HIRING CONTACT: Benjamin Anderson, (737) 377-8664, benjamin.anderson@tpwd.texas.gov

PHYSICAL WORK ADDRESS: TPWD Headquarters, 4200 Smith School Rd, Austin, TX 78744

GENERAL DESCRIPTION:

Under the direction of the Wildlife Division Business Analyst, this position performs computer systems support work in a help desk setting. This position will support users of several web and mobile software applications including, but not limited to, Texas Hunt & Fish, Land Management Assistance, Texas Wildlife Information Management Services (TWIMS), and the TPW Permitting system. Delivers information related to the use of these applications and the programs they help to administer to hunters, anglers, land managers, staff, and the general public in a friendly and understandable manner. Communicates directly with the public and staff via telephone, e-mail, and in-person meetings. Assists the Wildlife Division Business Analyst with other duties as assigned, including, but not limited to, software testing, report writing, and help documentation. Performs administrative duties as required such as phone log records and monthly trainings. Assists on special projects assigned by supervisor. Complies with Agency, Division and Branch rules, regulations, and procedures.

Qualifications

MINIMUM QUALIFICATIONS:

Education:

Graduation from High School or GED.

Experience:

Information Technology Support Specialist (ITSS) I: One year of experience working in a help desk setting performing end-user support of computer systems.

ITSS II: Two years of experience working in a help desk setting performing end-user support of computer systems.

ITSS III: Three years of experience working in a help desk setting performing end-user support of computer systems.

Licensure:       

Must possess or be able to obtain, within 30 days of employment, a valid class “C” Texas driver’s license.

NOTE: Retention of position contingent upon obtaining and maintaining required 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, Geography, Wildlife Science, Environmental Science, or a related field of study.

Experience:

Two years of customer service experience within the public sector.

Bilingual in English and Spanish.

KNOWLEDGE, SKILLS AND ABILITIES:

ITSS I:

Knowledge of basic principles to provide effective end user support of online and mobile software applications.

ITSS II:

• Knowledge of ITSS I, PLUS:
• Knowledge of wildlife, native habitat management, and fish and game laws and regulations.

ITSS III:

• Knowledge of ITSS II, PLUS:
• Knowledge of Texas Hunt & Fish, Land Management Assistance (LMA), Texas Wildlife Information Management Services (TWIMS), and TPW Permitting software applications.
• Knowledge of TPWD Wildlife Division’s Managed Lands Deer Program (MLDP), Big Game and Wildlife Conservation Program permit offerings, and the Public Hunting Program.

ITSS I:

• Skill in effective verbal and written communication.
• Skill in MS Word, Excel, and Outlook.
• Skill in using standard office equipment.
• Skill in delivering Level I technical support.
• Skill in the use of Internet, email, and voicemail systems for customer service activities.
• Skill in providing quality customer service in a courteous and professional manner.

ITSS II:

• Skill of ITSS I plus:
• Skill in responding to questions from the public.
• Skill in listening effectively and troubleshooting software systems to determine the root cause of problems reported by software application users.

ITSS III:

• Skill of ITSS II, PLUS:
• Skill in identifying user error versus software defects.
• Skill in identifying, researching and compiling information.
• Skill in complaint resolution and decision making.
• Skill in documenting software defects.

ITSS I:

• Ability to learn how to operate custom software applications.
• Ability to follow directions.
• Ability to generate and maintain accurate records detailing support requests and resolutions.
• Ability to complete work on time, with infrequent errors, and close supervision.
• Ability to work collaboratively with others to resolve complex problems.
• Ability to format documents and use correct spelling, punctuation, proofreading techniques, and grammar.
• Ability to perform entry-level computer systems support work in a help desk setting.
• Ability to work under close supervision, with minimal latitude for the use of initiative and independent judgement.

ITSS II:

• Ability of ITSS I, PLUS:
• Ability to complete work under moderate supervision.
• Ability to work with frequent interruptions and multiple changing priorities.
• Ability to train others.
• Ability to perform moderately complex (journey-level) computer systems support work in a help desk setting.
• Ability to work under general supervision, with moderate latitude for the use of initiative and independent judgement.

ITSS III:

• Ability of ITSS II, PLUS:
• Ability to understand and explain complex Wildlife Division program offerings to customers and staff.
• Ability to resolve difficult customer issues within a given time frame with limited supervisory assistance.
• Ability to develop and present training materials.
• Ability to perform highly complex (senior-level) computer systems support work in a help desk setting.
• Ability to work under limited supervision, with considerable latitude for the use of initiative and independent judgement.

WORKING CONDITIONS:

• Required to work from 8:00 a.m. to 5:00 p.m. Monday through Friday, except during portions of the fall and spring hunting season, required to work 8:00 a.m. to 5:00 p.m. Thursday through Monday.
• Required to travel 5% with possible overnight stays.
• May be required to operate a state vehicle.
• Must conform to TPWD dress and grooming standards, work rules, and safety procedures.
• Non-smoking environment in State buildings and vehicles.

TPWD IS AN EQUAL OPPORTUNITY EMPLOYER