TPWD - System Analyst II (Desktop Computer Support Analyst)

GENERAL DESCRIPTION

Under the general direction of the Desktop / Mobile Support Manager, this position performs moderately complex (journey-level) computer systems analysis work.Supports Windows OS, standard and non-standard applications in a distributed Microsoft environment.Resolves network, [TCP / IP, Ethernet] telecommunications and application problems for local and remote users.Serves as level two / three support for the Help Desk incidents / tasks.Involved in IT / Agency technology projects and participates in submitting requests for technology budget.Participates in major IT technology deployment projects.Ensures that optimal network / desktop performance, capacity, availability and security are maintained for all agency technology users.Works under general supervision, with limited latitude for the use of initiative and independent judgment.Performs additional duties as assigned.Complies with all Agency, Division and Branch rules, regulation and procedures.

Qualifications

MINIMUM QUALIFICATIONS

Education :

Sixty semester hours college credit in an accredited college or university.

Experience :

Four years full-time experience in computer systems support.

Licensure :

Applicant must possess a valid State driver’s license.

ACCEPTABLE SUBSTITUTIONS

Education :

One additional year full-time of required experience may substitute for thirty semester hours of the required education with a maximum substitution of sixty semester hours.

PREFERRED QUALIFICATIONS

Education :

Major course work in field of Information Technology from an accredited college or university.

Experience :

Experience working with Desktop and Network Environments including Desktop and laptop Computers, Routers, Switches, Servers and related hardware devices.

Experience working with computer software to include Windows Operating Systems, Office Suites, Virus protection, asset management, call ticket management, Backups and updates.

KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of Internet software to include : Internet browsers, email, FTP.

Knowledge of TCP / IP, Routers, Hubs, Switches on an Ethernet topology.

Knowledge of customer support skills that include : management of incident / task calls, prioritizing calls and communication to end-users.

Knowledge of microcomputer architecture and design.

Knowledge of Windows Operating Systems, Office Suites, Virus protection, asset management, call ticket management, Backups and updates.

Knowledge of Endpoint management software. i.e. Intune.

Knowledge of iOS, Android and MacOS.

Skill in Microsoft Windows OS.

Skill in the following platforms (MS Windows OS, LAN / WAN (Routers, Switches) MacOS.

Skill in working as a team member, cooperating with both co-workers and management to effectively accomplish unit goals.

Skill in following written instruction and system documentation.

Skill in customer support practices.

Skill in effective verbal and written communication.

Ability to install, configure and trouble-shoot Internet, and components on MS Windows operating systems.

Ability to set up new and trickledown computers manually or by loading with imaging software.

Ability to integrate newly developed technologies into the existing environment.

Ability to communicate well both verbally and in writing.

Ability to diagnose and solve complex MS operating system problems.

Ability to install, configure and troubleshoot complex microcomputer hardware and peripheral problems.

Ability to use computer and network analytical tools.

Ability to participate in design and review of technical specifications for the procurement of technology systems hardware and software.

Ability to work effectively with others as a team member.

Ability to analyze requirements and organize the team and other resources to meet support needs in a timely fashion.

Ability to create and modify user accounts, profiles, server properties, directory services and controlling resource access.

Ability to integrate workstations into the agency LAN / WAN.

Ability to configure, install, and monitor Cisco routers.

Ability to diagnose and independently resolve 2nd tier network related issues (issues that disrupt a major system) on all of the following : MS server, E-mail and Internet e-mail, Remote Application Server, Network Management System, Network, Connectivity, Backup System, Routers and Switches.

Ability to install and configure all of the following types of systems and their applications : MS server, E-mail and Internet e-mail, Remote Application Server, Network Management System, Network Connectivity, Backup System, and Routers and Switches.

Ability to troubleshoot cloud-based services.

Ability to troubleshoot iOS, Android, MacOS.

Ability to produce technical documentation.

Ability to perform manual labor, including lifting supplies and materials up to 50 lbs.

Ability to conduct work activities in accordance with TPWD safety program.

WORKING CONDITIONS

Subject to re-scheduled workweek when necessary.

Responsible for after-hour calls for assistance when necessary.

Required to work overtime, weekends and holidays to install telecommunications hardware, software or resolve problems when necessary.

Required to pass a national fingerprint-based background check to maintain employment.

Applicants must be legally authorized to work in the United States and maintain that authorization throughout employment.

Required to travel 10% with possible overnight stays.

May be required to operate a State vehicle.

Non-smoking environment in State buildings and vehicles.

TPWD IS AN EQUAL OPPORTUNITY EMPLOYER