TJJD - IT Customer Support I - (MCL)

Performs entrylevel computer systems support work in a help desk setting. Work involves providing firstline assistance for operational problems of agency information technology systems and automated office equipment in a standalone, network environment at the assigned high security correctional facility for juveniles., Assist with prioritizing incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem or request; and monitors the status to ensure a timely resolution. (40%)

Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, DVR, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support. (10%)

Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions. Installs, maintains, and performs minor repairs to hardware, software, or office equipment. (10%)

Assists in maintaining records of daily data communication transactions, problems, remedial actions taken, and installation activities. Assists with equipment set up for employee use, including the installation of cables, operating systems, or appropriate software. Assists in the update of computers and software. Assists in maintaining inventory of information technology assets. (30%)

May check out and check in computer and other office equipment; and run security software. (5%)

Reports any presence or perception of racial, ethnic, and/or gender disparities.

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.

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

High School diploma or equivalent. Two (2) years of fulltime wageearning experience and one of those years must be any combination of the following: network or computer support; IT Help Desk; supporting a LAN or WAN, and IP communication environment; troubleshooting technical problems; or installing and maintaining PC software applications or related tasks.

Preferred:

• Associates degree with major course work in Information Technology or related field.
• Experience providing IT support in government or correctional environments.
• Two years of customer service experience in an IT environment.

Experience and Education Substitutions:

• 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.
• Prorated parttime 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.

Knowledge/Skills/Abilities

Knowledge of:

• Practices, principles, and techniques of computer operations.
• Information systems.
• Computer software and hardware.
• Information security policies and procedures.

Skill in:

• Microsoft Office including: Word, Excel, PowerPoint, Outlook and Teams.
• Support of computers.
• Use of applicable programs and systems.
• Troubleshooting information systems.

Ability to:

• Operate information technology systems.
• Communicate effectively and have strong customer service skills.
• Adhere to standards, policies and procedures to maintain the security and integrity of agency information technology systems.
• Work independently and collaboratively with all stakeholders and maintain a professional, courteous demeanor.
• Coordinate and work in a team environment.
• Process information logically, make decisions, and demonstrate the soundness of those decisions.
• Follow ethical standards and enforce agency policies.
• Establish and maintain effective working relationships with others.
• Work in excess of 40 hours per workweek, be oncall 24/7, and travel occasionally .

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.

State of Texas Benefits and Retirement Information can be found at . 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 addon 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.