DPS - IT - ETOC Specialist

Position: DPS - IT - ETOC Specialist - 0230
Job Description

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

GENERAL DESCRIPTION: Perform highly complex (senior-level) technical support to agency employees and external end users 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 model. Works under limited supervision with considerable latitude for the use of initiative and independent judgement.

The following Military Occupational Specialty codes are generally applicable to this position. (Use the "Apply for this Job" box below). Crosswalk/

Applicants must fully complete the summary of experience to determine if minimum qualifications are met.

ESSENTIAL DUTIES / RESPONSIBILITIES:

1. Triage and categorize incoming incidents and support requests from internal staff and external Law Enforcement agencies (LEAs) end

users using multi-channel systems.

2. Communicate timely and accurate status updates and resolution information to all stakeholders, adhering to established communication

procedures.

3. Monitor the health, performance, and security of the agency's IT infrastructure and applications using specialized centralized monitoring

systems.

4. Perform initial analysis of system alerts, determine potential business impact, and execute established first-response procedures for

service restoration.

5. Provide professional technical support and remote troubleshooting for desktop hardware, operating systems, and COTS/agency specific

applications.

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

7. Document all support activities, problem analysis, diagnosis, and resolution steps meticulously within the IT Service Management (ITSM)

ticketing system.

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

9. Perform other duties as assigned.

Qualifications:

GENERAL QUALIFICATIONS and REQUIREMENTS:

Education - High School Diploma/equivalent is required.

Experience - Minimum of three (3) years' experience performing support of problem resolution for wireless networking management technology. Minimum of two (2) 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) 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…