OAG - Information Technology Services | IT Support Specialist III | - Capps : Job Details

Job Description GENERAL DESCRIPTION The Information Technology Services Division is looking for an experienced and motivated Service Desk Technician that can perform a host of end-user technical support activities, support approximately 188 customers at the Medicaid Fraud Control Unit. The position requires actively resolving customer requests and incidents, taking ownership of the customer relationship, maintaining and improving service knowledge, supporting unique medical and law enforcement applications, managing various projects, and providing an efficient and quality experience for our customers. Information Technology Services is committed to providing the very best, value-driven IT services to support the mission of the Office of the Attorney General. We believe that by having talented people in the right place, effectively utilizing new tools and technologies, we can empower the agency to better serve the people of Texas. The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas. As the State's law firm, the OAG provides exemplary legal representation in diverse areas of law. OAG employees enjoy excellent benefits ( along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans. Applicants for this position should be prepared to pass a background investigation. The MFCU works cases jointly with other law enforcement agencies including the FBI, U.S. Department of Health and Human Services - Inspector General and IRS. In certain cases, it is necessary for our staff to have a Top-Secret security clearance in order to fully participate in joint investigations or in task force activities. Top Secret clearances are not required prior to employment but in certain cases may be required at a later date. Since most security clearance problems arise from criminal records or unresolved bad credit issues, full criminal and credit checks will be run on all applicants prior to employment. ESSENTIAL POSITION FUNCTIONS

• Provides end-user support and management of workstations and applications in an enterprise environment, including deployment of desktops, laptops, applications, and peripherals.
• Analyzes user requirements and provides advice concerning the efficient use of information technology systems.
• Develops, documents, and effectively communicates processes, procedures, and techniques to users and colleagues.
• Establishes and ensures that appropriate security controls over workstations and software are maintained.
• Maintains records of daily data communication transactions, problems, remedial actions taken, and installation activities.
• Provides assistance in the design, development, and maintenance of various operational processes.
• Sets up equipment for employee use and performs or ensures proper installation of cables, operating systems, or appropriate software.
• Reviews and makes suggestions regarding the procurement of information technology equipment.
• Troubleshoots and resolves complex computer-related problems.
• May assist in the review and recommendation of the procurement and inventory of information resources hardware or software.
• Provides customer service and answers user inquiries regarding computer software, hardware operation, and the use and interface of systems and software applications.
• Performs related work as assigned
• Maintains relevant knowledge necessary to perform essential job functions
• Attends work regularly in compliance with agreed-upon work schedule
• Ensures security and confidentiality of sensitive and/or protected information
• Complies with all agency policies and procedures, including those pertaining to ethics and integrity

Qualifications: MINIMUM QUALIFICATIONS

• Education: Graduation from high school or equivalent
• Education: Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: work involving computer science, informational technology, or other related fields.
• Experience with ServiceNow, Remedy, or other ticketing systems
• Experience engaging customer service and IT support via mobile phone, mobile device, and in person.
• Previous experience in a customer support role
• Knowledge of the practices, principles, and techniques of computer operations; of information systems; of computer software and hardware; of information security policies and procedures; and of local and wide area networks.
• Skill in the use and support of computers, in the use of applicable programs and systems, and in troubleshooting information systems.
• Ability to operate information technology systems, to troubleshoot and repair equipment, to communicate effectively, and to train others.
• Strong phone and verbal communication skills along with active listening
• Skill in handling multiple tasks, prioritizing, and meeting deadlines
• Skill in effective oral and written communication
• Skill in exercising sound judgment and effective decision making
• Ability to receive and respond positively to constructive feedback
• Ability to work cooperatively with others in a professional office environment
• Ability to provide excellent customer service
• Ability to arrange for personal transportation for business-related travel
• Ability to work more than 40 hours as needed and in compliance with the FLSA
• Ability to lift and relocate 30 lbs.
• Ability to travel (including overnight travel) up to 5%

PREFERRED QUALIFICATIONS

• Education: Graduation from an accredited four-year college or university in Computer Science or a related discipline
• Experience: Two years' experience in an information technology support position
• Experience with supporting personal computer and mobile device operating systems; including Microsoft Windows, Apple OS X, Android, and Apple iOS.
• Experience working in ServiceNow or other enterprise ticketing systems.
• Knowledge: Microsoft Office 365, Microsoft Office, SharePoint Online, System Center Configuration Manager or other enterprise management tools, Remote Desktop, TeamViewer or other remote access tools.
• IT Certifications: COMPTIA A+, Microsoft Certified System Administrator, ITIL Foundations, or other certifications related to information technology.

TO APPLY To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER