Tjjd - IT Support Specialist I - Iii - IT Service

**TJJD - IT Support Specialist I - III - IT Service Desk - (GID) - 41835** **(**00041835**)**

**Organization**: TEXAS JUVENILE JUSTICE DEPARTMENT

**Primary Location**: Texas-Giddings

**Work Locations**: Giddings 1027 PVT Road 2261 Giddings 78942

**Job**: Computer and Mathematical

**Employee Status**: Regular

**Schedule**: Full-time

**Standard Hours Per Week**: 40.00

**State Job Code**: 0228

**Salary Admin Plan**: B

**Grade**: 14 16, 18

**Salary (Pay Basis)**: 3,750.00 - 4,391.66 (Monthly)

**Number of Openings**: 1

**Overtime Status**: Non-exempt

**Job Posting**: Apr 24, 2024, 10:41:53 AM

**Closing Date**: Ongoing

**Description**

**HOW TO APPLY**
- TJJD Employment Application Supplement (HR-003)
- Child Abuse Registry Check Consent Form (HR-028)
- Disclosure of PREA Employment Standards Violation (HR-975)
- Authorization to Release Information (HR-074)

Failure to complete and submit the above forms will cause delays in your consideration for this position.

**PLEASE NOTE**

Applicants must be able to pass a Criminal Background Check and any other requirements listed under Minimum Qualifications.

**BENEFITS**

**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 mínimal 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 leav