JOB DESCRIPTION

The IT Support Specialist is selected by and responsible to the Director of Information Technology Services and performs advanced computer systems support work in a help-desk setting. The IT Support Specialist would be responsible for providing tier one technical support and assistance to end users at TDLR. The primary objective will be to ensure efficient and effective resolution of user inquires and technical issues related to computer systems, software applications and hardware devices, the majority of which are received via an online help desk system. This specialist plays a crucial role in maintaining user satisfaction and productivity by delivering prompt and accurate support. Work is performed under minimal supervision with considerable latitude for the use of initiative and independent judgment. Some travel and occasional weekend or evening work may be required.

MINIMUM REQUIREMENTS

Two (2) years of experience as a Help Desk Specialist or similar role, with an understanding of computer systems, software applications, and hardware devices. Graduation from an accredited four-year college or university with major course work in computer science, information technology or a related field is generally preferred and may substitute for one (1) year of the experience requirement. Familiarity with ticketing systems and remote desktop support tools.
Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials are preferred.
Must possess a valid class C or above driver’s license and proof of auto liability insurance.
**Condition of Employment:
TDLR will conduct a criminal history records search on Information Technology candidates offered employment. For hiring and continued employment, the Systems Administrator must have the ability to maintain the security or integrity of the agency’s critical infrastructure verified through routine criminal history record and cyber intelligence reviews.

• Respond promptly to user inquiries through various channels (help desk system, phone, email, chat) and provide technical assistance to resolve software, hardware, and network-related issues.
• Identify, analyze, and diagnose technical problems reported by users and apply appropriate solutions or escalate complex issues to higher-level support teams.
• Log and track user support requests using an online ticketing system, ensuring accurate and detailed documentation of all interactions, troubleshooting steps, and issue resolutions.
• Coordinate and/or assist with the installation, configuration, and deployment of software applications, operating systems, and hardware devices (desktops, laptops, printers, etc.).
• Educate and guide end users on basic software functionality, system access, and best practices to enhance their understanding and improve self-help capabilities.
• Contribute to the development and maintenance of a comprehensive knowledge base by documenting common issues, troubleshooting techniques, and best practices for faster problem resolution.
• Collaborate with other IT teams, such as network administrators and system administrators, to resolve complex technical issues and contribute to overall IT infrastructure improvements.
• Create, modify, and disable user accounts, access permissions, and group memberships based on established procedures and security protocols.
• Stay updated with emerging technologies and industry trends, and proactively suggest process improvements and innovative solutions to enhance the help desk support function.
• Complies with division and/or agency training requirements.
• Demonstrates a spirit of teamwork, offering positive and constructive ideas, encouragement, and support to other members of the staff and team, while upholding the agency’s core values.
• Keeps management appropriately informed of ongoing activity and critical matters affecting the operation and well-being of the agency.
• Adheres to all Texas Department of Licensing and Regulation personnel policies and performs related work as assigned.