TPWD - IT Support Specialist II (Help Desk Analyst)

Job Description

Job Description

TPWD MISSION

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.

HIRING CONTACT: Tracie DaSilva, 512-924-7095, Email Address: Tracie.DaSilva@tpwd.texas.gov

PHYSICAL WORK ADDRESS: Texas Parks and Wildlife Department - Headquarters, 4200 Smith School Road, Austin, Texas, 78744

GENERAL DESCRIPTION:

Under the direction of the Information Technology Manager, this position performs moderately complex (journey-level) technical support work on computer systems and office equipment in a help 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.

MINIMUM QUALIFICATIONS:

Education:

Graduation from High School or GED.

Experience:

Two years Help Desk end-user support experience.

Licensure:

Must possess or be able to obtain, within 30 days of employment, a valid State driver's license.

ACCEPTABLE SUBSTITUTIONS:

Experience:

Thirty semester hours from an accredited college or university may substitute for one year of the required experience with a maximum substitution of one year.

PREFERRED QUALIFICATIONS:

Education:

Graduation from an accredited college or university with an Associate's degree OR higher in Computer Science or closely related technical field.

KNOWLEDGE, SKILLS AND ABILITIES:

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.

WORKING CONDITIONS:

Required to work eight-hour shifts between 7:30a.m.-5:30p.m., Monday through Friday.

Required to work overtime, as necessary.

May be required to operate a State vehicle.

Required to pass a national fingerprint-based background check to maintain employment.

Applicants must be legally authorized to work in the United States and maintain that authorization throughout employment.

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.

PLEASE NOTE:

All applications must include complete job history information for each period of employment, provided either in the WORK HISTORY SECTION or in the attached RÉSUMÉ. Please ensure each entry includes:

• Job title,
• Employer name,
• Dates of employment (month/year),
• If employment is less than full-time status, indicate part-time in the work history section or résumé, and
• Description of duties performed.
  NOTE: Volunteer experience may be counted toward required experience.

IMPORTANT:

• College Transcripts: If education is used to meet the minimum qualifications, a copy of the college transcript(s) issued by the registrar must be provided at the time of interview (unless otherwise noted in the posting).
• `N/A' may be entered in fields that are not applicable.
• Omission of required information may result in disqualification.

Work In Texas (WIT) Applicants:

• WIT applicants must complete the supplemental questions in the CAPPS Candidate Gateway to be considered.
• To complete these questions, log in to CAPPS Candidate Gateway .
• If you need assistance creating a résumé, please refer to the `Create a Résumé' link for Job Seekers on the Work In Texas website .

If the required information and attachments are not submitted as noted above, your application will be considered incomplete.

EXCELLENT BENEFITS:

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, staggered work hours, Employee Assistance Program and a Return-to-Work Program. For new employees or rehires, health insurance is available on the 1st of the following month after a 60-day waiting period. Click HERE to view our Benefits page.

MILITARY EMPLOYMENT PREFERENCE:

If you choose to claim military employment preference as outlined by the State of Texas, you must attach the required documentation referenced below at the time your application is submitted . If you have questions regarding this requirement, please visit our Military Employment Reference page at https://tpwd.texas.gov/jobs/veterans/ .

Required forms that will need to be attached with application for Military Employment Preference:

Veteran- DD214 showing honorable discharge or Statement of Service (only for transitioning service members who have not reached their date of separation).

Surviving spouse of a veteran who has not remarried- Marriage Certificate and DD Form 1300 or appropriate documentation.

Orphan of a veteran killed while on active duty- Birth Certificate and DD Form 1300 or appropriate documentation.

Spouse of a member of the US Armed Forces/Texas National Guard serving on Active Duty- Marriage Certificate and copy of spouses active-duty military orders.

Spouse of a veteran with disability and is the primary income for household- Marriage Certificate, Veterans DD214, and VA Benefits Summary Letter showing disability rating.

Documentation must be attached to the application before military preference can be granted.

*More information on military occupational specialty codes can be found below:

https://www.onetonline.org/crosswalk/MOC/

https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MilitaryCrosswalkGuide.pdf

TPWD IS AN EQUAL OPPORTUNITY EMPLOYER

Closing Date/Time: 2026-09-24