SOS - IT Support Specialist IV

Job Description NOTE: Your job application must be completely filled out. Your application must contain dates of employment, job titles, name of employer and a description of duties performed in a way that demonstrates you meet the minimum qualifications for the position for which you are applying. Resumes do not take the place of the application. General Description: Texas Secretary of State is seeking an IT Support Specialist IV to join a collaborative Information Technology Services (ITS) Help Desk team to provide excellent customer service and daily operations support to agency staff. This position will perform advanced (seniorlevel) computer systems support work in a help desk setting. The employee will perform help desk work that ranges from simple to highly complex and analyze performance of technical support activities and document resolutions; identify problem areas; and devise and deliver solutions to enhance quality of service and prevent future problems. This role provides firstline technical support for hardware, software, operating systems, data, telecommunications, networking, and printing. This role also reviews, prioritizes, documents, and monitors service requests and incidents to ensure timely resolution and effective customer service. The employee will work with internal agency users, vendors, and other stakeholders to resolve issues, improve technology services, and identify opportunities for greater efficiency, reliability, security, and user satisfaction. This position may provide support outside normal business hours, including evenings and weekends, as needed. The employee works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. This position reports to the Help Desk Manager. General Duties and Responsibilities: Reviews and prioritizes incoming operational issues and requests for technical assistance; identifies and logs the type of problem or request; and monitors the status to ensure a timely resolution in accordance with agency service standards and response times. Assists employees with software installations and licensing, operating standards, new procedures, and peripheral equipment functions. Manages user credentials and privileges, print queues, and directory structures. Troubleshoots and resolves hardware and software problems. Sets up equipment for employee use and ensures the proper installation of cables, hardware, operating systems, and appropriate software. Contributes to the maintenance of asset inventory and accurate reporting. Assists with annual laptop refresh projects. Assists with the development of procedures and user guides. Collaborates with crossfunctional ITS team members and stakeholders. Must be able to work outside of regular business hours when additional support is required. Performs other duties as assigned. Knowledge Skills or Abilities: Knowledge of the practices, principles, and techniques of technology operations; Knowledge of computer software and hardware; Knowledge of information security policies and procedures; Knowledge of basic networking concepts Skill in clear, effective verbal and written communication; Skill in strong interpersonal skills (both verbal and written); Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems; Skill in managing multiple tasks using strong organizational and problem solving abilities; Ability to attend work regularly in person at assigned SOS work location, maintain approved work hours, and perform inperson work with coworkers in accordance with agency policies; Ability to explain and document technical issues in a clear way to nontechnical users; Ability to recognize, analyze, and resolve technology problems; Ability to communicate effectively; Ability to share knowledge with team members; Ability to adapt to changing assignments, priorities, and project needs; Ability to follow agency and departmental policies and standard operating procedures; Ability to maintain confidentiality and protect sensitive data; Ability to participate in work reviews and give and receive constructive feedback; Ability to provide accurate resolution estimates for trouble tickets and day to day tasks; Ability to work professionally and courteously with others; Ability to provide periodic afterhours support, including weekends as needed; and Ability to occasionally lift and move 50lbs. Required Minimum Education and Experience: Graduation from high school or equivalent. Three year’s professional fulltime experience in help desk support work or a related field, specifically demonstrating experience in the following: Using Jira, ServiceNow, Remedy, or other ticketing systems. Providing customer service and IT support via mobile phone, computer, and in person. Troubleshooting common IT support challenges across a wide audience of customers. Extensive working knowledge with the Microsoft 365 application suite. Working administrative support for IT, including communicating with customers via email, pulling and reporting on ticket information. Managing spreadsheets and writing reports as required. Working with various IT equipment, including laptops, desktop printers, iPhones, and wireless hot spots. Preferred Qualifications: Experience with state government systems. Military Crosswalk: Military Crosswalk for Occupational Category Information and Communication The Office of the Secretary of State’s office participates in EVerify for each new employee’s Form I9 to confirm work authorization. Notes to Applicant: If you require any reasonable accommodation for the interview process, please inform the hiring representative who calls to schedule your interview. This position has been designated as a security sensitive position. A background investigation will be conducted on the final candidate for this position. Veterans Information: Our agency is committed to hiring Veterans. To receive Veteran’s Preference, a copy of the FORM DD214 member #4, must be attached when submitting your application. AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER: The Office of the Secretary of State does not discriminate on the basis, of race, color, religion, sex, national origin, age, or disability in employment or the provision of services. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted. #J-18808-Ljbffr CAPPS