GLO - Senior IT Support Specialist; IT Support Specialist V

The Texas General Land Office is seeking a Senior IT Support Specialist (IT Support Specialist V ) within the Information Technology Services Department of the agency. The Senior IT Support Specialist performs highly advanced (senior-level) information technology support and service oversight work for the Information Technology Services (ITS) department of the Texas General Land Office. Work involves overseeing the delivery of technical support services within a multi-tiered help desk environment, ensuring complex and critical issues are appropriately prioritized, escalated, and resolved, and supporting consistent, high-quality service delivery across the organization.

Responsibilities include coordinating operational support activities, monitoring service performance, supporting asset management accountability, and contributing to strategic service improvements.

Work involves serving as a technical authority and operational leader within the support function, collaborating with ITS leadership, peers, and stakeholders to address systemic issues, guide resolution of escalated incidents, and support continuous improvement of support services. This role applies advanced technicalexpertiseand operational insight to influence service practices, support projects and initiatives, and ensure alignment with agency priorities and service expectations.

Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment in overseeing support operations, advising on service delivery matters, and supporting enterprise-level improvements. May provide informal leadership and guidance to support staff but does not have formal supervisory responsibility.

The Information Technology Services (ITS) team advances the mission of the Texas General Land Office through technology. We deliver secure, reliable, and innovative solutions that enable the agency to serve Texans efficiently and transparently. ITS operates with a growth mindset, committed to sustainability, operational excellence, customer service, and safeguarding the agency’s information resources. By leveraging modern cloud, automation, and data technologies, ITS drives efficiency, innovation, and resilience across the enterprise.

The Senior IT Support Specialist serves as a senior-level member of the Service Desk team, providing advanced technical support and helping ensure consistent, high-quality IT service delivery. This role resolves complex and high-impact issues across hardware, software, accounts, and network systems while supporting a responsive, customer-focused help desk environment.

In addition to hands-on troubleshooting, the Senior IT Support Specialist analyzes service desk trends, reviews documentation practices, and identifies opportunities to improve processes and prevent recurring issues. The role supports asset management activities, participates in projects and service improvement initiatives, and collaborates closely with ITS teams and agency stakeholders to enhance overall support effectiveness.

Operating with minimal supervision, this position exercises sound judgment and initiative in addressing complex technical challenges and strengthening service operations. The role may provide informal guidance to peers and assist with coordination of team efforts, while maintaining a primary focus on reliable, solutions-oriented customer support.

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.

Supports customer issues fully, providing end-to-end technical analysis and solutions, with an emphasis on complex issues. This may include but is not limited to: scheduling team support coverage patterns, ticketing queue assessment and assignment, technical assistance, device support, account and rights administration, and usage training for computer, network, and/or software systems.

Ensures the consistent, timely, and high-quality delivery of customer-facing technical support across all service channels by establishing expectations, monitoring service performance, addressing service gaps, and guiding resolution of escalated or high-impact issues.

Coordinates operational support activities, including service desk queue assessment, work assignment, scheduling coverage patterns, and workload monitoring to ensure service continuity.

Oversees the integrity of the agency’s asset management processes by validating inventory accuracy, supporting audits, and resolving discrepancies across technology assets.