to any governmental entity or political apparatus of a country listed in 15 C.F.R. 791.4.
Regulatory Knowledge: Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.
Supervisory/Managerial/Leadership skills: Knowledge of management/supervisory methods and principles, performance/productivity standards, and fiscal/budget management. Ability to develop plans, policies, and procedures for efficient workflow and overall effectiveness. Ability to provide clear direction to others, promote teamwork and motivate others to accomplish goals.
Technology: Proficiency with Microsoft Office and appropriate levels of proficiency with utilized software and systems (e.g. CAPPS, SharePoint, Windows, iPhone) and be able to learn new software/systems.
- Advanced troubleshooting skills using a variety of thirdparty tools and understanding of client/server technology is required.
- Knowledge of enterprise networks, SCCM, VLANs, group policy, Active Directory, Remote Access, VPN and endclient protection software is required.
- A+ certification preferred. Knowledge of System Center Configuration Manager (SCCM) is preferred.
- Considerable knowledge of the architecture of a wide variety of Windows configurations, hardware settings, addin components, and related industry standards; of system analysis, design
methodology, and Windows hardware and software systems in an enterprise environment. - Highly advanced knowledge of the practices, principles, and techniques of computer operations, information systems, computer software/hardware, and information security policies and procedures; of operating systems including Windows 8.1 and Windows 10; of computer hardware including desktops, laptops, mobile devices, and wireless connectivity.
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. Must demonstrate DPS core values: Integrity, Excellence, Accountability, and Teamwork.
Organizational and Prioritization Skills: Must be organized, flexible, and able to effectively prioritize in a multidemand 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 and/or communications 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.
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.
Schedule and/or Remote/Telecommuting Work and/or Travel: Availability for afterhours, holidays, overnight, emergencies and weekend work is required. This position may have the ability to telecommute based on the needs of the division/agency. Travel statewide up to 2 days per month.
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/Indoors and/or Outdoors and/or Vehicle;
- Ambulatory skills, e.g. stand, walk, sit, reach, climb, balance kneel and crouch;
- Handeye coordination and arm/hand/finger dexterity;
- Ability to speak, hear, and exercise visual acuity;
- Ability to transfer weights of up to fifty (50) pounds anticipated for this position;
- Driving requirements: Extensive (50%).
State of Texas Benefits and Retirement Information: ;/strong>
Current DPS employees who submit applications for posted DPS positions shall notify their immediate supervisor in writing.
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 n o 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 fulltime, noncommissioned positions only under very specific circumstances. 
.png?format=webp)
Never miss an opportunity! Create an alert based on the job you applied for.
