THECB - Systems Analyst III, ITS Frontline Support Specialist
Texas Higher Education Coordinating Board, Austin, TX, United States
The agency is located at the George Herbert Walker Bush State Building in the Capitol Complex at 1801 N. Congress Ave., Austin, TX 78701.
General Description
Performs complex (journey-level) computer systems analysis work in the Information Technology Services division of the Texas Higher Education Coordinating Board. Work involves providing onsite, frontline customer support for personal computers (PC), mobile computing devices, and related end‑user software. Works under general supervision, with moderate latitude for the use of initiative and independent judgment. This position reports to the Director of Technology Operations & Support (TOS).
Responsibilities
Respond to technical assistance requests submitted through the IT service management system.
Answer the help‑desk phone line and provide first‑level technical support to agency staff.
Resolve assigned trouble tickets within designated SLA timeframes.
Install, maintain, and repair end‑user computer hardware and software.
Perform network troubleshooting support for connectivity of end‑users working both onsite and remotely.
Evaluate various hardware and software resources to identify strengths, weaknesses, and potential benefits to the agency.
Follow inventory control procedures for software and hardware issued to staff.
Ensure compliance with federal, state, and agency policies and procedures.
Apply appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times.
Perform other duties as assigned.
Knowledge, Skills, and Abilities
Knowledge in supporting end‑user computer software, including Windows operating systems and Microsoft 365 applications.
Knowledge of computer networks and connectivity.
Knowledge of Active Directory, Group Policies, SCCM, and Intune.
Knowledge of Mac OS and iOS devices and configurations.
Skill in using logic and reasoning to troubleshoot computer systems.
Skill in using IT service management systems.
Skill in creating and maintaining technical and end‑user documentation.
Ability to work in a fast‑paced environment.
Ability to maintain effective work relationships with co‑workers, customers, and vendors.
Ability to communicate clearly and effectively.
Ability to train both technical and non‑technical staff.
Ability to provide excellent customer service and maintain a service‑oriented mindset.
Ability to prioritize and complete assigned work in a timely and accurate manner.
Ability to work independently to complete projects and meet established deadlines.
Ability to provide flexibility and adaptability toward changes in assignments.
Ability to adhere to the organization’s internal management policies and procedures.
Military Crosswalk
Military Crosswalk for Occupational Category – Information Technology.
Qualifications
Required Minimum Education and Experience
Sixty semester hours from an accredited college or university.
Two years of full‑time experience providing client software and hardware technical support.
Six additional months of full‑time related work experience may substitute for 15 semester hours of required education, up to two years.
Preferred
Microsoft Certified Training.
Graduation from an accredited college or university with a bachelor’s degree in a technology‑related field.
Three years of full‑time IT customer service experience.
Experience working in a state agency or government environment.
Physical Requirements And/Or Working Conditions
Regular, reliable, and punctual attendance at work.
Frequent use of personal computer.
Frequent standing and moving between customer and ITS office areas.
Occasional lifting of computer equipment up to 50 pounds.
Work in the office full‑time with limited or no telework option.
Workforce
Demonstrate knowledge of customer service deliverables.
Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary.
Adhere to the organization’s internal management policies and procedures.
Contribute to the agency’s performance measures and mission.
Employment Conditions
Proof of education and experience listed on the application.
Eligibility/authorization to work in the U.S.
Satisfactory results from a pre‑employment criminal history background check.
Compliance with the Selective Service Law for males ages 18‑25.
Equal Employment Opportunity
The Texas Higher Education Coordinating Board is an Equal Opportunity Employer. The Texas Higher Education Coordinating Board does not discriminate on the basis of race, color, religion, sex, national origin, age, or disability in employment or the provision of services.
Veterans Information
To receive Veteran’s Preference, a copy of the FORM DD‑214, member #4, must be attached when submitting your application.
Application Notes
Skills assessment may be conducted at the time of interview.
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General Description
Performs complex (journey-level) computer systems analysis work in the Information Technology Services division of the Texas Higher Education Coordinating Board. Work involves providing onsite, frontline customer support for personal computers (PC), mobile computing devices, and related end‑user software. Works under general supervision, with moderate latitude for the use of initiative and independent judgment. This position reports to the Director of Technology Operations & Support (TOS).
Responsibilities
Respond to technical assistance requests submitted through the IT service management system.
Answer the help‑desk phone line and provide first‑level technical support to agency staff.
Resolve assigned trouble tickets within designated SLA timeframes.
Install, maintain, and repair end‑user computer hardware and software.
Perform network troubleshooting support for connectivity of end‑users working both onsite and remotely.
Evaluate various hardware and software resources to identify strengths, weaknesses, and potential benefits to the agency.
Follow inventory control procedures for software and hardware issued to staff.
Ensure compliance with federal, state, and agency policies and procedures.
Apply appropriate Family Educational Rights and Privacy Act (FERPA) standards at all times.
Perform other duties as assigned.
Knowledge, Skills, and Abilities
Knowledge in supporting end‑user computer software, including Windows operating systems and Microsoft 365 applications.
Knowledge of computer networks and connectivity.
Knowledge of Active Directory, Group Policies, SCCM, and Intune.
Knowledge of Mac OS and iOS devices and configurations.
Skill in using logic and reasoning to troubleshoot computer systems.
Skill in using IT service management systems.
Skill in creating and maintaining technical and end‑user documentation.
Ability to work in a fast‑paced environment.
Ability to maintain effective work relationships with co‑workers, customers, and vendors.
Ability to communicate clearly and effectively.
Ability to train both technical and non‑technical staff.
Ability to provide excellent customer service and maintain a service‑oriented mindset.
Ability to prioritize and complete assigned work in a timely and accurate manner.
Ability to work independently to complete projects and meet established deadlines.
Ability to provide flexibility and adaptability toward changes in assignments.
Ability to adhere to the organization’s internal management policies and procedures.
Military Crosswalk
Military Crosswalk for Occupational Category – Information Technology.
Qualifications
Required Minimum Education and Experience
Sixty semester hours from an accredited college or university.
Two years of full‑time experience providing client software and hardware technical support.
Six additional months of full‑time related work experience may substitute for 15 semester hours of required education, up to two years.
Preferred
Microsoft Certified Training.
Graduation from an accredited college or university with a bachelor’s degree in a technology‑related field.
Three years of full‑time IT customer service experience.
Experience working in a state agency or government environment.
Physical Requirements And/Or Working Conditions
Regular, reliable, and punctual attendance at work.
Frequent use of personal computer.
Frequent standing and moving between customer and ITS office areas.
Occasional lifting of computer equipment up to 50 pounds.
Work in the office full‑time with limited or no telework option.
Workforce
Demonstrate knowledge of customer service deliverables.
Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary.
Adhere to the organization’s internal management policies and procedures.
Contribute to the agency’s performance measures and mission.
Employment Conditions
Proof of education and experience listed on the application.
Eligibility/authorization to work in the U.S.
Satisfactory results from a pre‑employment criminal history background check.
Compliance with the Selective Service Law for males ages 18‑25.
Equal Employment Opportunity
The Texas Higher Education Coordinating Board is an Equal Opportunity Employer. The Texas Higher Education Coordinating Board does not discriminate on the basis of race, color, religion, sex, national origin, age, or disability in employment or the provision of services.
Veterans Information
To receive Veteran’s Preference, a copy of the FORM DD‑214, member #4, must be attached when submitting your application.
Application Notes
Skills assessment may be conducted at the time of interview.
#J-18808-Ljbffr