Organization

: GENERAL LAND OFFICE 

Primary Location

: Texas-Austin 

Work Locations

: 

Job

: Business and Financial Operations 

Employee Status

: Regular 

Schedule

: Full-time Standard Hours Per Week: 40.00 

Travel

: Yes, 10 % of the Time 

Salary (Pay Basis)

: 5,000.00 – 6,000.00 (Monthly) 

Number of Openings

: 1 

Overtime Status

: Non-exempt 

Job Posting

: Sep 19, 2022, 7:14:16 AM 

: Oct 10, 2022, 11:59:00 PM 

 The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources. This position is with our Enterprise Technology Systems (ETS) area of the agency.

The Senior Service Desk Analyst performs highly advanced and/or supervisory (senior-level) computer systems support work in a service desk environment. Work involves overseeing the daily activities of the service desk by providing first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone, network, or cloud  environment. May supervise the work of others. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

Military Crosswalk information can be accessed at:
hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf
In order to receive Veteran’s preference, a copy of the DD #214 is required at the time of interview.

The successful candidate will be an integral part of the GLO’s ETS team. To be successful the candidate must model the GLO’s competencies of Integrity, Open Communications, Teamwork, Innovation and Proficiency.

Benefits

• Free Parking
• Defined Retirement Benefit Plan
• Optional 401(k) and 457 accounts
• Medical Insurance – State pays 100% of the health plan premium for eligible full-time employees and 50% of the premium for their eligible dependents. State pays 50% of the eligible part-time employee’s premium and 25% for eligible dependents.
• Optional Benefits such as dental, vision, and life insurance
• Minimum of 96+ Hours of Annual Leave a year **Annual leave increases with length of service.
• Hybrid work schedule – Three days of work are in the office and two days can be worked from home.

Essential Job Duties

• Oversees the delivery of technical support services for agency personnel and other customers to ensure that incidents, problems and service requests have been appropriately documented and resolved timely; and provides assistance in researching and resolving escalated problems, which includes the most complex and/or critical technical problems.
• Serves as a member of the escalation team at the service desk and faciliates the escalation process for all teams.  Provide first and second level customer support for hardware, software, and network issues for escalated issues.
• Serves as application administrator and subject matter expert for applications and hosted application environments. Installs, configures, administers, and troubleshoots the applications and hosted application environments.
• Analyzes performance of service delivery and technical support activities, identifies problem areas, and devises and delivers solutions to enhance quality of service and prevent future problems.  Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.
• Produces and reviews technical support, service delivery and process documentation as required by standard team practices. Ensure proper documentation of new technologies and known issue resolution steps are added to service desk knowledgebase.
• Oversees and/or performs work on service desk projects including those that are highly complex in nature and/or large in scale.  Contributes on and/or leads service desk activities to ensure tasks and projects are completed within established time frames.
• Manage, measure and improve end user technology support experience through regular interaction, surveys and other methods of feedback.  Manage key relationships with stakeholders throughout the agency.
• Reviews business reuqirements and solution capabilities to provide recommendations regarding the procurement of information technology services and equipment.

Minimum Qualifications
Graduation from an accredited four-year college or university with major coursework in computer science, information systems, computer engineering or a related field. Equivalent IT support experience may be substituted for a bachelor’s degree based on 1 year of work experience for every 1 year of education.

7+ years of professional experience working in information technology support or service desk environment.
Experience working in a level 2 or level 3 capacity as part of a service desk team supporting an enterprise environment.
Experience performing hardware troubleshooting for computers, peripherals, printers, and mobile devices.

Preferred Qualifications
Graduation from an accredited four-year college or university with major coursework in computer science, information systems, computer engineering or a related field.

Experience managing or acting as a team lead on a service desk team, providing oversight on tickets and managing an escalation process.
Experience mentoring and coaching more junior team members as part of a service desk environment
Experience with a mobile device management platform and the enterprise management of mobile devices.
Experience managing an enterprise print management platform and troubleshooting printer hardware.

Experience with the following technologies, tools, and platforms:

• Microsoft Active Directory, Office 365, and Exchange Online
• Microsoft Windows 7, 10, 11 and the Microsoft Office productivity suite
• Okta or other identity provider platforms
• ZENworks Configuration Manager, System Center Configuration Manager, or other endpoint management platforms
• Smartphones and tablets running iOS or Android

One or more of the following certifications:

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• ITIL 4 Foundation-IT Service Management Certification
• HDI Customer Service Representative (HDI-CSR)
• HDI Support Center Analyst (HDI-SCA)
• HDI Desktop Advanced Support Technician (HDI-DAST)
• Microsoft Certified Desktop Support Technician (MCDST)
• Microsoft Certified Solutions Associate (MCSA)
• Microsoft Certified: Identity and Access Administrator Associate
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft Technical Associate: Networking Fundamentals
• Microsoft Technical Associat: Windows Operating System
• Microsoft Technical Associate: Database Fundamentals Fundamentals
• Microsoft Certified: Security, Compliance, and Identity Fundamentals

Knowledge, Skills, and Abilities

• Knowledge of the principles, best practices, and techniques of IT support in a service desk environment.
• Skill analyzing level 1 and level 2 support issues and troubleshooting in a methodical and analytical manner to ensure appropriate resolution.
• Skill in exercising sound judgment and effective decision making
• Excellent organizational, problem-solving, and work management skills
• Ability to effectively work with team members, business users and leadership.
• Ability to communicate effectively both verbally and in writing to any level of the organization in a clear and concise manner
• Ability to document work appropriately in a ticketing system with an attention to detail
• Ability to receive and respond positively to constructive feedback
• Ability to be self-motivated and effectively prioritize and execute tasks in a fast-paced environment

Physical Requirements
This position requires the employee to primarily perform non-sedentary work; mobility (moving around the work-site) is routinely required to carry out some duties including extensive moving upon and traveling across uneven surfaces, rough terrain and/or desolate areas; normal cognitive abilities including the ability to learn, recall, and apply certain practices and policies; marginal or corrected visual and auditory requirements; constant use of personal computers, copiers, printers, and telephones; the ability to move about the office to access file cabinets and office machinery; requires the stamina to maintain attention to detail despite interruptions; ability to move and transport records, documents, boxes and all related information, materials and tools, weighing up to 50 pounds; frequent sitting and/or remaining in a stationary position; ability to bend, stoop, kneel, reach and/or steer a boat as needed; the ability to work outside and adapt to adverse weather conditions to include sea, sky and land environments; the ability to work under deadlines, as a team member, and in direct contact with others; and the ability to remain stationary for long periods of time when commuting to and from assigned destination and when traveling on state business including field work and training assignments.