The Texas Division of Emergency Management (TDEM)
Systems Administrator I
The Texas Division of Emergency Management (TDEM), Austin, Texas, us, 78716
Job TitleSystems Administrator I
AgencyTexas Division of Emergency Management
DepartmentHelpdesk & Workstation Services
Proposed Minimum Salary$6,248.25 monthly
Job LocationAustin, Texas
Job TypeStaff
Job Description
GENERAL DESCRIPTION:
The Texas Division of Emergency Management (TDEM) is an emergency response entity and this status can affect working hours, travel and change in duties as needed. The System Administrator I, under general direction of the Chief of IT Helpdesk & Workstation Services, provides IT support services to all TDEM staff and stakeholders including all desktop workstation, laptop and tablet maintenance and support. Maintains standard desktop software installations and ensures all workstations, laptops, and tablets are properly configured, automatically updated, and secured. Responds to user support requests, assesses problems and issues with laptops, end-user devices and applications, and help resolve these issues to enable productivity of TDEM staff. Coordinates closely with other IT department personnel and assists on tasks that may be assigned. The System Administrator I needs to balance creative and technical problem-solving, customer service, and team collaboration to ensure that personnel throughout the organization can access and utilize their IT equipment and software that they need to fulfill TDEM's mission and objectives.
Employees are subject to working extended hours during evenings and weekends for incident response.
This position reports to the Chief of IT Helpdesk & Workstation Services.
*Salary is a fixed rate and is non-negotiable.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:Provides comprehensive end-user support and solutions for technology issues related to hardware, software, network connectivity and application support across all PC, laptop and desk phone technologies.Serves as a resource for Technology Services to all TDEM and external customers.Demonstrates outstanding customer service and communication skills while focusing on resolving issues in a timely and professional manner.Coordinates the installation and maintenance of both critical and non-critical software.Troubleshoots, triages and resolves technical problems, escalates to support resources as neededFacilitates resolution to problem ticket/ service requests while meeting or exceeding defined service level expectations.Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate tools.Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.Responds to appropriate tickets in the Technology Services ticketing system, including troubleshooting issues, resolving problems, providing instructions and deploying technology, via in-house, remote or desk-side support.Promptly escalate tickets and other issues, as appropriate, and alert supervisor or other Technology Services groups or designated points of contact.Writes and/or updates documentation as required, including Frequently Asked Questions, internal documentation, and other forms of documentation.Provides technical guidance on monitoring and maintaining system security and for protecting and recovering data.Assists with various Technology Services projects and system testing as may be assigned.Ability to travel 10%.Face-to-face and person-to-person interactions are required.Maintains a regular course of attendance during authorized work schedule and work extended hours when needed.May perform other related duties as assigned.This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.
MINIMUM QUALIFICATIONS:
Education
- Bachelor's degree from an accredited four-year college or university with major course work in Information Systems, Computer Science, or Business, or equivalent combination of education and professional experience.
Experience
- Two (2) years related technical experience.
*Additional work experience or the type described above may be substituted for the education requirement on a year-for-year basis. Thirty (30) semester hours is equivalent to one (1) year of experience. A completed advanced degree may also be substituted in lieu of work experience.
KNOWLEDGE, SKILLS AND ABILITIES:
Excellent customer service skills.Knowledge of IT customer support during incidents, emergency activation and deploymentBasic knowledge of MS Office and Windows Operating SystemsUnderstands routine business conversations and is able to communicate with few errorsAbility to work in a structured environment.Ability to adhere to schedule, availability and hours of the departmentKnowledge of the Microsoft Office Suite, various operating systems, network connectivity and desktop support.Ability to handle sensitive, confidential and protected information and situations.Ability to adhere to applicable laws, statutes and policies related to access, maintenance and dissemination of data and information.Ability to work independently and take initiative with little to no guidanceAbility to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers.
REGISTRATION, CERTIFICATION OR LICENSURE:
Must successfully complete IS-100, IS-200, IS-700, and IS-800 within twelve (12) months of employment.
Additional Military Crosswalk (occupational specialty code) information can be accessed at: http://www.hr.sao.texas.gov/CompensationSystem/JobDescriptions
Resumes are not accepted in lieu of an application.
All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution's verification of credentials and/or other information required by the institution's procedures, including the completion of the criminal history check.
