OAG - Information Technology Services | Systems Administrator II-III | 26-0057

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, 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.

OAG employees enjoy excellent benefits along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans. OAG employees enjoy excellent benefits ( 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 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).

Qualifications

MINIMUM QUALIFICATIONS

Systems Administrator II :

Systems Administrator III – All the above qualifications for a Systems Administrator II, PLUS :

PREFERRED QUALIFICATIONS