ERS - Service Desk Technician

Job Description

Our mission is simply stated : ERS offers competitive benefits to enhance the lives of its members. Each team member across the agency contributes to our ongoing success. ERS is open for business five days a week, 8 : 00 am to 5 : 00 pm, to meet customers where they need us : in person, on the phone, in their communities, and online. ERS currently offers opportunities that include flexible work schedules.

ERS is seeking a Service Desk Technician to perform highly complex to advanced (senior-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 operating automated office equipment in a stand-alone, network, or mainframe environment. May serve as a lead worker providing direction to others. Works under minimal supervision of the Workstation Support Team Leader, with considerable latitude for the use of initiative and independent judgment. Works under minimal supervision of the Service Desk / Workstation Support Manager, with considerable latitude for the use of initiative and independent judgment.

Essential Responsibilities include, but are not limited to :

• Responds to telephone calls, email and personal requests for technical support, using the ticketing system to document, track and monitor such requests.
• Answers user inquiries, troubleshoots technical problems, and provides clear, systematic instructions for a resolution; involves staffing the Service Desk phone and mailbox as well as creates logs and resolves trouble tickets.
• Provides technical assistance to system users on a variety of issues; diagnoses and fixes problems with laptops, printers, scanners, and other peripheral devices.
• Handles issues related to a variety of software, including operating systems Windows, Microsoft 365, enterprise applications, and others.
• Delivers routine security and access functions, such as logins and password resets to improve continuity of agency business functions;
• Develops and maintains a solutions database for Service Desk tickets; uses ticketing system to log, track, and monitor user issues to ensure timely resolution and follow-up;
• Creates and updates documentation to help users and other technicians with common problems and performs administrative tasks for Service Desk / ticket tracking tools.
• Assists in the maintenance and configuration of networks, computers, and other IT equipment to ensure optimal performance.
• Participate in the setup, configuration, programming, administration, and support of audiovisual (AV) systems and solutions for meetings and events.
• Monitor AV systems and perform regular room readiness checks to ensure equipment and spaces are prepared for scheduled events.
• Optimize AV system usability, efficiency, and performance to enhance the overall event experience for participants.
• Troubleshoot, investigate, and resolve AV system issues, coordinating with internal teams and external vendors as needed.
• Provide a high level of customer service, ensuring user needs and expectations are consistently met or exceeded.

The IT Support Specialist IV performs all essential functions of the IT Support Specialist III, in addition to the following :

Required Minimum Qualifications : Your application for employment must reflect how you meet each of the following minimum qualifications :

1. Three (3) to four (4) years (depending on classification) experience in a support role using, supporting and maintaining personal computer and related equipment. Experience must include service desk support tools including ticket tracking software (ex : Service Now, Remedy, KACE).

2. Three (3) to four (4) years (depending on classification) experience supporting Windows 10 and 11 devices.

3. Three (3) to four (4) years (depending on classification) experience and advanced knowledge supporting Windows and mobile device operating systems.

Preferred Qualifications : Your application for employment should reflect how you meet the following preferred qualifications :

4. Professional work experience with mobile solutions, including the support of mobile phones and tablets in a managed environment.

5. Professional work experience with software deployment and patch management tools such as Microsoft Systems Center, Dell KACE, and Ivanti Endpoint Management Software.

6. Two (2) year experience supporting and troubleshooting network connectivity and TCP / IP.

7. Two (2) year experience providing remote assistance to users.

8. Certifications related to Desktop Engineering.

PLEASE NOTE : All applications should contain complete job history entries, which includes job title, dates of employment, name of employer, supervisor's name and phone number and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information.

Other Information : In accordance with state law, authorization for telework may not be awarded to an employee as a condition of hiring. As an agency process, new employees complete a 30 day fully onsite period before evaluation for a telework agreement. This position may require access to privileged, confidential, or sensitive data. ERS will conduct either a TXDPS or FBI criminal history check on all new hires. For more information about this policy inquiries can be made to employment@ers.texas.gov. Please note : Internal applicants in the same salary group and classification as the posted position are eligible to receive an increase in salary where applicable up to the posted maximum.

Military Occupational Specialty Codes :

Veterans, Reservists or Guardsmen with experience in the Military Occupational Specialty () along with the minimum qualifications listed above may meet the minimum requirements and are highly encouraged to apply. Please contact Human Resources at employment@ers.texas.gov with questions or for additional information.

How to Apply : Ready to join the dedicated, customer-focused team at ERS? Submit the following to the ERS Human Resources Office :

A State of Texas Application for Employment submitted online through CAPPS Recruit.

Applications submitted through Work in Texas :

If you apply for an ERS position via Work in Texas , you will also need to complete a supplemental questions form. For more details, refer to the instructions in the email you receive from CAPPS Recruit.

Please contact a Human Resources representative if you need assistance or require accommodation during the application process.

Email : Employment@ers.texas.gov

Web : www.ers.texas.gov

Relay Texas TDD : (800) 735-2989

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