OAG - Information Technology Services | IT Support Specialist -III
Listed on 2025-12-21
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IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
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. In this role, the ideal individual will have excellent technical, communication, and customer service skills, and demonstrate the ability to collaborate across teams. The position requires actively resolving customer requests and incidents, taking ownership of the customer relationship, maintaining and improving service knowledge, 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.
Unusual
Working Conditions:
During the biennium, critical target dates for the completion of work projects or gathering information to respond to questions from internal management, other state agencies, or state legislators may require the need to work extra hours.
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 ((Use the "Apply for this Job" box below).) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.
ESSENTIALPOSITION FUNCTIONS Systems Support Specialist I:
- Monitors Service Desk calls, emails, faxes, or web requests and ensures each issue is recorded in the Service Desk ticketing system; works basic issues to resolution; or escalates the incident to the next level of support
- Performs technical duties including the unpacking, installing, set up, maintaining, and support of computer software, hardware and peripherals
- Provides technical support to assigned division's software and all agency standard software
- Maintains hardware and software security controls
- Trouble‑shoots and resolves operational problems
- Configures or re‑configures desktop computers and printers
- Provides training and assistance to network users or other System Support Specialist
- Trouble‑shoots and performs hardware repair work including, but not limited to, assembling and disassembling personal computers, adding components, configuration
- Reviews and recommends the purchase of new data processing hardware and/or software
- Assists with or manages special projects
- Performs related work as assigned
- Maintains relevant knowledge necessary to perform essential job functions
- Attends work regularly in compliance with agreed-upon work schedule. Telework schedules are permitted for employees based on the agency’s approved Telework Plan, if schedule does not adversely affect operations and service levels, and standard hours of operation are maintained.
- Ensures security and confidentiality of sensitive and/or protected information
- Complies with all agency policies and procedures, including those pertaining to ethics and integrity
- Provides customer service and answers user inquiries regarding computer software, hardware operation, and the use and interface of systems and software applications. Accepts ownership for effectively solving customer issues
- Aids in the support and maintenance of various system applications
- Troubleshoots and resolves computer‑related issues
- Perform routine testing and troubleshooting of conference room hardware
- Sets up equipment for employee use and performs or ensures proper installation of cables, operating systems, or appropriate software
- Develops and updates procedural documentation, training manuals, and knowledge articles in support of service desk technician and end‑user activities
- Installs, maintains, moves, and assists in testing and upgrading new and existing hardware or software
- Documents the daily data communication transactions, problems,…
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