TJJD - IT Customer Support I - (MCL)

Texas A&M International; Mart (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

Texas Juvenile Justice Department seeks an entry-level IT Help Desk support professional to provide first-line assistance for agency computer systems and equipment at a high-security juvenile facility.

You will log issues, troubleshoot software/hardware, and assist with installations, inventory, and security compliance as part of a team committed to safety and integrity.

Qualifications

• Associates degree with major course work in Information Technology or related field.
• Two years of customer service experience in an IT environment.
• Experience providing IT support in government or correctional environments.
• Ability to communicate effectively, orally and in writing.
• Operate information technology systems and assist with security policies.

Responsibilities

• Provide first-line help desk support for IT systems and office equipment.
• Prioritize and log issues, monitor status to ensure timely resolution.
• Troubleshoot software/hardware and escalate complex problems.
• Install and maintain hardware/software and peripheral devices.
• Maintain records of data transactions, remediation actions, and installs.
• Assist with equipment setup and updating computers/software.
• May check out/in equipment and run security software.
• Report any perceived disparities and follow safety policies.

Skills

IT support experience

Customer service

Communication skills

Teamwork

Information security policies

Education

Associate degree in Information Technology or related field

Tools

Microsoft Office

Job description

We are committed to transforming lives and building safter communities by working collaboratively, communicating openly, and upholding the highest standards of integrity and professionalism. Our team models accountability, transparency, and respect, taking proactive steps to ensure the physical and emotional safety of youth, staff, and the community. We strive for excellence through continuous growth, thoughtful decision making, and mission driven collaboration, supporting one another while embracing challenges that lead to meaningful, long-term impact.

Job Description

Performs entry-level computer systems support work in a help desk setting. Work involves providing first-line assistance for operational problems of agency information technology systems and automated office equipment in a stand-alone, network environment at the assigned high security correctional facility for juveniles.

Works under close supervision, with minimal 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.

Assist with prioritizing incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem or request; and monitors the status to ensure a timely resolution. (40%)

Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, DVR, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support. (10%)

Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions. Installs, maintains, and performs minor repairs to hardware, software, or office equipment. (10%)

Assists in maintaining records of daily data communication transactions, problems, remedial actions taken, and installation activities. Assists with equipment set up for employee use, including the installation of cables, operating systems, or appropriate software. Assists in the update of computers and software. Assists in maintaining inventory of information technology assets. (30%)

May check out and check in computer and other office equipment; and run security software. (5%)

Reports any presence or perception of racial, ethnic, and/or gender disparities.

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.

Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.

Associates degree with major course work in Information Technology or related field.

Experience providing IT support in government or correctional environments.

Two years of customer service experience in an IT environment.

• 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.
• Practices, principles, and techniques of computer operations.
• Information systems.
• Computer software and hardware.
• Information security policies and procedures.
• Microsoft Office including: Word, Excel, PowerPoint, Outlook and Teams.
• Support of computers.
• Use of applicable programs and systems.
• Troubleshooting information systems.

Ability to:

• Operate information technology systems.
• Communicate effectively and have strong customer service skills.
• Adhere to standards, policies and procedures to maintain the security and integrity of agency information technology systems.
• Work independently and collaboratively with all stakeholders and maintain a professional, courteous demeanor.
• Coordinate and work in a team environment.
• Process information logically, make decisions, and demonstrate the soundness of those decisions.
• Follow ethical standards and enforce agency policies.
• Establish and maintain effective working relationships with others.

Ability to communicate effectively, orally and in writing

State of Texas Benefits and Retirement Information can be found at https://www.ers.texas.gov .Benefits include: Retirement plan, paid group health & life insurance for employee, paid holidays, paid vacation leave, paid sick leave, longevity pay, educational assistance program, employee assistance program. Optional add-on benefits include: Dental, Vision, Optional Life Insurance, Voluntary AD&D Insurance, Dependent Health & Life insurance, Health & Dependent care flexible spending accounts, etc. Additionally, certain designated positions are eligible for hazardous duty pay, and career ladder advancements.

In order to receive veteran¿s preference, a copy of your DD Form 214 (Certificate of Release or Discharge from Active Duty), VA disability rating (if applicable), or a DD Form 1300 (Report of Casualty) must be attached to your application.

If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.

Only candidates selected for an interview will be contacted.

Due to the high volume of applications, we do not accept telephone calls.

If you submitted your application through the CAPPS Career Center you may also check the status of your application by accessing your profile and selecting ¿My Job Applications¿ on the three-dot menu in the top right corner.

The Texas Juvenile Justice Department does not discriminate on the basis of race, color, religion, sex, national origin, age, or disability in employment or the provision of services

Thank you for considering employment with the Texas Juvenile Justice Department.

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

SPONSORSHIP

Candidates must be eligible to work in the United States without requiring sponsorship.