The Texas General Land Office primarily serves the schoolchildren, veterans, and the environment of Texas. The agency does so by preserving our history, maximizing state revenue through innovative administration, and through the prudent stewardship of state lands and natural resources. This position is with our Enterprise Technology Solutions program area. Performs highly complex (senior-level) computer systems support work in a help desk setting. Work involves providing first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone, network, or mainframe environment. May serve as lead worker providing direction to others. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. Military Crosswalk information can be accessed at: http://www.hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf In order to receive Veterans' preference, a copy of Form DD#214 is required at time of interview.
Essential Job Elements:
Provides customer service, technical assistance / support, administration, and training for computer, network, and software operations by collaborating with customers to provide end-to-end technical analysis and solutions. Provides service desk customer service support by fielding incoming telephone, email, and walk-up help requests from end users. Accurately details, records, documents, and tracks all pertinent end user information, problems, troubleshooting steps, successful and unsuccessful decisions made, and actions taken, through to final fulfillment in the service desk ticket system. Assists in accounts and rights creation, deletion, and maintenance in a heterogeneous networking environment. Performs asset tracking of all agency information technology related assets in the hardware and software inventory systems. Analyzes and tests new or existing procedures, information systems, and utility programs for efficiency and effectiveness; recommends and helps to streamline these areas for improvement.
Graduation from accredited college or university with a Computer Sciences or similar degree plan. Two additional years of recent (within the last year) experience supporting PC hardware and software. May substitute full-time experience in systems analysis and/or desktop support for required education on a year for year basis.
At least one of the following certifications: CompTIA A+ MCITP: Microsoft Certified IT Professional - Enterprise Desktop Support Technician MCITP: Microsoft Certified IT Professional - Enterprise Desktop Administrator MCTS: Microsoft Certified Technology Specialist MCSA: Microsoft Certified Solutions Associate ITIL Foundation certification HDI Desktop Support Technician HDI Support Center Analyst CompTIA Network+ CompTIA Security+ Technical support experience in a mid to large size organization working with desktop support. Experience with Active Directory type account administration. Experience in supporting Microsoft Windows 7 & 10 operating systems. Experience with Microsoft Office 2013 or newer. Experience supporting Apple MAC workstations. Experience supporting mobile devices. Experience with installation and termination of CAT5e or CAT6 cabling. Exceptional interpersonal skills and relationship-building skills, with a focus on rapport building, listening, and questioning skills. Good documentation skills. Ability to read and understand technical manuals, procedural documentation, and OEM guides.
Knowledge, Skills, Abilities:
Knowledge of the limitations and capabilities of computer systems and techniques. Skill in conducting research into a wide range of computing issues. Skill in initiating global front-end incident requests. Ability to absorb and retain information quickly. Skill in problem solving with keen attention to detail. Skill in working in a team-oriented, collaborative environment. Skill in providing exceptional customer service. Ability to analyze problems and provide solutions. Ability to empathize and show enthusiasm when dealing with difficult customers. Ability to present ideas in user-friendly, business-friendly and technical language. Ability to be self-motivated and to effectively prioritize and execute tasks in a fast-paced environment. Ability to communicate orally and in writing. Ability to attend work regularly and adheres to established work schedule in accordance with agency leave and attendance.
This position requires the employee to primarily perform non-sedentary work; mobility (moving around the work-site) is routinely required to carry out some duties including extensive moving upon and traveling across uneven surfaces, rough terrain and/or desolate areas. Duties require the ability to bend, stoop, kneel, reach and/or steer a boat as needed. The position also requires normal cognitive abilities requiring the ability to learn, recall, and apply certain practices and policies. It requires the stamina to maintain attention to detail despite interruptions. This position requires the ability to read printed materials and computer screens. The position may require extensive computer, telephone and client/customer contact and communication. The individual must be able to move and transport records, documents, boxes, equipment and all materials and related tools, weighing up to 50 pounds, when required. The individual must be able to remain stationary for long periods of time when commuting to and from assigned destination and when traveling on state business including fieldwork and training assignments. This position requires the ability to work outside and adapt to adverse weather conditions to include sea, sky and land environments.
Other (licenses, certifications, et cetera):
A skills and troubleshooting test will be given to those selected for interview. Applicants selected for an interview will be asked to provide a writing sample.
All applications for employment with the Texas General Land Office (GLO) must be submitted electronically by the job closing date through www.WorkInTexas.com. PAPER, FAX OR E-MAIL APPLICATIONS WILL NOT BE ACCEPTED. Please visit our website at www.glo.texas.gov for more information about applying for a GLO job posting.
The Texas General Land Office/Veterans Land Board does not discriminate on the basis of race, color, national origin, sex, sexual orientation, religion, age, disability or genetic information in employment or the provision of services. A criminal conviction records check is required for applicants who are selected for a position. The State of Texas requires all males who are 18 through 25 and required to register with the Selective Service to present either proof of registration or exemption from registration upon hire. The U.S. Immigration Reform and Control Act of 1986 requires new employees to present proof of identity and eligibility to work in the United States. The Texas General Land Office is a non-smoking agency. Smoking is permitted only in designated areas. In compliance with the FLSA, the GLO compensates overtime work though time off in lieu of payment.