PC Support Administrator (Systems Analyst IV)

Texas Education Agency; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Professional development

Job summary

Texas Education Agency (TEA) seeks an experienced IT PC Support specialist to provide hands-on technical assistance to agency staff. You will install, configure, maintain, and troubleshoot laptops, desktops, printers, mobile devices, and basic network connectivity while delivering professional customer service.

The role also covers equipment inventory, deployment, and onboarding/offboarding tasks, with occasional conference-room AV support. Onsite presence is required 5 days a week in Austin.

Qualifications

• Bachelor's degree from an accredited four-year college or university.
• At least three years of PC hardware and software support experience, including ITSM ticketing (e.g., Jira ITSM).
• Substitutions: education and experience may substitute for other qualifications on a year-for-year basis.

Responsibilities

• Onsite PC support and customer service for agency staff, diagnosing and resolving hardware and software issues.
• IT service ticket management: prioritize, document, escalate, and resolve Jira ITSM requests within SLAs.
• IT equipment inventory and deployment, including receiving, deploying, transferring, and auditing devices and accessories.

Skills

Customer service

Communication

Problem-solving

Team collaboration

Education

Bachelor's degree

Tools

Jira ITSM

Microsoft 365

Job description

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.

Core Values

• 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.

Job Description

About Office of IT

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.

Position Overview

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.

Essential Functions

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, desktops, monitors, docking stations, mobile devices, peripherals, and related IT equipment. Receives, prepares, deploys, transfers, retrieves, stores, audits, and stages equipment; verifies asset information and condition; supports refresh and surplus activities; and keeps work and storage areas organized and secure.
• 4. Employee Onboarding and Offboarding: Supports employees onboarding by preparing, configuring, testing, and issuing assigned computers, monitors, docking stations, mobile devices, and accessories; confirming required software and connectivity; documenting asset assignments; and providing basic orientation. Supports offboarding by coordinating timely equipment return, verifying asset conditions, updating inventory and ticket records, and preparing returned equipment for secure processing, reassignment, or surplus.
• 5. Team Support and Conference Room Backup: Collaborates with PC Support, Intune, network, security, and other IT teams to complete deployments, equipment refreshes, audits, special projects, and onsite support needs. Serves as backup to the Conference Room Technician when requested by setting up and troubleshooting audio-visual and video conferencing equipment, assisting users during meetings, and helping maintain room readiness. Provides extended or irregular onsite support during major meetings and events when required.

Qualifications

Minimum Qualifications

Education: Graduation from an accredited four-year college or university

Experience: At least three (3) years of experience providing PC hardware and software support, to include experience using an IT service management system, such as Jira ITSM, to prioritize, document, track, elevate and resolve incidents and service requests within established service levels, and managing IT service tickets and equipment inventory, and supporting employee onboarding and offboarding

Substitutions: Education and experience may substitute for on another on a year for year basis

Other Qualifications

• Share the belief that all Texas students can achieve at high levels and are able to succeed in college, career, or the military
• Knowledge of desktop and laptop hardware, operating systems, Microsoft 365, printers, mobile devices, peripherals, and basic network connectivity, with experience diagnosing and resolving onsite technical issues
• Experience supporting conference room audio-visual or video conferencing technology is preferred
• Knowledge of IT asset inventory, deployment, refresh, audit, storage, retrieval, and surplus processes, including equipment preparation and record maintenance
• Ability to support employees onboarding and offboarding by configuring, issuing, retrieving, and documenting assigned equipment, software, and connectivity
• Strong customer service, communication, organization, collaboration, and problem-solving skills, with the ability to work independently and provide backup support for conference-room audio-visual and video conferencing technology
• Ability to work 100% onsite Monday through Friday, support occasional extended or irregular hours, and safely lift, move, and transport up to 20 pounds of IT equipment and materials

New hires, rehires, and internal hires will typically receive a starting salary between the posted minimum and the average pay of employees within the same classification. Offers are based on the candidate's experience and qualifications and consider internal pay equity across employees performing similar work.

The top half of the posted salary range is generally reserved for candidates whose qualifications exceed the role's requirements. The maximum of the range is typically reserved for candidates who significantly exceed the required and preferred qualifications.

Benefits

TEA employees receive a comprehensive benefits package through the State of Texas and the Employee Retirement System of Texas (ERS), supporting health, financial security, and work-life balance.

Benefits include:

• Retirement through ERS and employer-paid health insurance for eligible employees
• Optional dental, vision, and dependent coverage
• Paid state holidays, vacation leave, sick leave, and longevity pay
• Wellness programs, employee assistance programs, and professional development opportunities
• Eligibility for the federal Public Service Loan Forgiveness (PSLF) program

To learn more about benefits available to State of Texas employees, please review the State of Texas Employee Benefits brochure and visit the TEA Compensation and Benefits page .

Military/Veteran Information

Applicants eligible for Military Employment Preference (MEP) will be considered in accordance with applicable state and federal laws and regulations.

To claim Military Employment Preference, applicants must:

• Select the applicable Military Employment Preference category in the employment application.
• Upload supporting documentation verifying eligibility in the Attachments section of the application before submitting the application.

Important: Self-identifying as eligible for Military Employment Preference does not by itself establish eligibility. Supporting documentation is required for TEA to verify eligibility before Military Employment Preference can be applied during the selection process. Applicants who do not submit sufficient documentation may not be considered eligible for Military Employment Preference. This requirement is consistent with TEA's Military Employment Preference procedures.

For information about eligibility requirements, required supporting documentation, and instructions for claiming Military Employment Preference, please review the Military Employment Preference page, which outlines eligible categories, documentation requirements, and the eligibility verification process.

To explore how military experience may align with this role, applicants may review Military Occupational Specialty (MOS) codes within the State's Position Classification Plan. Please refer to the Military Crosswalk and select the occupational category that most closely corresponds with the classification listed in this job posting.

Additional Information

TEA is an equal opportunity employer and complies with all applicable federal and state nondiscrimination laws. Employment decisions are made without regard to race, religion, color, national origin, sex, disability, age, or veteran status.

TEA does not sponsor or assume sponsorship of employment visas.

This position requires the applicant to meet Agency standards and criteria which may include passing a pre-employment criminal background check, prior to being offered employment by the Agency.

To learn more about working at TEA, including hiring timelines, process details, and candidate resources, please visit the Careers at TEA page .

Due to the high volume of applications, we are unable to accept phone calls or respond to all email inquiries. Only candidates selected for an interview will be contacted.