GLO - IT Support Specialist; IT Support Specialist IV

The Texas General Land Office is seeking an IT Support Specialist (IT Support Specialist IV) within the Information Technology Services Department of the agency.

The IT Support Specialist performs advanced (senior-level) information technology support work for the Information Technology Services (ITS) department of the Texas General Land Office. Work involves providing advanced technical assistance in a multi-tiered help desk environment, resolving complex hardware, software, access, and connectivity issues, and supporting the effective operation of agency information technology systems.

Responsibilities include analyzing customer issues, coordinating resolutions, maintaining accurate service documentation, and supporting asset management activities.

Work involves serving as an experienced technical resource within the support team, collaborating with customers, peers, and other ITS staff to diagnose issues, recommend solutions, and ensure consistent service delivery. This role applies strong technical knowledge and problem-solving skills to independently resolve non-routine issues, contribute to operational improvements, and support projects and initiatives that enhance service effectiveness and reliability.

Works under limited supervision, with considerable latitude for the use of initiative and independent judgment in performing assigned support activities. May assist or guide less experienced staff through complex issues 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 IT Support Specialist IV serves as a senior-level member of the Service Desk team, providing advanced end‑user technical support and ensuring reliable day‑to‑day technology operations across the agency. This role delivers prompt, professional assistance through multiple support channels, including phone, email, in‑person, and ticketing systems, resolving hardware, software, account, and connectivity issues with a strong focus on customer service and timely resolution.

In addition to hands‑on troubleshooting, the IT Support Specialist IV contributes to accurate documentation, knowledge sharing, and service continuity efforts. The role also supports asset inventory processes, participates in operational improvements, and assists with agency projects and technology initiatives. Operating with minimal supervision, this position applies sound technical judgment, supports team collaboration, and helps maintain a responsive, solutions‑focused support environment.

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.

• Advanced Technical Support & Resolution – Collaborates with customers, providing end‑to‑end technical analysis and solutions, with an emphasis on complex issues.
• Advanced Multi‑Channel Customer Support Delivery – Provides advanced customer‑facing technical support across multiple service channels, including telephone, email, in‑person interactions, walk‑up assistance, and service desk systems, independently resolving complex issues and ensuring a consistently high level of service.
• Service Desk Analysis & Preventative Solutions – Analyzes service desk activity and documented resolutions to identify recurring issues or trends and contributes solutions to improve service quality and prevent future incidents.
• Asset Management Accuracy & Control –…