IT Support Specialist I

Job Description



Job Posting: 2650353 Opening Date: 8/26/26 No. of Openings:2
Monthly Salary: $ View phone number on click.appcast.io Closing Date: Open till Filled Type of Employment: FTE

Job Title: Helpdesk Support Specialist
Classification: IT Support Specialist I
Job Code: 0228
Position Number: 00024228, 00071595
Department Number: 4900821
Salary Group: B14
FLSA Status: NonExempt
Location: George H.W. Bush Building, 1801 Congress Ave., Austin, TX 78701 (Yes/To remote after probationary period)

HOW TO APPLY EXTERNAL
All applications for employment with the Texas Medical Board must be submitted electronically through the State of Texas CAPPS Recruit portal:

Apply Here

Email and fax submissions are no longer accepted. All candidates are required to submit a complete State of Texas Employment Application through CAPPS Recruit and must include a resume, noting that the resume does not replace any required information on the application. Applicants must ensure all personal details, including address, phone number, email, and all other required fields are accurate and uptodate. Please doublecheck your application before submitting and review your CAPPS Recruit account to confirm that all information is current. Incomplete applications may be rejected.
ADDITIONAL INFORMATION

Must reside in Texas. No dualstate employment with another state agency or higher education is allowed. Selected candidates will be required to disclose any outside employment while an employee of the Texas Medical Board to avoid any conflict of interest while performing the work and mission of the agency. Must provide DOB for background check. The agency does not reimburse travel or lodging expenses to attend job interviews. Virtual job interviews can be requested.

MILITARY

If selected for the position the following must be provided for proof of military employment preference:
Veterans must provide form DD 214
Surviving Spouse or Orphan must provide DD 1300 or DD 214

Military Occupational Specialty (MOS) codes that may correspond to the state classification title for this position are listed on the State Auditor's Office Job Descriptions ; click on the occupational category for the position. Additional MOS can be found at the State Auditor's Office Military Crosswalk Guide .

The Texas Veterans Commission provides helpful employment information.

AGENCY INFORMATION

We have over 200 employees across the state of Texas. We are a collaborative and team environment work culture that values an environment of trust and accountability. Together we work towards our Boards mission to protect and enhance the publics health, safety, and welfare by establishing and maintaining standards of excellence used in regulating the practice of medicine and ensuring quality health care for the citizens of Texas through licensure, discipline, and education. We value employee worklife balance and provide our team with incentives that include flexed, compressed work schedules, wellness leave, health insurance and retirement programs, 401K, vacation paid leave, sick paid leave, holiday pay, promotional opportunities, free parking, employee assistance program, and other various benefits.

GENERAL DESCRIPTION

Perform technical work associated with supporting agency users and administering clientbased agency hardware and/or software systems. Work involves assisting agency staff, troubleshooting problems, hardware and software maintenance. Work under moderate supervision, with some latitude for using initiative and independent judgment. Report to the Help Desk Supervisor.

This is an entry level position, and the user will receive extensive onthejob training. The successful employee will supplement agency provided training with selfstudy. The employee will be eligible for a career ladder promotion to a Support Specialist II after successfully meeting the requirements of the position. The promotion will be at the discretion of the Information Technology Infrastructure and Operations Manager.

PRINCIPAL JOB DUTIES AND RESPONSIBILITIES

1. (80%) Provide helpdesk support and resolve problems to the end users satisfaction. Duties include
   
   
   1. Offers regular technical support, addressing software and hardware issues, as well as problems with office equipment including telephones, printers, and fax machines.
   2. Monitor Help Desk tickets assigned to the queue and process firstin firstout based on priority.
   3. Administer user accounts, including password resets and the addition of user accounts to applications.
   4. Install, configure, and deploy equipment, peripherals, office machines, and software per department standards.
   5. Assist with setup and support of agency Board meetings.
   6. Assist with onboarding of new users.
   7. Escalates difficult problems to a higher level of support.
   8. Utilize and maintain the Help Desk tracking software.
   9. Document internal procedures using department approved methods.
   10. Maintains inventory of all equipment, software, and software licenses.
2. (15%) Assist with IT service delivery
   
   
   1. Monitor IT delivery service and resolve or escalate issues as needed.
   2. Analyze and troubleshoot to effectively resolve customer service issues.
   3. Participate in technology implementations and upgrades.
   4. Train users on technology use and create related documentation and training materials.
3. (5%) Perform related work as assigned.

