System Support Specialist II

Job Description TEXAS MEDICAL BOARD STATE JOB VACANCY INFORMATION TECHNOLOGY SUPPORT SPECALIST II SYSTEM SUPPORT SPECIALIST IT DEPARTMENT Internal/ External Remote Eligibility Job Posting: 25-503-10 Opening Date: 6 November 2024 No. of Openings: 1 Monthly Salary: $4,318.60 Closing Date: Open Until Filled Type of Employment: Full Time Classification: System Support Specialist II Class Number: 0229 Salary Group: B16 FLSA Status: Non-Exempt Functional Title: System Support Specialist Remote Category: Yes/Category 3 Location: Austin - George H.W. Bush Building, 1801 Congress Ave Austin, TX 78701 How to Apply: All applications for employment with the Texas Medical Board must be submitted electronically either via CAPPS at CAPPS RECRUIT website or click the Texas Medical Board (state.tx.us) link for instructions or submit application through Work in Texas (WIT) before 12:00 a.m. central time on the job closing date. Applications can be FAXED to 512.305.7124 or e-mailed to Human.Resourcestmb.state.tx.us. All fields on the application must be completed. We may reject applications that do not include all of the required information. Resumes do not take the place of the information required on the state of Texas application. Additional Information: Must reside in Texas. No dual state employment with another state agency or higher education is allowed. Must provide DOB for Department of Public Safety background check. TMB will verify prior state service and employment history. Agency does not reimburse for travel or lodging expenses to attend job interviews. Virtual job interviews can be requested. For veteran's preference, please submit with your application a copy of the DD-214. Additional Military Crosswalk information can be accessed at: Military Crosswalk for Occupational Category - Information Technology Agency Information We have over 200 employees across the state of Texas. We are a collaborative and team environment work culture that values an environment of trust and accountability. Together we work towards our Board's mission to protect and enhance the public's health, safety, and welfare by establishing and maintaining standards of excellence used in regulating the practice of medicine and ensuring quality health care for the citizens of Texas through licensure, discipline, and education. We value employee work-life balance and provide our team incentives that include flexed and compressed work schedules, wellness leave, health insurance and retirement programs, 401K, vacation paid leave, sick paid leave, holiday pay, promotional opportunities, free parking, employee assistance program, and other various benefits. General Description Performs technical work associated with supporting agency users and administering agency hardware and/or software systems. Work involves assisting agency staff, troubleshooting problems, training, system monitoring, hardware and software maintenance. Works under moderate supervision, with some latitude for using initiative and independent judgment. An opportunity for career advancement is available based on performance, expertise, and tenure with the agency. Position reports to the IT Infrastructure and Operations Manager. Principal Duties and Responsibilities 1. (75%) Provides helpdesk support and resolves problems to the end user's satisfaction. Duties include: a. Provides routine technical assistance, troubleshooting software and hardware problems, as well as problems involving office equipment such as phones, printers, and fax machines. b. Monitors Helpdesk tickets assigned to the queue and process first-in first-out based on priority c. Manages user accounts including creating accounts and groups, resetting passwords, setting user security, and adding user account to applications. d. Installs, configures, and deploys equipment, peripherals, office machines and software per department standards. e. Setup and support of agency Board meetings. f. Escalates difficult problems to a higher level of support. g. Utilizes and maintains the Help Desk tracking software. h. Documents internal procedures using department approved methods. i. Maintains inventory of all equipment, software, and software licenses. 2. (20%) Assists with IT service delivery a. Monitors IT service delivery, resolving, reporting and/or escalating problems as necessary. b. Responds to customer issues by performing analysis and problem isolation functions to troubleshoot and resolve customer service issues. c. Identify technology problems and coordinates with other technical staff to effect solutions as necessary. d. Participates in technology implementations and upgrades. e. Trains users on the operation and use of technology including creating documentation and training materials. f. Performs media conversion duties as necessary. 