CRM and TEA Help Desk Support​/Training Analyst; Systems Analyst V

Agency Information

The Texas Education Agency (TEA) oversees primary and secondary public education in Texas and is committed to improving outcomes for all public school students by providing leadership, guidance, and support to school systems across the state.

• We are Determined:
  We are committed and intentional in pursuing our primary purpose of improving outcomes for students.
• We are People-Centered:
  We strive to attract, develop, and retain committed talent that reflects the diversity of Texas, with each individual contributing to our shared vision for students.
• We are Learners:
  We seek evidence, reflect on outcomes, and continuously improve in pursuit of excellence for students.
• We are Servant Leaders:
  We are public servants committed to improving opportunities for students and supporting those who serve them.

The Office of Information Technology works closely with all agency divisions to implement innovative technology solutions in a cost-efficient manner that supports the goals and priorities of the Texas Education Agency. The Office of IT provides efficient technology solutions and stellar customer services to internal staff, 20 Educational Service Centers, and 1,200-plus public-school districts and charter schools. The following services are provided by IT: leadership on IT initiatives;

guidance on security/policy issues; new application development/enhancements; software acquisition; technical support; assistance with technical sections of purchasing documents such as Request for Information (RFI), Request for Offers (RFO), Request for Proposals (RFP); and oversight on the data collection process which helps to support and improve outcomes for all of Texas' 5 million-plus students.

This position serves as the Customer Relationship Management (CRM) and TEA Help Desk Support and Training Analyst in the Customer Relationship Management Division for the Office of Information Technology at the Texas Education Agency.

This Support and Training Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or TEA Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and TEA Help Desk software. This analyst will also develop, and conduct training programs tailored to all levels of CRM and TEA Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems.

This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the Associate Commissioner in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.

Job duties are not limited to the essential functions mentioned below. You may perform other functions as assigned.