REQUIRED EXPERIENCE AND EDUCATION

• Graduation from a standard senior high school or equivalent.
• A minimum of 1 years¿ experience providing customer support by telephone or chat.
• A minimum of 6 months of experience providing information technology phone support to remote end users.
• A minimum of 6 months supporting the following Microsoft desktop technologies is required.
  
  
  • Windows 10 or Windows 11, and
  • Microsoft Office 365.

PREFERRED EXPERIENCE AND EDUCATION

• A minimum of 1 year of experience providing phone or inperson support for Windows 11, and Microsoft Office 365.
• Experience performing hardware maintenance on printers and scanners, such as roller or fuser replacement.
• Experience configuring computers using Windows Autopilot.
• Experience using Microsoft Intune as the Mobile Device Manager (MDM) for iOS devices.

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrated skill using personal computers, applicable programs and systems, and the ability to operate information technology systems.
• Demonstrated experience providing customer support.
• Demonstrated independence and resourcefulness in solving problems.
• Ability to make technical information understandable by nontechnical staff.
• Ability to handle multiple tasks.
• The position requires good oral and written communications skills including communicating with vendors and customers.
• Ability to lift a maximum of 50 pounds.

WORK ENVIRONMENT REQUIREMENTS
The principal job functions may be performed either in a home based remote environment or in an in office setting , depending on agency needs and the requirements of the position. Regardless of work location, the position requires:

• Regular and punctual attendance Monday through Friday.
• Must respond to internal and external communications in a timely manner which is at least:
  
  • Within 72 hrs (3 business days) of when external communication is received.
  • Within 24 hrs (1 business day) of when internal communication is received.
• Within 15 minutes while working remotely during business hrs if contacted by your Manager, unless you are on a pre approved leave or on a recognized lunch or exercise break.
• Frequent use of personal computers, copiers, printers, and telephones.
• Frequent sitting.
• Frequently working under deadlines, as a team member, and in direct contact with others.
• Compliance with all agency policies and procedures, including but not limited to applicable confidentiality, security, and safety rules, regulations, and standards.

PHYSICAL REQUIREMENTS AND/OR WORKING CONDITIONS

The principal job is performed in a standard office and requires:

• If temporarily working remotely due to limited office space, applicants must have a dedicated, quiet, and secure workspace that ensures privacy and minimal distractions to maintain confidentiality while working remotely.
• If temporarily working remotely due to limited office space, an applicant must have reliable and secure high speed internet access with a minimum of 20 MBPS download and 2 MBPS upload.
• Applicants may be required to provide confirmation from the area ISP.
• All applicants will have frequent use of keyboard, mouse, and other input devices.
• All applicants need to have the ability to participate in video calls, phone calls, and virtual meetings.
• All applicants may experience frequently working under deadlines, individually or as a team member, and at times may collaborate with others to meet deadlines.
• All applicants may generally experience low physical demands, occasional lifting of equipment up to a certain weight (e.g. 1040 lbs.).

LEGAL REQUIREMENTS

• In accordance with state law, authorization for telework may not be awarded to an employee as a condition of hiring.
• A new employee must complete the department probationary training period before evaluation for a telework agreement.
• TMB will conduct a TXDPS criminal history check on all new hires due to access to confidential or sensitive data while performing the work of the position applied for.
• Cannot hold outside employment that interferes with assigned work schedule, nor does it constitute a conflict of interest with TMB employment and services.
• Must reside in Texas.
• Dual employment at another state agency or Texas public university is not permitted.
• If hired, you must provide documentation¿s within three days of hire that establishes identity and employment verification.
• Employees assigned to agencyissued devices (e.g., laptops, cell phones) are expected to use these devices exclusively for workrelated duties. The use of personal devices for official work is strictly prohibited unless expressly authorized.
• The Texas Medical Board does not sponsor employment visas.

NEW HIRES/REHIRES

60day waiting period for health coverage.


REMARKS

Resumes will not be accepted without a completed and signed State of Texas application. Only the candidates selected for an interview will be contacted and will receive written notification of application results.


EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER


The Texas Medical Board does not discriminate on the basis of race, color, national origin, sex, age, religion, disability or veteran status. Employment opportunities shall not be denied to a qualified individual with a disability that requires reasonable accommodation. The applicant should communicate requests for reasonable accommodation by calling View phone number on click.appcast.io.


Selective Service Requirement: If selected for employment, male applicants ages 18 through 25 must present proof of registration or exemption with the federal Selective Service System.