TWDB - 26-134 Help Desk Specialist (Information Technology Suppo

Texas Water Development Boards Mission - Leading the states efforts in ensuring a secure water future for Texas. The Texas Water Development Board (TWDB) offers competitive compensation and benefits package including medical, dental, vision, 401(k), flexible spending, and flexible work alternatives so you can have a work/life balance! For more information about these benefits and more visit our employment benefits page. The Texas Water Development Board does not discriminate on basis of race, color, national origin, sex, religion, sexual orientation, age, or disability in employment or provision of services, programs, or activities. Must meet agency in-office requirements Salary commensurate with experience and qualifications GENERAL DESCRIPTION Performs highly complex (senior-level) computer systems support work in a help desk setting. Work involves providing customer support for agency information technology systems and operating automated office equipment in a stand-alone, network, or mainframe environment. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. Reports to the Manager of the Help Desk Department. ESSENTIAL JOB FUNCTIONS Provides excellent customer service and answers user inquiries regarding computer software, hardware operation, and the use and interface of systems and software applications. Responds to Help Desk support tickets, instant messages, and calls, routing to appropriate staff and creating support tickets as needed. Reviews and updates daily support tickets, data communication transactions, problems, remedial actions taken, and installation activities. Provides support and assistance in the design, development, and maintenance of various system applications. Troubleshoots and resolves complex problems relating to computer systems or programs. Provides support for agency Board and Executive meetings and special sessions, assists in the preparation of material for presentations to the Board and other audiences. Develops training manuals and procedures and trains users in the proper use of hardware or software. Coordinates, plans, and schedules the installation or training for new or revised systems and defines business process requirements. Installs, maintains, moves, and assists in testing and upgrading new and existing hardware or software. Maintains agency computer and hardware inventory records for new and surplus equipment and inventory room. Assists in evaluating, testing, certifying, recommending, and determining operational, technical, and support requirements for the location, installation, operation, and maintenance of data processing, data communications, and computer and management information systems to include hardware and software. Assists with administrative matters, programs, activities, and operations in the Information Technology Division including but not limited to the preparation of expenditure requests for purchase of office supplies, equipment, maintenance renewals, and other purchases and services. Schedules, and prioritizes meetings, appointments, and special events; reserves meeting sites; contacts and confirms appointments and meetings; prepares agendas; and documents meeting minutes and action items as necessary. Establishes and maintains records, filing systems, maintenance renewals, and logs. May train others. Provides weekly activity updates and status reports as assigned. Researches and composes accurate and timely communications. Maintains confidential and sensitive information. Ensures individual and team files (electronic and hard versions) are appropriately maintained and timely disposed of in accordance with the agency's records retention procedures and schedule. Maintains required certifications and licenses and meets the continuing education needs and requirements of the position to include, attending mandatory training courses. May be required to operate a state or personal vehicle for business purposes. Performs other duties as assigned. MINIMUM QUALIFICATIONS Graduation from a standard senior high school or equivalent, with coursework in Computer Science or related fields. Five years of experience in computer systems support work. Education may be substituted for work experience on a year-for-year basis. PREFERRED QUALIFICATIONS Graduation from an accredited four-year college or university with major coursework in Computer Science, Computer Information Systems, Management Information Systems, or related fields. More than five years of work experience providing Help Desk management, troubleshooting computer hardware, and resolving software problems. Experience in hardware and software asset management. KNOWLEDGE, SKILLS, AND ABILITES (KSA's) Knowledge of local, state, and federal laws and regulations relevant to the Help Desk Department, and of the principles and practices of public administration. Knowledge of the limitations and capabilities of computer systems. Knowledge of computer hardware and software. Knowledge of audio/visual hardware and software. Knowledge of computer operating systems. Knowledge of grammar, punctuation, and editing. Skills in troubleshooting computer systems. Skills in using and administering Quest KACE appliances. Skills in using and administering Microsoft Office 365 suite including PowerShell scripts. Skills in using Microsoft Office programs such as Word, Excel, and Access. Skills in use of internet, email, word processing, spreadsheet, presentation, and database software. Skills in coordinating and solving problems. Skills in preparing and maintaining accurate records, reports, documents, and correspondence; and meeting deadlines. Ability to maintain the security or integrity of critical infrastructure within Texas. Ability to meet agency in-office requirements. Ability to communicate effectively, in person, on the phone, and in writing. Ability to adhere to work schedules, follow procedures with respect to leave and submit accurate timesheets by prescribed deadlines. Ability to make mature, objective decisions and identify areas of potential problems. Ability to successfully handle high-level administrative and confidential issues. Ability to perform effectively and willingly when changes occur in scope and nature of the work and work environment. Ability to perform routine and non-routine work assignments accurately and on-time with little or no supervision. Ability to perform assigned duties and improve work habits and/or output. Ability to complete assigned work, on time, neatly and with infrequent errors. Ability to interpret policies, procedures, and regulations. Ability to provide prompt, courteous and accurate assistance, and clear and concise communication to all stakeholders both verbally and in writing. Ability to work and cooperate with others in a team environment. Ability to manage multiple tasks. Ability to analyze systems and procedures. Ability to manage multiple tasks and schedule work in order to maintain regular progress on assignments and meet deadlines. Ability to stand/sit/move with to perform activities such as retrieve/replace files in a large file system for boxes up to 30 lbs. Ability to operate a vehicle (state or personal) for state business and maintain a driver's license and driving. Ability to work shifts that may exceed 8 hours, including early morning, nights and weekends. Ability to train others.