Systems Support Specialist II

Office of the Attorney General

DIVISION: Child Support – Information Technology 453
POSTING NUMBER: 20-0704
JOB TITLE: Systems Support Specialist II
MONTHLY SALARY: $2,748.00-$3,400.00
LOCATION: 5500 E. Oltorf, Austin, TX 78741

Applications for employment with the Office of the Attorney General (OAG) can be easily submitted through the OAG’s Job Postings Page. The OAG also accepts applications submitted through www.WorkInTexas.com. Please note: A State of Texas application must be completed to be considered. Pursuant to the Texas Government Code, an applicant for any OAG position may be subject to a criminal background check.

GENERAL DESCRIPTION
Performs moderately complex computer systems support for the Office of the Attorney General (OAG) Child Support (CS) Information Technology (IT) division. Work involves providing customer support on the Help Desk via phone and email for statewide agency IT systems. OAG employees enjoy excellent benefits along with tremendous opportunities to do important work and make a positive difference in the lives of all Texans.

ESSENTIAL JOB FUNCTIONS
Answers Help Desk incoming phone calls, perform remote technical support by identifying, diagnosing and resolving Tier 1 problems for customers on PC’s, laptops, printers, scanners, software, network connections, computer peripherals, IP phones/smart phones and a variety of applications. Maintain detailed records of all call activity in ticketing system and escalate incidents to the next level of support as needed.
Monitors and responds to issues reported via the online request form and e-mails delivered to the CSD-Help mailbox; records requests on ticketing system and resolves or escalates incidents to the next level of support.
Plan, develop, organize, write and edit technical documentation; conduct knowledge sharing and training sessions with peers to contribute to the internal knowledge base system; acts as backup in the absence of Team Lead or Supervisor, as requested.
Performs related work as assigned
Maintains relevant knowledge necessary to perform essential job functions
Attends work regularly in compliance with agreed-upon work schedule
Ensures security and confidentiality of sensitive and/or protected information
Complies with all agency policies and procedures, including those pertaining to ethics and integrity

MINIMUM QUALIFICATIONS
Education: Graduation from high school or equivalent
Experience: Three years of full-time experience in the following (or closely related) fields: customer service, trouble-shooting and/ or resolving computer-related problems on personal computers, printers, file servers, or network connectivity; three years (ninety credit hours) from an accredited college or university may be substituted for the required experience on a year- for-year basis
Experience in providing excellent customer service in a deadline-driven work environment
Experience with personal computer components and microcomputer terminology related to hardware and software
Knowledge of multi-level operating systems, e.g. Windows, Unix
Skill in organizing and managing work time to meet goals and complete multiple assignments without compromising accuracy
Skill in complex problem-solving, organization and decision-making
Skill in using a computer for word-processing and data entry/retrieval
Skill in giving and following technical instructions
Skill in handling multiple tasks, prioritizing, and meeting deadlines
Skill in effective oral and written communication
Ability to follow detailed processes with low error rate
Ability to learn new technologies and concepts quickly
Ability to receive and respond positively to constructive feedback
Ability to work cooperatively with others in a professional office environment
Ability to provide excellent customer service
Ability to arrange for personal transportation for business-related travel
Ability to provide on-call support, 24 hours per day/7 days per week, during emergency situations
Ability to work more than 40 hours as needed and in compliance with the FLSA
Ability to lift and relocate 30 lbs.
Ability to travel (including overnight travel) up to 5%

PREFERRED QUALIFICATIONS
Experience with the Texas Child Support Program
Administrator knowledge of Microsoft Office, WordPerfect 10, Outlook, Remedy and EMC
Documentum/Captiva

TO APPLY
Applications for employment with the Office of the Attorney General (OAG) can be easily submitted through the OAG’s Job Postings Page. The OAG also accepts applications submitted through www.WorkInTexas.com. Please note: A State of Texas application must be completed to be considered. Pursuant to the Texas Government Code, an applicant for any OAG position may be subject to a criminal background check. Military Crosswalk information can be accessed at http://www.hr.sao.state.tx.us/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf.

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER

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Posted: March 19, 2020