Job 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 firstline assistance for operational problems of agency information technology systems and operating automated office equipment in a standalone, 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 valuedriven 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 ( ) 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. 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.
Performs related work as assigned
Maintains relevant knowledge necessary to perform essential job functions
Attends work regularly in compliance with agreedupon 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 (2) years fulltime experience in work involving computer science, information technology, or other related fields; may substitute credit hours from an accredited college or university for the required experience on a yearforyear 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 Microsoft and 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 oncall 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 inperson 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 businessrelated travel
Ability to work more than 40 hours as needed and in compliance with the FLSA
Ability to occasionally lift and relocate up to 50 lbs.
Ability to travel (including overnight travel) up to 20%
PREFERRED QUALIFICATIONS
Experience with CAPPS
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: _InformationTechnology.pdf
THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 80183300
- Position Id: a6211ece1da9e68333e115e04bb13ca0
- Posted 2 days ago
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