OAG - Child Support | IT Support Specialist III | 27-0118

State of Texas; Texas; On-site; USD 70,000 - 95,000; Full time

Job summary

The Office of the Attorney General in Texas seeks a senior-level End User Services IT professional to provide first-line support for agency systems and devices, ensuring reliable operations for staff statewide. You will handle tickets, perform administrative tasks, and support Dell laptops, iPads, phones, and wireless hotspots, including occasional travel to Texas Child Support offices.

Strong customer service, clear communication, and Microsoft Office proficiency are required; ServiceNow or

Qualifications

• Two years full-time IT or related experience required.
• Experience with ServiceNow or Remedy ticketing systems.
• Proficient with Microsoft Office suite for reports and data tracking.
• Strong customer service and communication skills.

Responsibilities

• Provide first-line help desk support for IT systems.
• Manage and report on tickets using ServiceNow or Remedy.
• Assist End User Services with admin tasks and documentation.
• Support users via phone, mobile device, and in person.

Skills

Customer service

IT support

Ticketing systems

ServiceNow

Remedy

Microsoft Office

Communication skills

Problem solving

Teamwork

On-call support

Education

High school diploma or GED

Tools

Dell laptops

iPads

Phones

Wireless hotspots

Job description

The Office of the Attorney General is a dynamic organization with over 4,000 employees throughout the State of Texas. Our agency provides exemplary legal representation for every arm of the State, fights human trafficking, helps victims of crime, protects our constituents, and runs the most effective Child Support Enforcement program. Performs highly complex (senior level) computer systems support work in a help desk setting for the Office of the Attorney General (OAG) Child Support (CS) Information Technology Division End User Services Team. Work involves providing first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone, network, or mainframe environment. This individual must operate with excellent customer service skills and a passion for IT support. Customers are engaged via phone, mobile device, and in person. The ideal candidate will additionally perform administrative functions adjacent to End User Services and IT support. The OAG is committed to providing innovative, modern, and value-driven IT services to the agency. We believe that having talented people in the right place while effectively utilizing new tools and technologies enables us to empower the agency to best serve the people of Texas. OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.

Education: Graduation from high school or equivalent Experience: Two years full-time experience in work involving computer science, information technology, or other related fields; may substitute credit hours from an accredited college or university for the required experience on a year-for-year basis. Experience with ServiceNow, Remedy, or other ticketing systems Experience engaging customer service and IT support via mobile phone, mobile device, and in person. Experience troubleshooting common IT support challenges across a wide audience of customers. Experience and extensive working knowledge with the Microsoft suite as it relate to report generation and data tracking. Experience working administrative support for IT, including communicating with customers via email, pulling and reporting on ticket information, managing spreadsheets, and writing reports as required. Experience working with various IT equipment, including Dell laptops, iPads, phones, wireless hot spots, etc. Knowledge of the practices, principles, and techniques of computer operations. Knowledge of computer software and hardware. Knowledge of information systems. Knowledge of information security policies and procedures. Knowledge of local and wide area networks. Knowledge of the management of information systems. Skill with Microsoft Suite to include advanced proficiency with Microsoft: Word, Excel, Outlook, and OneNote. Skill working IT support tickets. Skill formatting documents in Microsoft and Adobe suites. Skill in the support of computers, in the use of applicable programs and systems, and in troubleshooting information systems. Skill in handling multiple tasks, prioritizing, and meeting deadlines Skill in effective oral and written communication Skill in exercising sound judgment and effective decision making Ability to operate information technology systems. Ability to troubleshoot and repair equipment. Ability to receive and respond positively to constructive feedback Ability to work cooperatively with others in a professional office environment Ability to engage on-call support with customers daily. Ability to provide excellent customer service Ability to participate in flexible scheduling, on call scheduling, or rotational scheduling as needed to perform the job. Ability to work in person at assigned OAG work location, perform all assigned tasks at designated OAG workspace within OAG work location, and perform in-person work with coworkers (e.g., collaborating, training, mentoring) for the entirety of every work week (unless on approved leave) Ability to participate in travel to various Texas Child Support offices to complete work as assigned. Ability to arrange for personal transportation for business-related travel Ability to work more than 40 hours as needed and in compliance with the FLSA Ability to occasionally lift and relocate up to 50 lbs. Ability to travel (including overnight travel) up to 20% Experience with CAPPS