PC Support Administrator; Systems Analyst IV

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 primarily serves as a member of the PC Support team, providing timely and effective technical support to agency staff. Responsibilities include installing, configuring, maintaining, and troubleshooting laptops, desktops, software, printers, mobile devices, peripherals, and basic network connectivity; responding to service requests; supporting equipment deployment and inventory activities; documenting resolutions and system changes; and delivering clear, professional customer service.

The position also serves as a backup to the Conference Room Technician. When coverage is needed, the employee supports conference rooms and agency meetings by setting up, operating, and troubleshooting audio-visual equipment, video conferencing systems, computers, network connections, and related technology; assisting users during meetings; coordinating basic room-readiness needs; and helping minimize technical disruptions. Strong customer service, collaboration, communication, organization, and problem-solving skills are essential across both areas of responsibility.

The role works independently under minimal supervision, exercising sound judgment and initiative while managing service priorities and significant deadlines. This position reports to the IT Operations Support Manager, requires onsite presence Monday through Friday, and may require extended or irregular hours during legislative sessions, board meetings, major events, or other peak support periods.

This position is 100% onsite and is not eligible for telework. Presence at the assigned office location is required Monday through Friday.

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

• 1. Onsite PC Support and Customer Service: Provides hands-on, onsite technical assistance to agency staff by diagnosing and resolving issues involving laptops, desktops, monitors, docking stations, printers, scanners, mobile devices, software, peripherals, and basic network connectivity. Delivers professional customer service, explains solutions clearly, follows up with users, and works to minimize disruption to daily operations.
• 2. IT Service Ticket Management: Monitors, accepts, prioritizes, updates, and resolves assigned Jira ITSM service requests and incidents within established service levels. Accurately documents troubleshooting steps, user communications, resolutions, equipment changes, and required follow-up; escalates complex issues to the appropriate team; and identifies recurring problems or potential outages for timely coordination and response.
• 3. IT Equipment Inventory and Deployment: Maintains accurate inventory and assignment records for laptops,…