Systems Support Specialist IV - Board of Pardons and Paroles Information Te at Texas Department of Criminal Justice

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

31 Mar, 26

Salary

0.0

Posted On

31 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Computer Operations, Technical Support, Troubleshooting, Data Security, Customer Service, Documentation, Inventory Management, Problem Solving, Microsoft Office Suite, Communication, Technical Reporting, Software Installation, Hardware Installation, Research, Evaluation, Training, Presentation

Industry

Government Administration

Description

JOB SUMMARY Performs advanced computer systems support work in a help desk setting. Work involves coordinating first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone, network, and mainframe environment. Works under minimal supervision with considerable latitude for the use of initiative and independent judgment. ESSENTIAL FUNCTIONS A. Assists in the coordination of the technical help desk; sets up equipment for employee use and performs and ensures proper installation of personal computer hardware, cables, operating systems, and other business software; establishes and ensures that necessary security controls over software and hardware are maintained; and coordinates the update of personal computer and mainframe applications programs according to agency policies and procedures. B. Provides customer service and answers user inquiries regarding computer software, hardware operation, and the use and interface of systems and software applications; and maintains and reviews records and provides follow-up on technical problems, remedial actions taken, and installation activities. C. Oversees the delivery of technical support for agency employees and other end users to ensure that problems and requests have been appropriately documented and resolved timely; and provides assistance in researching and resolving escalated problems, to include the most complex and critical technical problems. D. Coordinates and maintains the inventory of information technology assets; and reviews and provides recommendations regarding the procurement of information technology equipment. E. 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; and develops procedures and training manuals and conducts presentations and briefings. * Performs a variety of marginal duties not listed, to be determined and assigned as needed. MINIMUM QUALIFICATIONS Education, Experience, and Training 1. Bachelor's degree from a college or university accredited by an organization recognized by the Council for Higher Education Accreditation (CHEA) or by the United States Department of Education (USDE). Major course work in Business Administration, Computer Science, Management Information Systems, or a related field preferred. Each year of experience as described below in excess of the required three years may be substituted for thirty semester hours from an accredited college or university on a year-for-year basis. 2. Three years full-time, wage-earning experience in consultative and technical program activities in a computer services environment, including analysis, research, and evaluation. Knowledge and Skills 1. Knowledge of the practices, principles, and techniques of computer operations and applications. 2. Knowledge of a variety of computer application programs and their applicability to computer systems operations. 3. Knowledge of agency and departmental organizational structure, policies, procedures, rules, and regulations preferred. 4. Skill in troubleshooting hardware and software problems. 5. Skill to implement data security controls. 6. Skill to communicate ideas and instructions clearly and concisely. 7. Skill to coordinate with other staff, departments, officials, agencies, organizations, and the public. 8. Skill to interpret and apply rules, regulations, policies, and procedures. 9. Skill in administrative problem-solving techniques. 10. Skill in the use of computers and related equipment in a stand-alone or local area network environment. 11. Skill in the use of Microsoft Office Suite or equivalent to include word processing, spreadsheet, database, or presentation software programs. 12. Skill to review technical data and prepare technical reports. ADDITIONAL REQUIREMENTS WITH OR WITHOUT REASONABLE ACCOMMODATION A. Ability to walk, stand, sit, kneel, push, stoop, reach above the shoulder, grasp, pull, bend repeatedly, climb stairs, identify colors, hear with aid, see, write, count, read, speak, analyze, alphabetize, lift and carry under 15 lbs., perceive depth, operate a motor vehicle, and operate motor equipment. B. Conditions include working inside, working around machines with moving parts and moving objects, radiant and electrical energy, working closely with others, working alone, working protracted or irregular hours, and traveling by car, van, bus, and airplane. C. Equipment (machines, tools, devices) used in performing only the essential functions include computer and related equipment, calculator, copier, fax machine, telephone, dolly, and automobile.

Responsibilities

The Systems Support Specialist IV provides advanced computer systems support in a help desk setting, coordinating first-line assistance for operational problems and ensuring proper installation of hardware and software. They also oversee technical support delivery, maintain IT asset inventory, and analyze support activities to enhance service quality.