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Client Support Operations Team Lead
4 months ago
**Are you ready to grow, make a positive impact?** If you are seeking to gain knowledge, build your career, and network among goal-oriented professionals, this is the place for you
Innovation, collaboration, and a commitment to excellence best describes the culture here at the Comptroller’s Office. We take pride in the work we do serving as Texas' accountant, tax collector, treasurer, and much more The Comptroller’s office serves virtually every citizen in the state. As Texas’ chief tax collector, accountant, revenue estimator, treasurer and purchasing manager, the agency is responsible for writing the checks and keeping the books for the multi-billion-dollar business of state government.
**Our agency workforce is as diverse as the people of Texas we serve. We value our employees and take very seriously our collective commitment to public service. Personal development opportunities are strongly encouraged through available workshops, teambuilding exercises, and on the job training. We offer flexible scheduling that helps employees maintain a healthy work-life balance.**
**ABOUT THE Division**
**General Description**
**Work Hours**
Client Support is 24 X 7- 365 days’ work environment. While some positions are between Monday
- Friday 6 AM- 6 PM for a duration of an 8-hour shift and include on call responsibilities, other shifts could be on a 24-hour rotation; examples are of operational positions are 5:45 AM to 6:15 PM and Night Shift work hours are from 5:45 PM to 6:15 AM and include two weekdays off each week and a three-day weekend off every other week on a rotational basis. Position hours may change based on business need.
- **Qualifications**:_
**Minimum Qualifications**
- Bachelor’s degree.
- Three (3) years of direct work experience in computer systems support work and/or answering IT related calls.
- Two (2) years’ experience tracking 500+ assets in an automated tracking database.
- Experience as a Team Lead and/or Project Lead
**Preferred Qualifications**
- Bachelor’s degree in computer science, Computer Information Systems or Management Information Systems
- Experience with working in Win 10 or most current version.
- Experience with working in Office 2016, Office 365 or most current version.
**Substitutions**
One (1) additional year of full-time minimum experience as stated above may substitute for each year (30 semester hours) of required education with a maximum of 120 semester hours (four years).
**Licenses and Certifications (preferred)**
- Help Desk Analyst or Team Lead
- Asset Management
- ITIL - Information Technology Infrastructure Library
- MCITP - MS Certified IT Professional
- MCTS - MS Technology Specialist
- MCDST- MS Certified Desktop Support Technician
- MCSE- Microsoft Certified solutions Expert
**In this role you will**:
- Answers and tracks customer calls and issues via an automated tracking tool
- Determines support requirements for the location, devise installation, and operation of IT Equipment and systems.
- Coordinates with Information Technology sections to determine issues and resolutions.
- Coordinates with peers and customers to provide status of assigned tickets.
- Coordinates with vendors to support IT hardware and software including but not limited to Xerox and IBM printers and peripheral devices.
- Communicates information to customers, including job status, print status and completes required logs for tracking.
- Implements, schedules and coordinates production and user testing.
- Implements customer approved jobs, hardware, and software.
- Performs preventative maintenance on equipment according to contractual agreements with vendors, follows proper chemical handling procedures and investigates, researches, and troubleshoots unusual and technical production problems.
- Notifies maintenance personnel for problem resolution.
- Analyzes work production and reports failures and/or abnormalities for ensuring proper procedures for various outputs are followed.
- Provides quality customer service for all customers in resolving problems, ensures customer satisfaction and documenting the reported problems using service desk tickets, and/or status reports.
- Coordinates with team for scheduling and assigning work.
- Works, resolves, and assigns tickets through a ticketing system.
- Oversees the work of others.
- Provides the Master Schedule of mainframe prints to tax divisions.
- Coordinates with divisions on print issues and distribution of confidential prints and sensitive documents.
- Analyzes performance of technical support activities and documents resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service and prevent future problems.
- Reviews daily data communication transactions, problems, remedial actions taken, and installation activities.
- Develops and documents Standard Operating Procedures
- Work escalation level for other System Support Specialist I-III staff member within the team.
- Eval