3. (5%) Perform related work as assigned. Office/Telecommuting Status: • This position is eligible to telecommute. Knowledge, Skills, and Abilities • Knowledge of the practices, principles, and techniques of information systems including computer software and hardware. • Demonstrated skill using personal computers, applicable programs and systems, and the ability to operate information technology systems. • Demonstrated experience providing customer support. • Demonstrated ability to troubleshoot and repair equipment. • Ability to make technical information understandable by non-technical staff. • Ability to handle multiple tasks. • Requires the ability to have good oral and written communications skills including communicating with vendors and customers. • Ability to lift a maximum of 50 pounds Required Experience and Education • Graduation from a standard senior high school or equivalent, supplemented by courses in computer science. • A minimum of three (3) years recent IT Help Desk experience providing support to end users. • Experience providing phone support to remote end users. • Experience providing support to remote staff using desktop support tools. • Experience supporting the following Microsoft desktop technologies is required; Windows 10, Windows 11 and Microsoft Office 365. • Experience supporting custom applications. Preferred Experience and Education • Graduation from an accredited two-year college or university with major course work in computer science, computer information systems, or management information systems. • A minimum of four (4) years recent IT Help Desk experience providing support to end users. • Experience supporting Microsoft 365 technologies including SharePoint Online. • Experience using Microsoft Intune as the Mobile Device Manager (MDM) for iOS devices. • Experience with windows Autopilot • Experience performing hardware maintenance on printers and scanners, such as roller or fuser replacement. Physical Requirements And/Or Working Conditions The principal job are performed in a standard office environment and require: • Regular and punctual attendance • Frequent use of personal computer, copiers, printers, and telephones • Frequent sitting • Frequently working under deadlines, as a team member, and in direct contact with others • Requirement of reporting to the office when needed. • Compliance with all agency policies and procedures, including but not limited to applicable confidentiality, security and safety rules, regulations and standards • If hired, must provide document(s) within three days of hire date that establishes identity and employment eligibility • Applicants must have or can secure high-speed internet access with a minimum speed of 20 MBPS download and 2 MBPS upload. Applicants may be required to provide confirmation from the area ISP. EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER The Texas Medical Board does not discriminate on the basis of race, color, national origin, sex, age, religion, disability or veteran status. Employment opportunities shall not be denied a qualified individual with a disability that requires a reasonable accommodation. The applicant should communicate requests for reasonable accommodations by calling (512) 305-7146. Selective Service Requirement: If selected for employment, male applicants age 18 through 25 must present proof of registration or exemption with the federal Selective Service System. Qualifications: TEXAS MEDICAL BOARD STATE JOB VACANCY INFORMATION TECHNOLOGY SUPPORT SPECALIST II SYSTEM SUPPORT SPECIALIST IT DEPARTMENT Internal/ External Remote Eligibility Job Posting: 25-503-10 Opening Date: 6 November 2024 No. of Openings: 1 Monthly Salary: $4,318.60 Closing Date: Open Until Filled Type of Employment: Full Time Classification: System Support Specialist II Class Number: 0229 Salary Group: B16 FLSA Status: Non-Exempt Functional Title: System Support Specialist Remote Category: Yes/Category 3 Location: Austin - George H.W. Bush Building, 1801 Congress Ave Austin, TX 78701 How to Apply: All applications for employment with the Texas Medical Board must be submitted electronically either via CAPPS at CAPPS RECRUIT website or click the Texas Medical Board (state.tx.us) link for instructions or submit application through Work in Texas (WIT) before 12:00 a.m. central time on the job closing date. Applications can be FAXED to 512.305.7124 or e-mailed to Human.Resourcestmb.state.tx.us. All fields on the application must be completed. We may reject applications that do not include all of the required information. Resumes do not take the place of the information required on the state of Texas application. Additional Information: Must reside in Texas. No dual state employment with another state agency or higher education is allowed. Must provide DOB for Department of Public Safety background check. TMB will verify prior state service and employment history. Agency does not reimburse for travel or lodging expenses to attend job interviews. Virtual job interviews can be requested. For veteran's preference, please submit with your application a copy of the DD-214. Additional Military Crosswalk information can be accessed at: Military Crosswalk for Occupational Category - Information Technology Agency Information We have over 200 employees across the state of Texas. We are a collaborative and team environment work culture that values an environment of trust and accountability. Together we work towards our Board's mission to protect and enhance the public's health, safety, and welfare by establishing and maintaining standards of excellence used in regulating the practice of medicine and ensuring quality health care for the citizens of Texas through licensure, discipline, and education. We value employee work-life balance and provide our team incentives that include flexed and compressed work schedules, wellness leave, health insurance and retirement programs, 401K, vacation paid leave, sick paid leave, holiday pay, promotional opportunities, free parking, employee assistance program, and other various benefits. General Description Performs technical work associated with supporting agency users