TVC - IT Support Specialist II (IT Support Specialist II)

The Information Technology Support Specialist job classification series is intended for employees who provide technical assistance and support related to computer systems, hardware, and software in a help desk setting. Employees are typically part of a multi-tiered help desk team. Collectively, these employees are able to take calls/emails from users; troubleshoot and manage relatively simple hardware, software, or network problems; and research and resolve the most difficult and complex problems.

Essential Duties and Responsibilities:

• Assist in the agency's IT asset management. Support tracking inventory, surplus preparation, and accountability of devices issued to staff. Ensure accurate documentation and timely updates to inventory records.
• Help maintain records for IT equipment including warranty status, replacements, surplus, and reissuance. Prepare obsolete devices for removal and assist with equipment distribution and returns.
• Assist with IT purchasing processes, including submitting requisitions for hardware, peripherals, and software through CAPPS.
• Support onboarding and offboarding activities by helping provision and deactivate employee email accounts and system access. Ensure required applications are installed and configured properly.
• Provide first-level support for hardware, software, and office equipment issues (e.g., computers, printers, phones). Troubleshoot common problems and escalate complex issues as needed.
• Set up computers and office equipment for new and existing employees. Install standard software, ensure proper cable connections, and assist with resolving basic connectivity issues.
• Basic understanding of Microsoft Azure Administration
• Familiarity with Azure Active Directory
• Working knowledge of Microsoft 365 (O365)
• Reviews and prioritizes incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment
• Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, printers, and fax machines
• Recognizes and escalates difficult problems to a higher level of support
• 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 information resources equipment

Minimum Education: Associate degree or higher with major in computer science, cybersecurity, information technology, computer engineering, computer information systems, management information systems, or related field. Experience and education may be substituted for one another. College Transcripts are required and must be provided before an interview can be extended, it is preferred they be attached to the application.

Minimum Experience: One (1) year of experience in IT support function or IT helpdesk, technical assistance and support related to computer systems, hardware, and software, resolve, and respond to incident and problem calls or related field experience.

Additional Requirements:

• A valid Texas Driver's License must be provided within 90 days of hire.

Preferred Experience and Qualification:

• CompTIA A
• Azure Administration
• Microsoft 365 Fundamentals

Environmental & Physical Conditions: Normal office work environment, mostly sedentary in nature. May involve walking; standing; remaining stationary for long periods of time; pulling and pushing; kneeling, stooping, and bending; and safely lifting and carrying items weighing up to 30 pounds. Work involves extensive telephone usage and repetitive hand/wrist/finger motions while using the computer.

Notes to Applicants:

• To receive Military Employment preference, applicable source documents must be provided before an interview can be extended. Attaching documents to the application is preferred.
• College transcripts, licenses, certifications, etc. must be provided before an interview can be extended. Attaching documents to the application is preferred.
• 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 criminal background investigation will be conducted on the final candidate for this position.
• DUE TO THE HIGH VOLUME OF APPLICATIONS, WE DO NOT ACCEPT TELEPHONE CALLS. APPLICANTS SCHEDULED FOR INTERVIEWS WILL BE CONTACTED.
• The Texas Veterans Commission is committed to hiring Veterans and is proud to employ the highest percentage of Veterans among all state agencies.
• AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER: The Texas Veterans Commission does not discriminate on the basis of person's color, race, national origin, gender, gender identity/gender expression, sexual orientation, marital status, disability religion, or age in employment or the provision of services.