DPS - IT - Computer Technical Support Specialist III - 0230 (00051277)
: TEXAS DEPARTMENT OF PUBLIC SAFETY
: Texas-Austin
:
AUSTIN HQ (MAIN)
5805 N LAMAR BLVD PO BOX 4087 AUSTIN TX 78773
Austin 78752
: Computer and Mathematical
: Regular
: Full-time Standard Hours Per Week: 40.00
State Job Code: 0230
Salary Admin Plan: B
Grade: 18
: 3,793.42 - 4,375.00 (Monthly)
: 1
: Non-exempt
: Jul 22, 2025, 7:12:06 PM
: Aug 6, 2025, 4:59:00 AM
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 (WIT) applicants must complete the supplemental questions to be considered for the posting. In order to complete the supplemental questions please go 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: Perform highly complex (senior-level) technical support via telephone to agency employees requiring solutions to problems 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. Work is performed under limited supervision, with considerable latitude for the exercise of independent judgment.
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. Perform and practice procedures to assist end users of computer equipment to resolve problems in all types of computer configurations at Department of Public Safety (DPS) facilities throughout the state.
2. Perform, after training, analysis and diagnosis of problems reported via telephone using an automated Problem Tracking System; apply various resources and methods (hardware and software manuals, problem resolution documentation, personal knowledge, and other diagnostic controlled error methods) to resolve problems of system malfunctions and failures. Conduct installation of approved DPS Software.
3. Provide PC hardware and software support utilizing remote desktop connections in the repair of software failures and identifying other hardware related issues.
4. Diagnose, analyze, and coordinate reported problems and questions for appropriate resolution and follow-up documentation; returning nonfunctional systems to an operational status.
5. Perform hardware configuration support and installation for Driver License field office relocations.
6. Provide support of Wireless Mobile Network technology.
7. Provide additional support to multiple operating systems and software e.g., Mobile Networking Wireless technology.
8. Assist in acquiring, installing, connecting, loading, and the testing of computers, peripheral equipment, local area networks and software to verify integrity of systems including printers, and scanners, using various operating systems e.g., (Windows 7 and Microsoft suites).
9. Coordinate with other assigned professionals and technical resources for resolution of problems, as required.
10. Refer problems according to escalation policy and conducts follow up assessments for unresolved problems on a daily basis.
11. Document new or unusual conflicts which require troubleshooting of problems that have not previously been identified. Post updates to Knowledge Base to maintain currency of information and applicability.
12. Maintain and expand detailed knowledge on all DPS approved hardware, software, network configurations, and configurations of peripherals by review of technical information, working with other PC/LAN support staff, attending training classes, and using available time for self-paced training.
13. Receive and review information on procedural program changes, software modifications, network status and availability, and other related information necessary for performing troubleshooting duties.
14. Disseminate pertinent troubleshooting information to statewide end-users and other agency staff.
15. Attends work regulary and observes approved work hours in accordance with agency leave and attendance policies.
16. Perform other duties as assigned.
GENERAL QUALIFICATIONS and REQUIREMENTS:
Education – Graduation from a standard senior-high school or equivalent is required. Graduation from an accredited four-year college or university with a major in Computer Science, Information Management, Business Management, or a related field is preferred.
Experience – Minimum of three (3) years’ experience in support of problem resolution for wireless networking management technology and the utilization of Microsoft is required. Minimum of two (2) years’ work experience as a Service Desk technician providing support to a large enterprise is preferred. Extended knowledge of IT support and remote troubleshooting and a strong background in the support of Microsoft products and mobile devices is also preferred.
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 – CompTIA A+, Microsoft Certified Professional, or equivalent certification is strongly recommended. If driving is required, must possess a valid driver license from state of residence.
Regulatory knowledge – Working knowledge of, or the ability to rapidly assimilate information related to TXDPS, State and Federal regulations, legislation, guidelines, policies and procedures.
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.
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 to a variety of audiences and/or individuals including other state agencies, vendor representatives, and other computer professionals.
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. Ability to interpret computer operations and other technical information.
Technology (computers/hardware/software/operating systems) – Must possess appropriate levels of proficiency with utilized software and systems and be able to learn new software/systems.
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/or 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. Some travel for training and collaboration needs.
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.
State of Texas Benefits and Retirement Information: https://www.ers.texas.gov/
Current DPS employees who submit applications for posted DPS positions shall notify their immediate supervisor in writing.
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 retirees may be rehired for full-time, non-commissioned positions only under very specific circumstances.
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