OAG - Information Technology Services | Systems Administrator II-III | 25-0561

GENERAL DESCRIPTION

The Information Technology Services team is looking for an organized and highly motivated individual with experience providing technical support and troubleshooting software applications. The ideal person will be organized and a self-starter, capable of thriving in a team-oriented work environment interacting with ITS staff, customers, and vendors to administer the resolution of reported and/or identified application problems. Effective communication is a must to create and maintain technical documentation, procedures, best practices, and to assist ITS staff, customers, and ultimately provide support to the ITS Application Services Manager. The successful candidate will have the opportunity to work on teams to develop and implement policies, procedures, and processes concerning support for the Agency. Information Technology Services is committed to providing the very best, value driven IT services to support the mission of the Office of the Attorney General. We believe that by having talented people in the right place, effectively utilizing new tools and technologies, we can empower the agency to better serve the people of Texas. 

The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas.  As the State’s law firm, the OAG provides exemplary legal representation in diverse areas of law.  OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans.

ESSENTIAL POSITION FUNCTIONS

• Manage and maintains the ticket tracking system for the Application Services team
• Provides advanced support for Agency developed or purchased applications and services (including on-site support, as needed)
• Develops and maintains technical and customer service relationships between ITS, business owners, subject matter experts and vendors
• Reports support efforts using a tracking system for resolution documentation and verification purposes
• Organizes, creates, and distributes system and training documentation to both technical staff and end-users
• Escalates issues as appropriate to the respective groups for higher level technical support, monitors and reports resulting progress to customers and team
• Responds to incident and problem calls, and processes service requests and tasks
• Support Application Services Manager with inter-agency systems communication and support
• May engage on Agile teams for implementation and planning for support efforts for new applications or services
• May work with application development staff testing resolution of reported defects
• Performs related work as assigned
• Maintains relevant knowledge necessary to perform essential job functions
• Attends work regularly in compliance with agreed-upon work schedule
• Attends work regularly in compliance with agreed-upon work schedule. Telework schedules are permitted for employees based on the agency’s approved Telework Plan (if schedule does not adversely affect operations and service levels, and standard hours of operation are maintained).
• Ensures security and confidentiality of sensitive and/or protected information
• Complies with all agency policies and procedures, including those pertaining to ethics and integrity

MINIMUM QUALIFICATIONS

• Education: Graduation from high school or equivalent
• Experience: Two years of full-time experience working in the following (or closely related) fields: system administration, application support or testing or other technical support roles; may substitute credit hours from an accredited college or university for the required experience on a year-for-year basis.
• Experience in software applications support efforts. Experience in support role or teaching/training role may be substituted.
• Experience in the use and support of software applications and in troubleshooting information systems.
• Skill in establishing and maintaining effective working relationships with other employees, agencies and corporate groups
• Skill in handling multiple tasks, prioritizing, and meeting deadlines
• Skill in effective oral and written communication
• Skill in exercising sound judgment and effective decision making
• Skill in analyzing and resolving reported issues
• Ability to acquire new skills and master new technologies
• Ability to receive and respond positively to constructive feedback
• Ability to work cooperatively with others in a professional office environment
• Ability to provide excellent customer service
• Ability to arrange for personal transportation for business-related travel
• Ability to work 7 a.m. – 4 p.m. or 8 a.m. – 5 p.m., Monday through Friday
• Ability to work more than 40 hours as needed and in compliance with the FLSA
• During emergency situations: Ability to provide on-call support, 24 hours per day/7 days per week
• Ability to lift and relocate 30 lbs.
• Ability to travel (including overnight travel) up to 5% 
• For Systems Administrator III, all the above qualifications plus the following:
• Experience: One additional year of full-time experience working in the following (or closely related) fields: system administration, application support or other technical support roles; may substitute credit hours from an accredited college or university for the required experience on a year-for-year basis.

PREFERRED QUALIFICATIONS

• Education: Bachelor's degree from an accredited college or university; experience in the following (or closely related) fields may be substituted for the required education on a year-for-year basis: STEM, administration and support, and/or business analysis, support of software solutions or a related field
• Experience supporting Salesforce, Microsoft SharePoint, IBM FileNet / ICM technologies, ServiceNow, or ITIL Platform
• Skill in taking shareable notes during calls or meetings
• Skill in technical writing
• Knowledge of ServiceNow ticketing system or other ITIL Platform
• Ability to assess user needs and communicate technology systems and solutions
• Ability to perform system evaluations based on documented requirements, test plans and scenarios
• Certifications: ITIL or other industry standard Information Technology certifications

TO APPLY  To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf 

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER