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Systems Support Specialist II (Help Desk Agent)

TPWD - Systems Support Specialist II (Help Desk Agent)  (00032745)
Primary Location: Texas-Austin
Work Locations: DW-TPWD Headquarters 4200 Smith School Road  Austin 78744
Job: Computer and Mathematical
Employee Status: Regular
Schedule: Full-time
Standard Hours Per Week: 40.00
Travel: Yes, 5 % of the Time
State Job Code: 0229  
Salary Admin Plan: B
Grade: 15  
Salary (Pay Basis): 3,542.58 - 3,542.58 (Monthly)
Number of Openings: 1
Overtime Status: Non-exempt
Job Posting: May 17, 2023, 7:44:03 AM
Closing Date: May 31, 2023, 11:59:00 PM


To manage and conserve the natural and cultural resources of Texas and to provide hunting, fishing and outdoor recreation opportunities for the use and enjoyment of present and future generations.

All applications must contain complete job histories, which includes job title, dates of employment (month/year) and hours worked per week, name of employer, supervisor's name and phone number and a description of duties performed. 
Job history and volunteer experience should be listed in the work history section of the application to receive credit towards meeting the minimum requirements. Part-time experience credit is prorated based on the duration and hours worked per week. Please indicate hours worked for part-time/temporary/seasonal experience. If this information is not submitted, your application will be considered incomplete.
Applications with “See attached" or "See resume" will not be accepted in lieu of a completed application. Omission of data can be the basis for disqualification; you may state ‘unknown’ for any incomplete fields. If education is used to meet the minimum requirements of the job posting, a copy of a college transcript(s) issued from the registrar must be provided if you are selected for an interview. 
APPLICATIONS SUBMITTED THROUGH WORK IN TEXAS:  Work In Texas (WIT) applicants must complete the supplemental questions to be considered for the posting. To complete the supplemental questions go to CAPPS Recruit to register or login. CAPPS Recruit,  

Job Classification
Military Specialty
Systems Support Specialist I-V
25B, 35T, 94F, 255A
Systems Support Specialist I-V
Systems Support Specialist I-V
Coast Guard
Systems Support Specialist I-V
Marine Corps
0633, 2631, 6694
Systems Support Specialist I-V
Air Force
1N2X1, 3D1X1, 3D1X2
*More information on military occupational specialty codes can be found below:

VETERAN’S PREFERENCE: If you choose to claim veteran’s employment preference including surviving spouse or orphan of a veteran as outlined by the State of Texas, you must attach a DD214 at the time your application is submitted. If you have questions regarding this requirement, please visit our Veteran’s Hiring Reference page at

Texas Parks and Wildlife offers a variety of benefits for employees such as generous paid time off, group insurance, retirement and pension, and frequent training and staff development opportunities. Other benefits include longevity pay, merit pay, deferred compensation, flexible benefit plans, 401K/457 retirement plans, direct deposit, telework, staggered work hours, Employee Assistance Program and a Return to Work Program. For new employees or rehires, health insurance is available the 1st of the following month after a 60-day waiting period. Click HERE to view our Benefits page.

HIRING CONTACT: Lori Kreitner, (512) 389-8927, or (512) 924-7095

PHYSICAL WORK ADDRESS: TPWD Information Technology Customer Service - Help Desk, 4200 Smith School Road Austin, TX 78744
This position is responsible for moderately complex (journey-level) technical support work on computer systems and office equipment in a service desk setting. Performs Level-I system analysis in support of Texas Parks and Wildlife Department (TPWD) employees. Agents will work with a dynamic team in a fast-paced call center environment providing excellent customer service, timely resolutions, and thorough documentation for each contact utilizing ServiceNow. Service Desk agents install, configure, and provide support for agency standard software, Windows operating systems, hardware, telecommunication, and networking issues. Works under general supervision, with moderate latitude for the use of initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division and Branch rules, regulations and procedures.


Graduation from High School or GED.
Two years Help Desk end-user support experience.
If driving is required, applicant must possess a valid State driver’s license.
Background Check:
Required to pass a national fingerprint-based background check prior to employment offer. Potential candidates will be responsible for expenses related to the background check.
Thirty semester hours from an accredited college or university may substitute for one year of the experience with a maximum substitution of one year.
Graduation from an accredited college or university with an Associate’s degree OR higher in Computer Science or closely related technical field.
Knowledge of computer architecture and design;
Knowledge of Agency Standard Windows Operating Systems;
Knowledge of Agency Standard Microsoft Office Suite Applications;
Knowledge of Agency Standard Networking Protocols;  
Knowledge of the practices, principles, and techniques of computer operations;
Knowledge of information systems;
Knowledge of computer software and hardware;
Knowledge of information security policies and procedures;
Knowledge of local and wide area networks;
Skill in the use of MS Word, Excel, and Outlook;
Skill in effective verbal and written communication;
Skill in delivering Level-I technical support;
Skill in problem analysis and utilizing appropriate procedures and techniques to effect problem resolutions;
Skill in generating detailed and accurate documentation on computer hardware and software problems;
Skill in providing quality customer service in a courteous and professional manner;
Skill in establishing and maintaining effective work relationships with co-workers and work-related contacts;
Skill in managing several projects simultaneously;
Skill in meeting deadlines;
Skill in the support of computers;
Skill in the use of applicable programs and systems;
Skill in troubleshooting information systems;
Ability to work as a member of a team;
Ability to work collaboratively with others to resolve complex problems;
Ability to train others;
Ability to generate detailed and accurate problem call tickets;
Ability to complete work on time, with infrequent errors, and little supervision;
Ability to properly and effectively manage priority problem calls;
Ability to assist customers in the use of agency standard Windows Operating Systems
and MS Office Suite products (e.g., Excel, Word, Access, etc.) and in troubleshooting and resolving related problems;
Ability to work with Texas Parks and Wildlife Department (TPWD) staff and vendors to analyze agency standard software and hardware processing problems and initiating appropriate corrective action;
Ability to install, configure, and troubleshoot agency computers and their related peripheral equipment;
Ability to install, configure, and troubleshoot agency standard computer operating systems and their related software applications;
Ability to identify and analyze trends, symptoms, and relationships that may indicate a common origin for related or similar problems;
Ability to identify networking and technical voice/data telecommunication problems and initiate appropriate corrective action;
Ability to operate information technology systems;
Ability to troubleshoot and repair equipment;
Ability to communicate effectively verbally and in writing;
Ability to perform manual labor, including lifting supplies and materials up to 50 lbs.;
Ability to conduct work activities in accordance with TPWD safety program.
Required to work eight-hour shifts between 7:30a.m.-5:30pm., Monday through Friday;
This position is suitable to telework and the candidate may be allowed to telework with supervisor approval;
Required to work overtime, as necessary; 
May be required to operate a State vehicle;
Required to pass a national fingerprint-based background check prior to employment offer. Potential candidates will be responsible for expenses related to the background check;
Required to travel 5% with possible overnight stays;
Must conform to TPWD dress and grooming standards, work rules, and safety procedures;
Non-smoking environment in State buildings and vehicles.