Only candidates who apply via email to (HR “at” TWDB.texas.gov) with an official State of Texas Application or through the WorkInTexas.com website will be considered for this position. View this position and apply at https://tinyurl.com/ygf97x5u
We offer a competitive compensation and benefits package including medical, dental, vision, 401(k), flexible spending, and flexible work hours 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
Job Description Summary
Ranked as a Top 10 Workplace in the greater Austin area, this is an excellent opportunity to provide structure and leadership, expand the vision, and build on an exceptional, customer service centric Help Desk team.
The Texas Water Development Board focuses on innovation, impact, pride in public service, and accountability (our core values) to accomplish our mission to lead the states efforts in ensuring a secure water future for Texas and its citizens.
We are seeking a talented, organized Help Desk Team Lead to provide an unparalleled product and level of customer service. The Help Desk Team Lead performs highly complex (senior-level) systems administration work and support tasks for the agencys Help Desk. Work involves but is not limited to planning and analyzing user requirements, onboarding and offboarding staff, interns, and contractors, coordinating and organizing public meetings (board meetings, work sessions, agency public meetings and conferences), administering, upgrading, and maintaining Help Desk ticketing system, assigning, and monitoring support tickets and workload and working in tandem with the Help Desk team as an escalation point. Training and developing Help Desk staff via direct support and via a training program; managing team schedules. Establishing and documenting processes and procedures, asset management, annual fractional equipment (workstation/laptop) replacement/refresh, equipment sanitization and disposal, system imaging and operating system upgrades, application deployment and application package maintenance and testing and supporting a hybrid remote/onsite workforce. Works under limited supervision, wi th considerable latitude for the use of initiative and independent judgment. Reports to the Manager of the Information Technology Operations Department.
Essential Job Functions
- Serves as Team Lead for the Help Desk Section of the Information Technology Operations Department.
- Assigns and supervises the work of others.
- Provides Help Desk Section guidance, leadership, training, coordination, and oversees troubleshooting and problem solving relating to computer systems, audio visual equipment, and programs.
- Supports agency staff in a remote hybrid/onsite environment.
- Analyzes, creates, maintains, and tests new and existing processes and procedures, information systems, and utility programs for efficiency and effectiveness to improve workflow.
- Coordinates, plans, and schedules the installation and training for new or revised systems and defines business process requirements.
- Analyzes and defines agency disaster recovery responsibilities and procedures within the scope of the Help Desk Section.
- Details input and output record formats for computer programs, designs forms, and writes instructions for the use of forms, equipment, and systems within the scope of the Help Desk Section.
- Determines operational, technical, and support requirements for the location, installation, operation, and maintenance of data processing, data communications, and computer and management information systems.
- Prepares and defines the goals of Help Desk systems and devises flow charts and diagrams describing logical operational steps of programs, processes, and procedures.
- Assists with the preparation of cost-benefit and return-on-investment analysis to aid in decisions on computers systems modifications, acquisition, and implementations.
- Tracks, manages, and inventories all property within the scope of the Help Desk Section.
- Evaluates and recommends action on testing and certification of software and hardware upgrades.
- Test, deploy, and maintain various computer applications.
- Onboard and offboard staff, contractors, and interns via user account creation and/or removal, including proper retention and sanitization of user data and equipment.
- Coordinates and organizes public meetings (board meetings, work sessions, agency public meetings and conferences).
- Manages the administration of information systems security.
- Ensures individual and team files (electronic and hard versions) are appropriately maintained and timely disposed of in accordance with the agencys records retention procedures and schedule.
- Provides weekly activity updates and status reports as assigned.
- 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.
- Maintains confidential and sensitive information.
- Graduation from an accredited four-year college or university with major coursework in Computer Science, Computer Information Systems, Management Information Systems, or related fields.
- Five to seven years of work experience on a team providing systems administration and help desk support, conducting troubleshooting of computer hardware, and resolving software problems.
- Ability to effectively work from remote locations (telecommuting with a reliable internet connection) and onsite.
- Relevant experience can be substituted for college or university education on a year-for-year basis
- More than seven years of work experience on a team providing systems administration and help desk support, conducting troubleshooting of computer hardware, and resolving software problems.
- Experience managing, maintaining, and deploying hardware and software with Quest KACE appliances.
Knowledge, Skills, and Abilities (KSAs)
- Knowledge of local, state, and federal laws and regulations relevant to a Help Desk Team; and of the principles and practices of public administration.
- Knowledge of the limitations and capabilities of computer systems.
- Knowledge of information technology equipment.
- Knowledge of computer hardware and software.
- Knowledge of computer operating systems.
- Knowledge of the techniques used in the design of automated and non-automated systems.
- Knowledge of applicable programming and scripting languages.
- Knowledge of automated mapping.
- Skills in using Microsoft Office programs such as Word, Excel, and Access.
- Skills in use of internet, email, word processing, spreadsheet, presentation, and database software.
- Skills in coordinating and solving problems.
- Skills in scheduling, testing, installing, and implementing programs.
- Skills in troubleshooting computer systems.
- Skills in property and asset management.
- Skills in using and managing a ticketing system.
- Skills in using remote assistance and collaboration tools.
- Ability to work remotely and in person including reliable internet.
- Ability to analyze systems and procedures.
- Ability to write and revise standards and procedures.
- Ability to schedule and prioritize work tasks to maintain regular progress on assignments and meet deadlines.
- Ability to adhere to work schedules, follow procedures with respect to leave, and submit accurate timesheets by prescribed deadlines.
- Ability to make mature, objective decisions and identify areas of potential problems.
- Ability to perform effectively and willingly when changes occur in scope and nature of the work and work environment.
- Ability to perform routine and non-routine work assignments accurately and on-time with little or no supervision.
- Ability to perform assigned duties and improve work habits and/or output.
- Ability to complete assigned work, on time, neatly and with infrequent errors.
- Ability to interpret policies, procedures, and regulations.
- Ability to provide prompt, courteous and accurate assistance, and clear and concise communication to internal and external stakeholders both verbally and in writing.
- Ability to work and cooperate with others in a team environment.
- Ability to manage multiple tasks.
- Ability to stand/sit/move with no physical limitations or aids to perform activities such as retrieve/replace equipment, peripherals, and boxes up to 30 lbs.
- Ability and willingness to travel 5% of the time, primarily within the State of Texas.
- Ability to operate a vehicle (state or personal) for state business and maintain a drivers license and driving record that complies with state and agency requirements.
- Ability to work shifts that may exceed 8 hours, including early mornings, nights, and weekends.
- Ability to train others.
- Ability to assign and/or supervise the work of others.