Equal Opportunity/Affirmative Action/Veterans/Disability Employer.
AgencyTexas Division of Emergency Management
DepartmentHelpdesk & Workstation Services
Proposed Minimum Salary$6,248.25 monthly
Job LocationAustin, Texas
Job TypeStaff
Job Description
GENERAL DESCRIPTION:
The Texas Division of Emergency Management (TDEM) is an emergency response entity and this status can affect working hours, travel and change in duties as needed. The System Administrator I, under general direction of the Chief of IT Helpdesk & Workstation Services, provides IT support services to all TDEM staff and stakeholders including all desktop workstation, laptop and tablet maintenance and support. Maintains standard desktop software installations and ensures all workstations, laptops, and tablets are properly configured, automatically updated, and secured. Responds to user support requests, assesses problems and issues with laptops, end-user devices and applications, and help resolve these issues to enable productivity of TDEM staff. Coordinates closely with other IT department personnel and assists on tasks that may be assigned. The System Administrator I needs to balance creative and technical problem-solving, customer service, and team collaboration to ensure that personnel throughout the organization can access and utilize their IT equipment and software that they need to fulfill TDEM's mission and objectives.
Employees are subject to working extended hours during evenings and weekends for incident response.
This position reports to the Chief of IT Helpdesk & Workstation Services.
*Salary is a fixed rate and is non-negotiable.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:Provides comprehensive end-user support and solutions for technology issues related to hardware, software, network connectivity and application support across all PC, laptop and desk phone technologies.Serves as a resource for Technology Services to all TDEM and external customers.Demonstrates outstanding customer service and communication skills while focusing on resolving issues in a timely and professional manner.Coordinates the installation and maintenance of both critical and non-critical software.Troubleshoots, triages and resolves technical problems, escalates to support resources as neededFacilitates resolution to problem ticket/ service requests while meeting or exceeding defined service level expectations.Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate tools.Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.Responds to appropriate tickets in the Technology Services ticketing system, including troubleshooting issues, resolving problems, providing instructions and deploying technology, via in-house, remote or desk-side support.Promptly escalate tickets and other issues, as appropriate, and alert supervisor or other Technology Services groups or designated points of contact.Writes and/or updates documentation as required, including Frequently Asked Questions, internal documentation, and other forms of documentation.Provides technical guidance on monitoring and maintaining system security and for protecting and recovering data.Assists with various Technology Services projects and system testing as may be assigned.Ability to travel 10%.Face-to-face and person-to-person interactions are required.Maintains a regular course of attendance during authorized work schedule and work extended hours when needed.May perform other related duties as assigned.This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.
MINIMUM QUALIFICATIONS:
Education
- Bachelor's degree from an accredited four-year college or university with major course work in Information Systems, Computer Science, or Business, or equivalent combination of education and professional experience.
Experience
- Two (2) years related technical experience.
*Additional work experience or the type described above may be substituted for the education requirement on a year-for-year basis. Thirty (30) semester hours is equivalent to one (1) year of experience. A completed advanced degree may also be substituted in lieu of work experience.
KNOWLEDGE, SKILLS AND ABILITIES:
Excellent customer service skills.Knowledge of IT customer support during incidents, emergency activation and deploymentBasic knowledge of MS Office and Windows Operating SystemsUnderstands routine business conversations and is able to communicate with few errorsAbility to work in a structured environment.Ability to adhere to schedule, availability and hours of the departmentKnowledge of the Microsoft Office Suite, various operating systems, network connectivity and desktop support.Ability to handle sensitive, confidential and protected information and situations.Ability to adhere to applicable laws, statutes and policies related to access, maintenance and dissemination of data and information.Ability to work independently and take initiative with little to no guidanceAbility to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers.
REGISTRATION, CERTIFICATION OR LICENSURE:
Must successfully complete IS-100, IS-200, IS-700, and IS-800 within twelve (12) months of employment.
Additional Military Crosswalk (occupational specialty code) information can be accessed at: http://www.hr.sao.texas.gov/CompensationSystem/JobDescriptions
Resumes are not accepted in lieu of an application.
All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution's verification of credentials and/or other information required by the institution's procedures, including the completion of the criminal history check.
Equal Opportunity/Affirmative Action/Veterans/Disability Employer.