Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS HRAM FL.HRS CG SEARCH FL.GBL?Page=HRS APP JBPST FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=103241andPostingSeq=1Job Description Must meet agency in-office requirements Salary commensurate with experience and qualifications TEXAS WATER DEVELOPMENT BOARD'S MISSIONLeading the state's efforts in ensuring a secure water future for Texas.WORKING AT THE TWDBSee why our work makes an impact!Find out why the TWDB is a great place to work.Make a positive difference for the state of Texas. We encourage you to apply for positions that match your qualifications.The Texas Water Development Board (TWDB) offers a competitive compensation and benefits package including medical, dental, vision, 401(k), flexible spending, and flexible work alternatives so you can have a work/life balance! For more information about these benefits and more visit: http://www.twdb.texas.gov/jobs/benefits.asp.Please visit TWDB Career Page: http://www.twdb.texas.gov/jobs/ for more information.MILITARY EMPLOYMENT PREFERENCEVeterans, Reservists or Guardsmen with an MOS or additional duties that fall in the fields of 25B Information Technology Specialist, IT Information Systems Technician, 1N2X1 Signals Intelligence Analyst, or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are highly encouraged to apply.Additional Military Crosswalk information can be accessed at https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdfGENERAL DESCRIPTIONPerforms highly complex (senior-level) computer systems support work in a help desk setting. Work involves providing customer support for agency information technology systems and operating automated office equipment in a stand-alone, network, or mainframe environment. Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. Reports to the Manager of the Help Desk Department.ESSENTIAL JOB FUNCTIONSProvides excellent customer service and answers user inquiries regarding computer software, hardware operation, and the use and interface of systems and software applications.Responds to Help Desk support tickets, instant messages, and calls, routing to appropriate staff and creating support tickets as needed.Reviews and updates daily support tickets, data communication transactions, problems, remedial actions taken, and installation activities.Provides support and assistance in the design, development, and maintenance of various system applications.Troubleshoots and resolves complex problems relating to computer systems or programs.Provides support for agency Board and Executive meetings and special sessions, assists in the preparation of material for presentations to the Board and other audiences.Develops training manuals and procedures and trains users in the proper use of hardware or software.Coordinates, plans, and schedules the installation or training for new or revised systems and defines business process requirements.Installs, maintains, moves, and assists in testing and upgrading new and existing hardware or software.Maintains agency computer and hardware inventory records for new and surplus equipment and inventory room.Assists in evaluating, testing, certifying, recommending, and determining operational, technical, and support requirements for the location, installation, operation, and maintenance of data processing, data communications, and computer and management information systems to include hardware and software.Assists with administrative matters, programs, activities, and operations in the Information Technology Division including but not limited to the preparation of expenditure requests for purchase of office supplies, equipment, maintenance renewals, and other purchases and services.Schedules, and prioritizes meetings, appointments, and special events; reserves meeting sites; contacts and confirms appointments and meetings; prepares agendas; and documents meeting minutes and action items as necessary.Establishes and maintains records, filing systems, maintenance renewals, and logs.May train others.Provides weekly activity updates and status reports as assigned.Researches and composes accurate and timely communications.Maintains confidential and sensitive information.Ensures individual and team files (electronic and hard versions) are appropriately maintained and timely disposed of in accordance with the agency's records retention procedures and schedule.Maintains required certifications and licenses and meets the continuing education needs and requirements of the position to include, attending mandatory training courses.May be required to operate a state or personal vehicle for business purposes.Performs other duties as assigned. MINIMUM QUALIFICATIONSGraduation from a standard senior high school or equivalent, with coursework in Computer Science or related fields.Five years of experience in computer systems support work.Education may be substituted for work experience on a year-for-year basis.PREFERRED QUALIFICATIONSGraduation from an accredited four-year college or university with major coursework in Computer Science, Computer Information Systems, Management Information Systems, or related fields.More than five years of work experience providing Help Desk management, troubleshooting computer hardware, and resolving software problems.Experience in hardware and software asset management.KNOWLEDGE, SKILLS, AND ABILITES (KSA's)Knowledge of local, state, and federal laws and regulations relevant to the Help Desk Department, and of the principles and practices of public administration.Knowledge of the limitations and capabilities of computer systems.Knowledge of computer hardware and software.Knowledge of audio/visual hardware a
