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TJJD - IT Support Specialist I - III - IT Service Desk - (BWD) - 42559

2 months ago

Brownwood, United States TEXAS JUVENILE JUSTICE DEPARTMENT Full time

GENERAL DESCRIPTION

Performs technical support work on computer systems and office equipment in a help desk setting. Work involves providing first-line assistance for operational problems of agency information technology systems, including installing, repairing, monitoring, analyzing the use of, and troubleshooting complex problems with, information technology systems in a stand-alone or network environment. Works collaboratively with IT division and agency business stakeholders to ensure that work requests and needs are appropriately addressed, documented and resolved in a timely fashion. Work may be at the agency central office, high-security correctional facilities, halfway houses, or district parole offices.

May be required to work in excess of 40 hours per workweek, be on-call 24/7, and travel occasionally.

Levels of Work Performed:

IT Support Specialist I - IT Service Desk I: Performs entry-level computer systems support work in a help desk setting. Works under close supervision, with minimal latitude for the use of initiative and independent judgment

IT Support Specialist II - IT Service Desk II: Performs moderately complex (journey-level) technical support work on computer systems and office equipment in a help desk setting. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.

IT Support Specialist III - IT Service Desk III: Performs highly complex (senior-level) computer systems support work in a help desk setting. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment.

ESSENTIAL FUNCTIONS

Assist with prioritizing and resolving incoming tickets for operational issues and requests for technical assistance related to computers, software, overhead cameras, radios, RFID devices, and other IT equipment; identify and logs the type of problem or request; and monitor the status to ensure a timely resolution. Assists in maintaining records of daily data communication transactions, problems, remedial actions taken, and installation activities. (45%)

Assists with equipment set up for employee use, including the proper installation of cables, operating systems, or appropriate software. Assists in routinely updating computers, software, and peripherals. (10%)

Assist with the checkout and check-in of computers and other IT equipment, and maintain inventory records for all IT assets and surplus equipment. (10%)

Assists in the development of solutions and aids in researching and resolving escalated problems, which may include the most complex and/or critical technical problems. (10%)

Coordinates with the site IT Lead to ensure standard configuration, deployment, and repair of IT-related technology. (10%)

Assists with maintaining communication and network security, including network logons, and reports any communication/network security violations; providing information regarding the availability of assigned LAN/WAN/Security system; and ensuring proper disposal and documentation of agency hard drives and related media. (5%)

Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions. Installs, maintains, and performs minor repairs to hardware, software, or office equipment. (5%)

Reports any presence or perception of racial, ethnic, and/or gender disparities.

Performs a variety of related duties not listed, to be determined and assigned as needed.

Performs all duties in compliance with agency safety policies and procedures:

Reports safety hazards and corrects hazards when possible. Completes required documentation in the event of an accident/injury within requested time frames.

Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.

Qualifications

MINIMUM QUALIFICATIONS – 0228.01 - IT Support Specialist I - IT Service Desk I

High School diploma or equivalent.Two (2) years of full-time wage-earning experience and one of those years must be any combination of the following: network or computer support; IT Help Desk; supporting a LAN or WAN, and IP communication environment; troubleshooting technical problems; or installing and maintaining PC software applications or related tasks.

Preferred:

·Associates degree with major course work in computer science, information systems, or related field.

·Two years of customer service experience in an IT environment.

·Experience troubleshooting PC issues.

MINIMUM QUALIFICATIONS – 0229.01 - IT Support Specialist II - IT Service Desk II

High School diploma or equivalent and either one (1) year of college education with major course work in information systems or related IT field, or a technical school certification in information systems or related IT field. Four (4) years of full-time wage-earning experience and one of those years must be any combination of the following: network or computer support; IT Help Desk; supporting a LAN or WAN, and IP communication environment; troubleshooting technical problems; or installing and maintaining PC software applications or related tasks.

Preferred:

·Associates degree with major course work in computer science, information systems, or related field.

·Two years of customer service experience in an IT environment

·Experience troubleshooting PC issues.

·Experience providing IT support in government or correctional environments.

MINIMUM QUALIFICATIONS – 0230.01 – IT Support Specialist III - IT Service Desk III

Associate's degree or technical school certification in information systems or related IT related field. Two (2) years of full-time wage-earning experience that may be a combination of the following: network or computer support; IT Help Desk; supporting a LAN or WAN, and IP communication environment; troubleshooting PC problems; or installing and maintaining PC software applications or related tasks.

OR

High School diploma or equivalent. of full-time wage-earning experience that may be a combination of the following:network or computer support; IT Help Desk; supporting a LAN or WAN, and IP communication environment; troubleshooting PC problems; or installing and maintaining PC software applications or related tasks.

Preferred:

·Bachelor’s degree with major course work in computer science, information systems, or a related field.

·Two years of customer service experience in an IT environment

·Experience troubleshooting PC issues.

·Experience providing IT support in government or correctional environments.

·Experience supporting a LAN or WAN.

·Experience installing and maintaining PC software applications.

Experience and Education Substitutions:

One year of appropriate experience may substitute for one year of college (30 course hours) on a year for year basis. Completed course hours of undergraduate study may substitute for up to four years of experience on a basis of 30 course hours for one year of experience. Pro-rated part-time experience may satisfy the experience requirement.

Note: Any degree, diploma, high school equivalent, or course hours required to meet minimum qualifications must be from an accredited educational institution.

PHYSICAL DEMANDS AND WORKING CONDITIONS

The following physical demands and working conditions are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Analyzing

Alphabetizing

Ability to communicate effectively, orally and in writing

Ability to see

Ability to hear (with or without aid)

Ability to perform tactile discernment

Identify colors

Depth perception

Operate motor equipment

Lifting up to 40 lbs.

Carrying up to 40 lbs.

Pulling

Pushing

Prolonged standing and walking

Prolonged sitting

Repeated bending

Reaching above shoulder

Manual/finger dexterity

Dual simultaneous grasping

Crawling

Twisting

Kneeling

Stooping

Climbing stairs

Climbing ladders

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

Operating systems, protocols, and network diagnostic methods. Computer hardware and software. Network systems and cabling. IP Camera systems. Telephone systems.

Skill in:

Microsoft Office including: Word, Excel, PowerPoint, Outlook and Teams. Network troubleshooting. Active directory.

Ability to:

Adhere to standards, policies and procedures to maintain the security and integrity of agency information technology systems. Recognize, analyze, and resolve network problems. Develop and implement work objectives. Work independently and collaboratively with all stakeholders and maintain a professional, courteous demeanor. Coordinate and work in a team environment. Prioritize and manage multiple tasks; plan, organize, and coordinate work assignments; and meet deadlines. Process information logically, make decisions, and demonstrate the soundness of those decisions. Follow ethical standards and enforce agency policies. Establish and maintain effective working relationships with others. Work in excess of 40 hours per workweek, be on-call 24/7, and travel occasionally. 

Benefits include: Retirement plan, paid group health & life insurance for employee, paid holidays, paid vacation leave, paid sick leave, longevity pay, educational assistance program, employee assistance program. Optional add-on benefits include: Dental, Vision, Optional Life Insurance, Voluntary AD&D Insurance, Dependent Health & Life insurance, Health & Dependent care flexible spending accounts, etc. Additionally, certain designated positions are eligible for hazardous duty pay, career ladder advancements, and free meals while on duty.