TCEQ - Help Desk Administrator

Please paste the following URL into a browser to view the entire job posting in the CAPPS Career Section: https://capps.taleo.net/careersection/ex/jobdetail.ftl?job=00052900You may apply to the job directly through the CAPPS Career Section. It is not necessary to apply both through Work In Texas and CAPPS Career SectionAre you an experienced Help Desk Administrator, ready for a unique opportunity to grow with an environmental state agency?Join TCEQ! We bring passion and drive to carry out our mission of protecting our stateand#8217;s public health and natural resources.YOUR FUTURE TEAMAs part of TCEQ Administrative Services, you would help support the logistical and operational structure for TCEQ statewide -- the business foundation for the whole agency. See details about what we do.This position is a member of our Information Resources Division.HEREand#8217;S WHAT YOUand#8217;LL BE DOINGParticipate in help Desk activities involving customer support on the agencyand#8217;s information technology systems for the staff of the Texas Commission on Environmental Quality (TCEQ).Respond to user inquiries; input tickets according to Help Desk standard operating procedures (SOPs); and provide the status of pending trouble tickets to customers via the automated call tracking system. Ensure the resolution of escalated technical software/hardware problems, coordinating with other technical teams as necessary in the delivery of services and resolution of network and desktop problems.Process customer requests received on the computer access request form (CARF), and enter CARF information into the automated call tracking system, and route to appropriate technical teams to add/edit/remove access.Maintain help desk and CARF documentation. Evaluate help desk and CARF processes and procedures. Recommend and implement process and procedural changes as needed.Provide 'How To' support for selected agency software by answering customer requests for support reported via the call tracking software, telephone, email or in person. Provide expert referral for complex features. Prepares help desk and CARF processing statistics and reports for management.Qualifications: KEY QUALIFICATIONSExperience with customer service in a call center/help-desk environment.Experience in preparing, proofreading, and editing correspondence.Experience processing customer requests using a call tracking/ticketing system.Experience using Microsoft applications, Outlook, Teams, Excel, and Word.REQUIRED EDUCATION EXPERIENCETwo (2) years full-time experience in data processing OR assisting users in computer application use OR in troubleshooting computer systems problems (hardware/software).ORFifteen semester hours in computer science from an accredited college or university, or 300 clock hours in computer science from a licensed vocational, technical, or business school, plus one (1) year of full-time experience in data processing OR assisting users in computer application use OR troubleshooting computer systems problems (hardware/software).ORAn associate degree or higher in computer science.OROne (1) year of full-time experience in TCEQ as an IT Support Specialist II.*Employees in this classification series may research, work on, or have access to critical infrastructure, including but not limited to a communication infrastructure system, cybersecurity system, electric grid, hazardous waste treatment system, or water treatment facility. See Tex. Business Commerce Code Section 117.001(2). Accordingly, the ability to maintain the security or integrity of the infrastructure is a requirement to be hired for and to continue to be employed with TCEQ.TRANSCRIPT / COLLEGE HOURS or COURSE WORKSee instructions on how to attach documents. A copy of your official college transcript or evaluation of foreign credentials in CAPPS is required if needed to meet the qualifications listed above.WORK SCHEDULEStandard business hours are M-F, 8:00 a.m. - 5:00 p.m.Individual and work group schedule determined by the TCEQ Information Resources Division.BENEFITSOptional 401(k) and 457 plansInsurance: Health, Vision, Dental, and optional FSAPaid day(s) off from work on national holidays and holidays that the state observesProfessional development opportunitiesLongevity pay based on your number of years working for the stateWellness Program and ActivitiesOnsite Nurse Practitioner in HQWork-Life BalanceCONDITION OF EMPLOYMENTTCEQ will conduct a criminal history records search, driving history (if required for the job) on candidates offered employment.In compliance with ADA, if you need any special accommodations during the employment process, please contact HRSS for assistance at (512) 239-0102.MILITARY OCCUPATIONAL SPECIALTY (M.O.S.) CODESM.O.S. codes can be found at: https://hr.sao.texas.gov/CompensationSystem/JobDescriptions/.Please click the hyperlink under and#8216;Occupational Categoryand#8217; for the respective Class Title.Texas Commission on Environmental Quality is an Equal Opportunity Employer.