System Support Spec I
About The Position
Provides Level I and Level II support for agency information technology systems in a diverse environment. The role assists with installing, configuring, securing, and maintaining server software, applications, and hardware in a multi-node network infrastructure. It includes troubleshooting server-based systems, network equipment, and end-user systems; administering users, computers, and Group Policy in an Active Directory/Entra domain-based environment; and assisting with automation of processes where appropriate. The position supports end users through the MIS Helpdesk, documents ongoing and resolved work, assists with employee onboarding and account or equipment setup, and processes access changes related to employee terminations, transfers, promotions, and leaves of absence. It also monitors the MIS Infrastructure Helpdesk queue, supports consistent workstation deployment standards, coordinates production system changes with the MIS Director and/or Network Administrator, and serves as a Level II escalation point and mentor to Tier 1 technicians. The position documents IT equipment in the Asset Panda database and requires effective technical and non-technical communication, customer service, efficient use of work hours, and a valid Texas driver’s license. Occasional use of company vehicles is required. Other duties may be assigned.
Requirements
- High school diploma or GED and three years of Help Desk/Information Technology work experience, or an associate degree from an accredited college or university with a major in computer science, communications, or a related field.
- At least three years of experience supporting Microsoft Windows Server (2016 and newer) and Windows 10.
- Valid Texas driver’s license.
Nice To Haves
- Experience with Microsoft Office 365 Intune.
- Linux experience.
- Knowledge of basic SQL systems administration.
- Knowledge of setup and configuration of Fortinet firewalls, switches, and Wireless APs.
- Experience with PowerShell, Bash/POSIX, or other scripting languages.
- Industry certifications, such as CompTIA A+, Network+, Security+, Microsoft MCP, or MCSE.
Responsibilities
- Provide Level I and Level II support for agency information technology systems.
- Assist with installing, configuring, securing, and maintaining server software, applications, and hardware in a multi-node network infrastructure.
- Troubleshoot server-based systems, network equipment, and end-user systems, including Windows and Linux servers, Cisco network products, and Fortinet network equipment.
- Perform complex troubleshooting of server-based and end-user systems.
- Perform diagnostic procedures for hardware maintenance and repair.
- Administer users, computers, and Group Policy in an Active Directory/Entra domain-based environment.
- Assist with creating and automating processes to perform tasks and increase efficiency where appropriate.
- Assist end users with issues submitted to the MIS Helpdesk and document ongoing and resolved work in the Helpdesk application.
- Assist Level I technicians with employee onboarding, including guidance and escalation support for account and equipment setup.
- Process and document account and access changes associated with employee terminations, transfers, promotions, and leaves of absence according to established procedures.
- Monitor the MIS Infrastructure Helpdesk queue, confirm tickets are appropriately assigned, and identify stalled, aging, or potentially problematic requests for follow-up or escalation.
- Help maintain consistent workstation deployment standards, including required applications, desktop configuration, and setup documentation.
- Coordinate and communicate production system changes with the MIS Director and/or Network Administrator.
- Serve as a Level II escalation point for other MIS team members.
- Maintain effective working relationships with other agency departments.
- Document IT equipment in the Asset Panda database.
- Mentor and coach Tier 1 technicians.
- Communicate effectively with LifePath staff members and provide friendly, courteous customer service.
- Use work hours efficiently and perform other duties as assigned.
- Occasionally use company vehicles.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
