TJJD - IT Support Specialist III - IT Service Desk - (GID)

We are committed to transforming lives and building safter communities by working collaboratively, communicating openly, and upholding the highest standards of integrity and professionalism. Our team models accountability, transparency, and respect, taking proactive steps to ensure the physical and emotional safety of youth, staff, and the community. We strive for excellence through continuous growth, thoughtful decision making, and mission driven collaboration, supporting one another while embracing challenges that lead to meaningful, long-term impact.

Performs highly complex (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 or network environment. Work may be at the agency central office, halfway houses, district parole offices, and high security correctional facilities on an as-needed basis. 

Works under limited supervision, with considerable latitude for the use of initiative and independent judgment. May be required to work in excess of 40 hours per workweek, be on-call, and travel occasionally. Must be available to work a shift other than 8:00 a.m. to 5:00 pm

Coordinates and/or reviews and prioritizes incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem; and monitors the status to ensure a timely resolution. 

Coordinates the update of computers, software, and peripherals. 

Coordinates and/or sets up equipment for employee use, and performs or ensures proper installation of cables, operating systems, or appropriate software. 

Provides routine technical assistance troubleshooting software and hardware problems, as well as problems involving office equipment such as phones, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support. 

Maintains computer and hardware inventory records for new and surplus equipment. 

Reviews and makes recommendations regarding the procurement of information technology equipment. 

Performs a variety of related duties not listed, to be determined and assigned as needed.

Performs all duties in compliance with agency safety policies and procedures:

• Reports safety hazards and corrects hazards when possible.
• Completes required documentation in the event of an accident/injury within requested time frames.
• Reports safety hazards and corrects hazards when possible.
• Completes required documentation in the event of an accident/injury within requested time frames.

Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.

Performs all duties in compliance with agency safety policies and procedures:

Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.

This position requires to travel up to 5% of the time to TJJD secure sites or Halfway Houses as needed for tech support.

Expected to have an understanding of TJJD's treatment programs for the youth including Texas Model 2.0 and be able to evaluate application of the Model by TJJD staff when visiting/auditing facilities and locations where youth are supervised.

Bachelor¿s degree. Two (2) years of full-time wage-earning experience supporting a LAN or WAN, an IP communication environment, troubleshooting PC problems, and installing and maintaining PC software applications or related tasks. 

OR

High School Diploma or equivalent. Six (6) years of full-time wage-earning experience supporting a LAN or WAN, an IP communication environment, troubleshooting PC problems, and installing and maintaining PC software applications or related tasks.

Experience and Education Substitutions:

• One year of appropriate experience may substitute for one year of college (30 course hours) on a year for year basis.
• Completed course hours of undergraduate study may substitute for up to four years of experience on a basis of 30 course hours for one year of experience.
• Completed course hours of graduate study may substitute for up to two years of experience on a basis of 12 graduate course hours for one year of experience.
• Pro-rated part-time experience may satisfy the experience requirement.

Note:  Any degree, diploma, high school equivalent, or course hours required to meet minimum qualifications must be from an accredited educational institution.

• Bachelor¿s degree with major course work in computer science, management information systems, or a related field.
• Experience supporting a LAN or WAN.
• Experience troubleshooting PC issues.
• Experience installing and maintaining PC software applications.

• Knowledge of operating systems, protocols, and network diagnostic methods. 
• Knowledge of computer hardware and software.
• Knowledge of network systems and cabling. 
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Skill in using resources to achieve optimal results.
• Skill in Microsoft Office: Word, Excel, PowerPoint, Outlook and Teams. 
• Skill in system troubleshooting.
• Skill in active directory. 
• Ability to adhere to standards, policies and procedures to maintain the security and integrity of agency information technology systems. 
• Ability to recognize, analyze, and resolve network problems.
• Ability to develop and implement work objectives.
• Ability to work independently and collaboratively with all stakeholders and maintain a professional, courteous demeanor.
• Ability to coordinate and work in a team environment.
• Ability to prioritize and manage multiple tasks; plan, organize, and coordinate work assignments; and meet deadlines.
• Ability to process information logically, make decisions, and demonstrate the soundness of those decisions.
• Ability to follow ethical standards and enforce agency policies.
• Ability to establish and maintain effective working relationships with others.
• Ability to work in excess of 40 hours per workweek, be on-call 24/7, and travel occasionally.
• Ability to work a shift other than 8:00 a.m. to 5:00 p.m.

The following physical demands and working conditions are representative of those encountered and/or necessary for the employee to successfully perform the essential functions of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Analyzing

Alphabetizing

Ability to communicate effectively, orally and in writing

Ability to see

Ability to hear (with or without aid)

Ability to perform tactile discernment

Identify colors

Depth perception

Operate motor equipment

Lifting up to 40 lbs.

Carrying up to 40 lbs.

Pulling

Pushing

Prolonged standing and walking

Prolonged sitting

Repeated bending

Reaching above shoulder

Manual/finger dexterity

Dual simultaneous grasping

Crawling

Twisting

Kneeling

Stooping

Climbing stairs

Climbing ladders

State of Texas Benefits and Retirement Information can be found at https://www.ers.texas.gov. Benefits include:  Retirement plan, paid group health & life insurance for employee, paid holidays, paid vacation leave, paid sick leave, longevity pay, educational assistance program, employee assistance program.  Optional add-on benefits include:  Dental, Vision, Optional Life Insurance, Voluntary AD&D Insurance, Dependent Health & Life insurance, Health & Dependent care flexible spending accounts, etc.  Additionally, certain designated positions are eligible for hazardous duty pay, and career ladder advancements.

In order to receive veteran¿s preference, a copy of your DD Form 214 (Certificate of Release or Discharge from Active Duty), VA disability rating (if applicable), or a DD Form 1300 (Report of Casualty) must be attached to your application.

For Military Occupational Specialty (MOS) Code or Crosswalk, please visit: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_ProgramManagement.pdf

If you are scheduled for an interview and require any reasonable accommodation in our interview process, please inform the hiring representative who calls you to schedule your interview.  Whenever possible, please give the hiring representative sufficient time to consider and respond to your request.

Only candidates selected for an interview will be contacted.

Due to the high volume of applications, we do not accept telephone calls.

If you submitted your application through the CAPPS Career Center you may also check the status of your application by accessing your profile and selecting ¿My Job Applications¿ on the three-dot menu in the top right corner.

https://erphcmprd.cpa.texas.gov/psc/candidateportal/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?FOCUS=Applicant 

The Texas Juvenile Justice Department does not discriminate on the basis of race, color, religion, sex, national origin, age, or disability in employment or the provision of services

Thank you for considering employment with the Texas Juvenile Justice Department.

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

SPONSORSHIP

Candidates must be eligible to work in the United States without requiring sponsorship.

Your application must contain complete job histories, which include job titles, name of employer, dates of employment (month & year), name of direct supervisor and phone number, and a description of duties performed, and whether it was full-time or part-time and hours per week. If any of this information is not provided, your application may be rejected as incomplete.  

Resumes do not take the place of this required information.

Applicants must be able to pass a Criminal Background Check and any other requirements listed under Minimum Qualifications.

APPLICATIONS SUBMITTED THROUGH WORK IN TEXAS:  Work in Texas (WIT) applicants must complete the CAPPS Recruit Prescreening Questionnaire to be considered for the posting.

To complete the Prescreening Questionnaire, go to CAPPS Recruit to register or login:

https://erphcmprd.cpa.texas.gov/psc/candidateportal/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?FOCUS=Applicant