DPS - IT- ETOC Specialist - 0231

PLEASE NOTE: All applications must contain complete job histories, 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.

SUBMITTED THROUGH WORK IN TEXAS: Work In Texas (WIC) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please got to CAPPS Recruit to register or login and access your profile. Go to CAPPS Recruit to Sign In https://capps.taleo.net/careersection/ex/jobsearch.ftl?lang=en

GENERAL DESCRIPTION:   Performs advanced (senior-level) technical support to agency employees, external end users, and outside agencies requiring solutions to issues experienced in the use of computer-related hardware and/or software, including Local Area Networks (LAN), Wide Area Networks (WAN), host-integrated, networked, stand-alone computer system environments and wireless technology utilizing multiple peripheral devices with varying models. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgement. 

The following Military Occupational Specialty codes are generally applicable to this position.
https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf
Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES / RESPONSIBILITIES:

 1.     Serve as primary resource for troubleshooting and resolving highly complex, multi-system IT events and related customer issues.

 2.     Manage end-user account issues, including authentication and access control modifications, in accordance with security policies.

 3.     Own the end-to-end management of major incidents, ensuring service restoration efforts comply with established ITIL or similar standards.

 4.     Lead the formal communication process for all enterprise-wide outages and critical events, including drafting and distributing official status reports to executive stakeholders.

 5.     Coordinate the timely escalation of complex, non-resolved issues to Tier 3 support groups and track progress to ensure swift resolution.

 6.     Perform in-depth diagnostic analysis of monitoring data, including systems alerts from IT infrastructure and security systems to proactively identify operational trends, potential business impact, and systematic problems. 

 7.     Monitor the health, performance, and security of the agency’s IT infrastructure and applications using specialized centralized monitoring systems.

 8.     Assist in the configuration and maintenance of core monitoring and ticketing systems to enhance alert precision and operational efficiency.

 9.     Analyze existing operational procedures, systems, and processes, and recommend or develop new standards, tools, and techniques to improve service delivery.

10.    Triage and categorize incoming incidents and support requests from internal staff and external Law Enforcement agencies (LEAs) using multi-channel systems. Ensure accurate documentation for all support activities, problem analysis, diagnosis, and resolution steps within the IT Service Management (ITSM) ticketing system.

11.    Attend work regularly and observe approved work hours in accordance with agency leave and attendance policies.

12.    Perform other duties as assigned.

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education – High School Diploma/equivalent is required.

Experience – Minimum of four (4) years’ experience performing support resolution for wireless networking management technology. Three (3) years’ experience as a Service Desk technician supporting a large enterprise.

Substitution Note:  Additional work experience of the type described or other related education may be substituted for one another on a year-for-year basis.

Licensure and/or Certification – If driving is required, must possess a valid driver license from state of residence. CompTIA A+, Microsoft Certified Professional, or equivalent is preferred.

Critical Organizational Infrastructure requirements – This job may be responsible for conducting research on, working on, or having the ability to access critical organizational infrastructure; must be able to maintain the security and integrity of the infrastructure related to this role. Additionally, and more specifically, must not be employed by nor have any connection or continuous connections to any governmental entity or political apparatus of a country listed in 15 C.F.R. §791.4.

Regulatory knowledge – Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.

Technology – Proficiency with Microsoft Office and appropriate levels of proficiency with utilized software and systems (e.g. CAPPS, SharePoint, CJIS, ITSM tool) and be able to learn new software/systems.

Interpersonal Skills – Must demonstrate an ability to exercise poise, tact, diplomacy and an ability to establish and maintain positive, working/professional relationships with internal/external customers.  Must demonstrate DPS’ core values: Integrity, Excellence, Accountability, and Teamwork.

Organizational and Prioritization Skills – Must be organized, flexible, and able to effectively prioritize in a multi-demand and constantly changing environment; able to meet multiple and sometimes conflicting deadlines without sacrificing accuracy, timeliness or professionalism.

Presentation/Communication Skills – Must be able to construct and deliver clear, concise, and professional presentations and/or communications to a variety of audiences and/or individuals.

Research and Comprehension – Must demonstrate ability to quickly and efficiently access relevant information and be able to utilize and/or present research and conclusions in a clear and concise manner.

Analytical Reasoning/Attention to Detail – Must demonstrate an ability to examine data/information, discern variations/similarities, and be able identify trends, relationships and causal factors, as well as grasp issues, draw accurate conclusions, and solve problems.

Confidentiality and Protected Information – Must demonstrate an ability to responsibly handle sensitive and confidential information and situations and adhere to applicable laws/statutes/policies related to access, maintenance and dissemination of information.

Safety – Must be able to work in safe manner at all times, avoiding shortcuts that have potential adverse results/risks, and must be able to comply with safety standards and best practices.

Schedule and Travel – Availability for after-hours and weekend work is required. This position may have the ability to telecommute based on the needs of the division/agency.

PHYSICAL and/or ENVIRONMENTAL DEMANDS:

The physical and environmental demands described here are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
•    Environment:  Office/Indoors 
•    Ambulatory skills, e.g. stand, walk, sit;
•    Hand-eye coordination and arm/hand/finger dexterity;
•    Ability to speak, hear, and exercise visual acuity;
•    Ability to transfer weights of up to twenty-five (25) pounds anticipated for this position; 
•    Driving requirements:  None;

State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/

A DPS employee who is selected for a position in the same salary group and state title as their current position will be transferred with no salary change.

A DPS employee who is selected for a position in their current salary group with a new state title may receive an increase of no more than 3.4% over their current salary regardless of posted salary.

Salary is contingent upon qualifications and is subject to salary administration and budgetary restrictions.

DUE TO THE HIGH VOLUME OF APPLICATIONS WE DO NOT ACCEPT TELEPHONE CALLS. ONLY CANDIDATES SELECTED FOR INTERVIEW WILL BE CONTACTED.

State of Texas retires may be rehired for full-time, non-commissioned positions only under very specific circumstances.