DPS - CID - Systms Support Spclst IV - 0231

Texas A&M International; Austin (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

Texas A&M International is seeking a Systems Support Specialist IV to provide advanced end-user and system support for CID operations. The role involves diagnosing issues, supporting the case management system, and ensuring reliable operation of related hardware and software, in both standalone and networked environments.

Responsibilities include documenting resolutions, assisting with requirements and testing, and coordinating change management.

Qualifications

• Education: Graduation from an accredited four-year college or university; major in Computer Science, Information Technology, MIS or related field preferred.
• Experience: Minimum of four years in supporting application software; government agency experience preferred; substitutions allowed.
• Licensure: Valid driver license from state of residence.
• Regulatory Knowledge: Working knowledge of TXDPS, state and federal regulations, guidelines, policies.
• Interpersonal Skills: Poise, tact, diplomacy and professional relationships with internal/external customers.
• Organizational and Prioritization: Able to prioritize in a multi-demand environment and meet deadlines.
• Presentation/Communication: Ability to present clearly to varied audiences.
• Research and Comprehension: Ability to access information quickly and present conclusions clearly.
• Analytical Reasoning/Attention to Detail: Capable of examining data, identifying trends and solving problems.
• Technology: Proficiency with Microsoft Office Suite; knowledge of IT methodologies in software development/maintenance.

Responsibilities

• Oversee end-user and technical support; document resolutions; resolve escalated problems.
• Analyze performance of support activities and document resolutions to improve service quality.
• Assist with requirements gathering, information analysis and recommendations.
• Support user acceptance testing to ensure changes are tested and defects resolved.
• Collaborate on system design improvements and maintain training artifacts.
• Manage prioritization, implementation and change management for app changes.
• Assist with end-user training sessions and update training artifacts.
• Update application items such as user profiles and dropdown menus.
• Maintain regular attendance per agency policies.
• Perform other duties as assigned.

Skills

Customer support

End-user support

Troubleshooting

Communication

Education

Bachelor's degree in CS/IT/MIS

Tools

Microsoft Office Suite

Case management system

Job description

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Job Title DPS - CID - Systems Support Specialist IV - 0231

PLEASE NOTE: All applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

GENERAL DESCRIPTION:

Perform advanced (senior-level) systems and end user case management support for Criminal Investigations Division (CID) personnel. Work includes diagnosing and resolving issues related to the case management system, assisting users with system navigation and workflows, and ensuring reliable operation of associated hardware and software in both stand alone and networked environments. Supports CID staff by addressing technical inquiries, troubleshooting system performance problems, and coordinating resolution efforts to maintain consistent and effective system use. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

The following Military Occupational Specialty codes are generally applicable to this position. https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES / RESPONSIBILITIES:

• Oversee the delivery of technical and end-user support to ensure that problems and requests have been appropriately documented and resolved timely; provide assistance in researching and resolving escalated problems, which includes the most complex and/or critical technical problems.
• Analyze performance of technical support activities and documents resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and prevent future problems.
• Assist with gathering and documenting requirements, analyzing and evaluating information, and making recommendations.
• Assist with user acceptance testing to ensure that all system changes are tested, defects are identified and issues are resolved.
• Collaborate to identify and create information system design improvements and create and maintain system support documents and training artifacts.
• Manage prioritization, implementation, and change management process for application changes.
• Assist with facilitating end user training sessions including updating the training artifacts.
• Assist with updating application items such as user profiles and application drop down menus.
• Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.
• Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education - Graduation from an accredited four-year college or university. A major course work in Computer Science, Information Technology, Management Information Systems or a related field is preferred.

Experience - Minimum of four (4) years - experience supporting application software, maintenance and development is required. Government agency experience preferred.
Substitution Note: Additional work experience of the type described or other related education may be substituted for one another on a year-for-year basis.

Licensure and/or Certification - Must possess a valid driver license from state of residence.

Regulatory Knowledge - Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.

Interpersonal Skills - Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers.

Organizational and Prioritization Skills - Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.

Presentation/Communication Skills - Must be able to construct and deliver clear, concise, and professional presentations to a variety of audiences and/or individuals.

Research and Comprehension - Must demonstrate ability to quickly and efficiently access relevant information, and be able to utilize and/or present research and conclusions in a clear and concise manner.

Analytical Reasoning/Attention to Detail - Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.

Technology (computers/hardware/software/operating systems) - Must possess appropriate levels of proficiency with utilized software and systems and be able to learn new software/systems. Demonstrated proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, SharePoint).
- Knowledge in customer support and issue resolution.
- Knowledge of Information Technology methodologies in software development and maintenance.

Confidentiality and Protected Information - Must demonstrate an ability to responsibly handle sensitive and confidential information and situations, and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

Travel and/or Schedule - Availability for after-hour and weekend work as needed during emergencies is required.

PHYSICAL and/or ENVIRONMENTAL DEMANDS:

The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- Environment: Office;
- Ambulatory skills, e.g. stand, walk, sit;
- Hand-eye coordination and arm/hand/finger dexterity;
- Ability to speak, hear, and exercise visual acuity;
- Ability to transfer weights of twenty-five (25) pounds anticipated for this position;
- Driving requirements: Occasional frequency (ten [10%]).

Current DPS employees who submit application for posted DPS positions shall notify their immediate supervisor in writing.

A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.

A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED .

State of Texas retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.