TDA - IT - Helpdesk Specialist (59460)

Agency: Texas Department of Agriculture (TDA). Key objectives include promoting production agriculture, consumer protection, economic development, and healthy living. This position is based in Austin, TX, and does not offer telework. Core business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday, with limited customer service available between 6:00-8:00 a.m. and 5:00-6:00 p.m.

About the role

The Helpdesk Specialist will perform complex workstation support in a helpdesk setting, assist with the deployment of new systems, and provide technical support and assistance to TDA employees on telecommunications, computer hardware, software, and network infrastructure. This role operates under limited supervision with considerable latitude for initiative and independent judgment.

Responsibilities

• Provide technical support for TDA employees, ensuring incidents and requests in an ITIL ticketing system (e.g., Remedy or ServiceNow) are appropriately documented and resolved in a timely manner.
• Set up equipment for employee use, ensuring all hardware, operating systems, and appropriate software function properly.
• Provide customer training on hardware, software, and peripherals.
• Track and maintain inventory of hardware and software assets.
• Maintain and install Microsoft Windows workstation images.
• Ensure systems remain patched and updated.
• Create and maintain documentation related to Helpdesk support functions, such as knowledge base articles.
• Assist in the development and maintenance of training materials and manuals for customers.
• Follow all TDA policies and procedures.
• Perform other duties as assigned.

Requirements

• Associate's degree in an IT-related field such as CIS, MIS, CS, or Cyber-Security. (One year of work experience related to the essential duties may substitute for one year of college.)
• Two years of systems administration experience in a Help Desk/Workstation Support environment.

Skills

• Knowledge of: troubleshooting common end-user computer problems; Microsoft Windows; building images for computers; organizational skills.
• Skill in: providing excellent customer service; supporting computers; using applicable programs and systems; troubleshooting information systems.
• Ability to: operate information technology systems; troubleshoot and repair equipment; communicate effectively, orally and in writing; exercise sound judgment and discretion; maintain confidentiality.

Working Conditions

• Requires working in a normal office environment with potential exposure to dust and environmental allergens.
• Mostly sedentary but may involve walking, standing, pulling, pushing, kneeling, stooping, bending, and fine motor skills.
• Must safely lift and carry items weighing up to 30 pounds.
• May require working extended hours, evenings, and weekends as needed.
• May involve occasional travel (up to 5%), including overnight stays.

Benefits

The State of Texas offers a comprehensive benefits package, which makes up about one-third of total compensation. Benefits include:

• Retirement Plan
• Paid Group Health and Life Insurance for employees
• Paid Holidays
• Paid Vacation Leave
• Paid Sick Leave
• Longevity Pay
• Dental and Vision coverage
• Dependent Optional Life Insurance
• Voluntary AD&D Insurance
• Dependent Health and Life Insurance
• Health and Dependent care flexible spending accounts

A valid government-issued driver's license recognized by the Texas Department of Public Safety, in good standing, and an acceptable driving record are required. TDA will verify this information with the Texas Department of Public Safety. Applicants with out-of-state licenses should obtain and provide a copy of their driving record by their first day.

A criminal conviction records check is required for selected applicants. Foreign credentials must be evaluated by an approved organization (e.g., Foreign Credential Services of America, SpanTran, or Global Credential Evaluators) if the degree was obtained outside the United States.