TDA - IT - Helpdesk Specialist

WHAT YOU’LL DO: The Helpdesk Specialist will perform complex workstation support in a helpdesk setting, assist with the deployment of new systems and p rovide technical support and assistance to Texas Department of Agriculture (TDA) Food & Nutrition (F&N) employees on telecommunications and computer hardware, software, and network infrastructure. You will work under limited supervision with considerable latitude for the use of initiative and independent judgment.

This position is 100% federally funded and will work solely on Food & Nutrition IT assignments and compliance.

Essential Job Duties

Provide technical support for TDA employees, ensuring that incidents and requests in an ITIL ticketing system such as Remedy or ServiceNow have been appropriately documented and resolved in a timely manner.

Set up equipment for employee use, and ensure all hardware, operating system, and appropriate software function properly.

Provide customer training in the use of hardware, software, and peripherals.

Track and maintain inventory of hardware and software assets.

Maintain and install Microsoft Windows workstation images.

Ensure systems remain patched and updated.

Create and maintain documentation related to Helpdesk support functions such as knowledge base articles.

Assist in the development and maintenance of training materials and manuals for customers.

Follow all TDA policies and procedures.

Perform other duties as assigned.

To be considered for the position, applicants must submit a State of Texas Application through CAPPS or WIT experience listed on the application and/or resume must state how each of the following qualifications are met).

Associate’s degree in an ITrelated degree such as CIS, MIS, CS, CyberSecurity. (One year of work experience related to the essential duties may substitute for one year of college).

Two (2) year systems administration experience in a Help Desk/Workstation Support environment.

Knowledge/Skills/Abilities

Knowledge of troubleshooting common enduser computer problems; Microsoft Windows; building images for computers; and organizational skills.

Skill in providing excellent customer service; in the support of computers; the use of applicable programs and systems; and troubleshooting information systems.

Ability to operate information technology systems; to troubleshoot and repair equipment; to communicate effectively, orally and in writing; to exercise sound judgment and discretion; and to maintain confidentiality., A criminal conviction records check is required for applicants who are selected for a position.

A valid governmentissued driver’s license, which is recognized by the Texas Department of Public Safety and in good standing, and an acceptable driving record are required. TDA will verify this information with the Texas Department of Public Safety. Applicants with a driver’s license not issued by the State of Texas should obtain and be prepared to provide a copy of their current driving record on or before their first day

Physical Requirements & Working Conditions: Requires working in a normal office work environment and may have exposure to dust and environmental allergens consistent with normal business activities and human contact. Mostly sedentary in nature but may involve walking; standing; pulling and pushing; kneeling, stooping and bending; performing tasks requiring fine motor skills and coordination; and safely lifting and carrying items weighing up to 30 pounds. Must be able to work extended periods at a computer and may require working extended hours and some evenings and weekends, as needed. May involve travel, occasionally overnight (up to 5%)., The State of Texas offers a variety of benefits for you and your family that are comprehensive and, on average, make up about onethird of total compensation. Benefits include:

• Retirement Plan

• Paid Group Health & Life Insurance for employees

• Paid Holidays

• Paid Vacation Leave

• Paid Sick Leave

• Longevity Pay

• Dental

• Vision

• Dependent Optional Life Insurance

• Voluntary AD&D Insurance

• Dependent Health & Life Insurance

• Health & Dependent care flexible spending accounts