Systems Support Specialist IV - Board of Pardons and Paroles Information Technology - Austin (713872)

Texas Department of Criminal Justice•Austin, TX

About The Position

Performs advanced computer systems support work in a help desk setting. Work involves coordinating first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone, network, and mainframe environment. Works under minimal supervision with considerable latitude for the use of initiative and independent judgment.

Requirements

Bachelor's degree from a college or university accredited by an organization recognized by the Council for Higher Education Accreditation (CHEA) or by the United States Department of Education (USDE). Major course work in Business Administration, Computer Science, Management Information Systems, or a related field preferred. Each year of experience as described below in excess of the required three years may be substituted for thirty semester hours from an accredited college or university on a year-for-year basis.
Three years full-time, wage-earning experience in consultative and technical program activities in a computer services environment, including analysis, research, and evaluation.
Knowledge of the practices, principles, and techniques of computer operations and applications.
Knowledge of a variety of computer application programs and their applicability to computer systems operations.
Knowledge of agency and departmental organizational structure, policies, procedures, rules, and regulations preferred.
Skill in troubleshooting hardware and software problems.
Skill to implement data security controls.
Skill to communicate ideas and instructions clearly and concisely.
Skill to coordinate with other staff, departments, officials, agencies, organizations, and the public.
Skill to interpret and apply rules, regulations, policies, and procedures.
Skill in administrative problem-solving techniques.
Skill in the use of computers and related equipment in a stand-alone or local area network environment.
Skill in the use of Microsoft Office Suite or equivalent to include word processing, spreadsheet, database, or presentation software programs.
Skill to review technical data and prepare technical reports.
Ability to walk, stand, sit, kneel, push, stoop, reach above the shoulder, grasp, pull, bend repeatedly, climb stairs, identify colors, hear with aid, see, write, count, read, speak, analyze, alphabetize, lift and carry under 15 lbs., perceive depth, operate a motor vehicle, and operate motor equipment.
Conditions include working inside, working around machines with moving parts and moving objects, radiant and electrical energy, working closely with others, working alone, working protracted or irregular hours, and traveling by car, van, bus, and airplane.

Responsibilities

Assists in the coordination of the technical help desk
Sets up equipment for employee use and performs and ensures proper installation of personal computer hardware, cables, operating systems, and other business software
Establishes and ensures that necessary security controls over software and hardware are maintained
Coordinates the update of personal computer and mainframe applications programs according to agency policies and procedures.
Provides customer service and answers user inquiries regarding computer software, hardware operation, and the use and interface of systems and software applications
Maintains and reviews records and provides follow-up on technical problems, remedial actions taken, and installation activities.
Oversees the delivery of technical support for agency employees and other end users to ensure that problems and requests have been appropriately documented and resolved timely
Provides assistance in researching and resolving escalated problems, to include the most complex and critical technical problems.
Coordinates and maintains the inventory of information technology assets
Reviews and provides recommendations regarding the procurement of information technology equipment.
Analyzes performance of technical support activities and documents resolutions
Identifies problem areas, and devises and delivers solutions to enhance quality of service and prevent future problems
Develops procedures and training manuals and conducts presentations and briefings.
Performs a variety of marginal duties not listed, to be determined and assigned as needed.