TJJD - IT Support Specialist III - IT Service Desk GNS

TJJD - IT Support Specialist III - IT Service Desk - (GNS) - 54651

Position: IT Support Specialist III – IT Service Desk (Generic Network Services) – Texas Juvenile Justice Department.

Performs highly complex (senior‑level) work involving coordination and the direct performance of activities associated with installing, repairing, monitoring, analyzing the use of, and troubleshooting complex problems with, information technology systems used at the assigned high‑security correctional facility for juveniles such as a local area network and wide area network (LAN and WAN), and other Information Technology (IT) related technology. Work is also performed at halfway houses, district parole offices, and high‑security correctional facilities on an as‑needed basis.

Works under limited supervision with considerable latitude for the use of initiative and independent judgment. May be required to work in excess of 40 hours per workweek, be on‑call 24/7, and travel occasionally.

• Coordinates and/or reviews and prioritizes incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem; and monitors the status to ensure a timely resolution.
• Coordinates the update of computers, software, and peripherals.
• Coordinates and/or sets up equipment for employee use, and performs or ensures proper installation of cables, operating systems, or appropriate software.
• Provides routine technical assistance troubleshooting software and hardware problems, as well as problems involving office equipment such as phones, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support.
• Maintains computer and hardware inventory records for new and surplus equipment.
• Reviews and makes recommendations regarding the procurement of information technology equipment.
• Performs a variety of related duties not listed, to be determined and assigned as needed.
• Performs all duties in compliance with agency safety policies and procedures: reports safety hazards and corrects hazards when possible.
• Completes required documentation in the event of an accident/injury within requested time frames.
• Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.
• Travels up to 5% of the time to TJJD secure sites or Halfway Houses as needed for tech support.

• Bachelor’s degree. Two (2) years of full‑time wage‑earning experience supporting a LAN or WAN, an IP communication environment, troubleshooting PC problems, and installing and maintaining PC software applications or related tasks.
• High School Diploma or equivalent. Six (6) years of full‑time wage‑earning experience supporting a LAN or WAN, an IP communication environment, troubleshooting PC problems, and installing and maintaining PC software applications or related tasks.

• Bachelor’s degree with major coursework in computer science, management information systems, or a related field.
• Experience supporting a LAN or WAN.
• Experience troubleshooting PC issues.
• Experience installing and maintaining PC software applications.

• One year of appropriate experience may substitute for one year of college (30 course hours) on a year‑for‑year basis.
• Completed course hours of undergraduate study may substitute for up to four years of experience on a basis of 30 course hours for one year of experience.
• Completed course hours of graduate study may substitute for up to two years of experience on a basis of 12 graduate course hours for one year of experience.
• Pro‑rated part‑time experience may satisfy the experience requirement.

• Knowledge of operating systems, protocols, and network diagnostic methods.
• Knowledge of computer hardware and software.
• Knowledge of network systems and cabling.
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Skill in using resources to achieve optimal results.
• Skill in Microsoft Office:
  Word,…