and administering agency hardware and/or software systems. Work involves assisting agency staff, troubleshooting problems, training, system monitoring, hardware and software maintenance. Works under moderate supervision, with some latitude for using initiative and independent judgment. An opportunity for career advancement is available based on performance, expertise, and tenure with the agency. Position reports to the IT Infrastructure and Operations Manager. Principal Duties and Responsibilities 1. (75%) Provides helpdesk support and resolves problems to the end user's satisfaction. Duties include: a. Provides routine technical assistance, troubleshooting software and hardware problems, as well as problems involving office equipment such as phones, printers, and fax machines. b. Monitors Helpdesk tickets assigned to the queue and process first-in first-out based on priority c. Manages user accounts including creating accounts and groups, resetting passwords, setting user security, and adding user account to applications. d. Installs, configures, and deploys equipment, peripherals, office machines and software per department standards. e. Setup and support of agency Board meetings. f. Escalates difficult problems to a higher level of support. g. Utilizes and maintains the Help Desk tracking software. h. Documents internal procedures using department approved methods. i. Maintains inventory of all equipment, software, and software licenses. 2. (20%) Assists with IT service delivery a. Monitors IT service delivery, resolving, reporting and/or escalating problems as necessary. b. Responds to customer issues by performing analysis and problem isolation functions to troubleshoot and resolve customer service issues. c. Identify technology problems and coordinates with other technical staff to effect solutions as necessary. d. Participates in technology implementations and upgrades. e. Trains users on the operation and use of technology including creating documentation and training materials. f. Performs media conversion duties as necessary. 3. (5%) Perform related work as assigned. Office/Telecommuting Status: • This position is eligible to telecommute. Knowledge, Skills, and Abilities • Knowledge of the practices, principles, and techniques of information systems including computer software and hardware. • Demonstrated skill using personal computers, applicable programs and systems, and the ability to operate information technology systems. • Demonstrated experience providing customer support. • Demonstrated ability to troubleshoot and repair equipment. • Ability to make technical information understandable by non-technical staff. • Ability to handle multiple tasks. • Requires the ability to have good oral and written communications skills including communicating with vendors and customers. • Ability to lift a maximum of 50 pounds Required Experience and Education • Graduation from a standard senior high school or equivalent, supplemented by courses in computer science. • A minimum of three (3) years recent IT Help Desk experience providing support to end users. • Experience providing phone support to remote end users. • Experience providing support to remote staff using desktop support tools. • Experience supporting the following Microsoft desktop technologies is required; Windows 10, Windows 11 and Microsoft Office 365. • Experience supporting custom applications. Preferred Experience and Education • Graduation from an accredited two-year college or university with major course work in computer science, computer information systems, or management information systems. • A minimum of four (4) years recent IT Help Desk experience providing support to end users. • Experience supporting Microsoft 365 technologies including SharePoint Online. • Experience using Microsoft Intune as the Mobile Device Manager (MDM) for iOS devices. • Experience with windows Autopilot • Experience performing hardware maintenance on printers and scanners, such as roller or fuser replacement. Physical Requirements And/Or Working Conditions The principal job are performed in a standard office environment and require: • Regular and punctual attendance • Frequent use of personal computer, copiers, printers, and telephones • Frequent sitting • Frequently working under deadlines, as a team member, and in direct contact with others • Requirement of reporting to the office when needed. • Compliance with all agency policies and procedures, including but not limited to applicable confidentiality, security and safety rules, regulations and standards • If hired, must provide document(s) within three days of hire date that establishes identity and employment eligibility • Applicants must have or can secure high-speed internet access with a minimum speed of 20 MBPS download and 2 MBPS upload. Applicants may be required to provide confirmation from the area ISP. EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER The Texas Medical Board does not discriminate on the basis of race, color, national origin, sex, age, religion, disability or veteran status. Employment opportunities shall not be denied a qualified individual with a disability that requires a reasonable accommodation. The applicant should communicate requests for reasonable accommodations by calling (512) 305-7146. Selective Service Requirement: If selected for employment, male applicants age 18 through 25 must present proof of registration or exemption with the federal Selective Service System.