TJJD - IT Support Specialist III - IT Service Desk - (GID)

Performs highly complex (senior-level) computer systems support work in a help desk setting. Work involves providing first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone or network environment. Work may be at the agency central office, halfway houses, district parole offices, and high security correctional facilities on an as-needed basis., 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, software, and peripherals.

Coordinates and/or 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; and recognizes and escalates difficult problems to a higher level of support.

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

Reviews and makes recommendations regarding the procurement of information technology equipment.

Performs a variety of related duties not listed, to be determined and assigned as needed.

Performs all duties in compliance with agency safety policies and procedures:

• Reports safety hazards and corrects hazards when possible.
• Completes required documentation in the event of an accident/injury within requested time frames.
• Reports safety hazards and corrects hazards when possible.
• Completes required documentation in the event of an accident/injury within requested time frames.

Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.

Performs all duties in compliance with agency safety policies and procedures:

Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.

This position requires to travel up to 5% of the time to TJJD secure sites or Halfway Houses as needed for tech support.

Expected to have an understanding of TJJD’s treatment programs for the youth including Texas Model 2.0 and be able to evaluate application of the Model by TJJD staff when visiting/auditing facilities and locations where youth are supervised.

Bachelor¿s degree. Two (2) years of full-time wage-earning experience supporting a LAN or WAN, an IP communication environment, troubleshooting PC problems, and installing and maintaining PC software applications or related tasks., High School Diploma or equivalent. Six (6) years of full-time wage-earning experience supporting a LAN or WAN, an IP communication environment, troubleshooting PC problems, and installing and maintaining PC software applications or related tasks., * One year of appropriate experience may substitute for one year of college (30 course hours) on a year for year basis.

• Completed course hours of undergraduate study may substitute for up to four years of experience on a basis of 30 course hours for one year of experience.
• Completed course hours of graduate study may substitute for up to two years of experience on a basis of 12 graduate course hours for one year of experience.
• Pro-rated part-time experience may satisfy the experience requirement.

Note: Any degree, diploma, high school equivalent, or course hours required to meet minimum qualifications must be from an accredited educational institution.

Preferred Qualifications

• Bachelor¿s degree with major course work in computer science, management information systems, or a related field.
• Experience supporting a LAN or WAN.
• Experience troubleshooting PC issues.
• Experience installing and maintaining PC software applications.

Knowledge/Skills/Abilities

• Knowledge of operating systems, protocols, and network diagnostic methods.
• Knowledge of computer hardware and software.
• Knowledge of network systems and cabling.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Skill in using resources to achieve optimal results.
• Skill in Microsoft Office: Word, Excel, PowerPoint, Outlook and Teams.
• Skill in system troubleshooting.
• Skill in active directory.
• Ability to adhere to standards, policies and procedures to maintain the security and integrity of agency information technology systems.
• Ability to recognize, analyze, and resolve network problems.
• Ability to develop and implement work objectives.
• Ability to work independently and collaboratively with all stakeholders and maintain a professional, courteous demeanor.
• Ability to coordinate and work in a team environment.
• Ability to prioritize and manage multiple tasks; plan, organize, and coordinate work assignments; and meet deadlines.
• Ability to process information logically, make decisions, and demonstrate the soundness of those decisions.
• Ability to follow ethical standards and enforce agency policies.
• Ability to establish and maintain effective working relationships with others.
• Ability to work in excess of 40 hours per workweek, be on-call 24/7, and travel occasionally.
• Ability to work a shift other than 8:00 a.m. to 5:00 p.m.

Physical Requirements

The following physical demands and working conditions are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Analyzing

Alphabetizing

Ability to communicate effectively, orally and in writing

Ability to see

Ability to hear (with or without aid)

Ability to perform tactile discernment

Identify colors

Depth perception

Operate motor equipment

Lifting up to 40 lbs.

Carrying up to 40 lbs.

Pulling

Pushing

Prolonged standing and walking

Prolonged sitting

Repeated bending

Reaching above shoulder

Manual/finger dexterity

Dual simultaneous grasping

Crawling

Twisting, Candidates must be eligible to work in the United States without requiring sponsorship.

Pulled from the full job description

• Tuition reimbursement
• AD&D insurance
• Health insurance
• Retirement plan
• Vision insurance
• Dental insurance
• Paid sick time, State of Texas Benefits and Retirement Information can be found at https://www.ers.texas.gov. Benefits include: Retirement plan, paid group health & life insurance for employee, paid holidays, paid vacation leave, paid sick leave, longevity pay, educational assistance program, employee assistance program. Optional add-on benefits include: Dental, Vision, Optional Life Insurance, Voluntary AD&D Insurance, Dependent Health & Life insurance, Health & Dependent care flexible spending accounts, etc. Additionally, certain designated positions are eligible for hazardous duty pay, and career ladder advancements.