Systems Support Specialist III (Information Technology Support Specialist) at Texas Alcoholic Beverage Commission, TX

GENERAL DESCRIPTION: 

Performs complex computer systems support work in a help desk setting. Work involves providing assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone, network, or mainframe environment. 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.

ESSENTIAL JOB FUNCTIONS: 

(40%) Coordinates, reviews and prioritizes incoming operational issues, 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.

• Provides support to end users on a variety of migration / refresh issues.
• Rely on instructions and pre-established guidelines to perform the functions of the job.
• Maintains records of daily data communication transactions, problems, remedial action taken, and installation activities.

(30%) Coordinates and sets up equipment for employee use, and performs or ensures proper

installation of cables, operating systems, or appropriate software.

• 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.

• Assigns logons and rights, print queues, and directory structures; resets passwords; creates

             departmental groups; and runs security software.

• Maintains computer and hardware inventory records for new and surplus equipment.

(10%) Develops procedures and training manuals and conducts presentations and briefings.

• Complies with all applicable agency policies and procedures, including safety and standards of conduct.
• Prepares reports on systems efficiency and utilization.

(10%) Coordinates and updates computers and applications.

• Coordinates the scheduling of updates.
• May assist with managing the help desk system and database issues. 

(10%) Performs related work as assigned.

MINIMUM QUALIFICATIONS:

NOTE:  The finalist for this position will be subject to passing a background check, including criminal background.

Graduation from a standard senior high school or equivalent.

AND

 Four years of full-time experience providing technical support which includes installing, operating, and

troubleshooting of personal computer hardware, and experience operating and troubleshooting 

personal computer software.

Must be willing to complete department or agency on and off-site training to enhance job-related skills.

Required to participate in rotating on-call support.

Attends work regularly in accordance with agency leave and attendance policies.

Willing to travel up to 25%.

Preferred Qualifications:

CompTIA A+ certification / Network+ certification, or Microsoft 365 Certified: Endpoint Administrator Associate

KNOWLEDGE, SKILLS, AND ABILITIES: 

Knowledge

• Knowledge of the practices, principles, and techniques of microcomputer operation and troubleshooting.
• Knowledge of Windows 11 operating systems including break-fix, installation, trouble shooting, imaging, etc. macOS experience and knowledge is also beneficial, however, not required.
• Knowledge of common IT ticketing software, ConnectWise, ServiceNow, Zendesk, etc. 
• Extensive knowledge of software applications (i.e. Microsoft Office and Office 365, Word, Excel, PowerPoint, Outlook).

Skills

• Skill in the support of computers, the use of applicable programs and systems, and troubleshooting information systems.
• Skill in laptop/desktop hardware break-fixes (Windows and macOS).
• Skill in presenting information orally for instructional purposes.

Abilities

• Ability to lift a minimum of 40 lbs. to shoulder level.
• Ability to travel to branch office locations (25%)

REGISTRATION, CERTIFICATION OR LICENSURE:

• Possess a valid Texas driver’s license.
• CompTIA A+ certification / Network+ certification, or Microsoft 365 Certified: Endpoint Administrator Associate preferred.
• Additional certifications may be required to be registered, certified, or licensed in a specialty area.

PHYSICAL REQUIREMENTS AND/OR WORKING CONDITIONS:

This position functions in a standard office environment. Must be able to move around the office to access filing cabinets, office equipment and move up to 20 pounds. Must be able to communicate and exchange information via phone, computer, in person and via electronic media. Must be able to perform repetitive use of a keyboard at a workstation.  Must be able to work with overlapping deadlines.

This position is expected to work in the office but may be eligible for situational telework schedule upon completion of an initial probationary period. For teleworking, must have a secure, dedicated workspace with internet service, ability to maintain a reliable consistent work schedule and be available for meetings and group collaboration via Microsoft Teams or other platforms/applications during regular business hours.