Comptroller - Client Support Operations Team Lead - Austin, United States - CAPPS, Inc.

Description

Job DescriptionApplications must be filed at: you ready to grow, make a positive impact? If you are seeking to gain knowledge, build your career, and network among goal-oriented professionals, this is the place for you Innovation, collaboration, and a commitment to excellence best describes the culture here at the Comptroller's Office.

We take pride in the work we do serving as Texas' accountant, tax collector, treasurer, and much more The Comptroller's office serves virtually every citizen in the state.

As Texas' chief tax collector, accountant, revenue estimator, treasurer and purchasing manager, the agency is responsible for writing the checks and keeping the books for the multi-billion-dollar business of state government.

Our agency workforce is as diverse as the people of Texas we serve. We value our employees and take very seriously our collective commitment to public service.
Personal development opportunities are strongly encouraged through available workshops, teambuilding exercises, and on the job training. We offer flexible scheduling that helps employees maintain a healthy work-life balance.

Click here to see an inside look at the Texas Comptroller's officeClick here to see a video from the divisionABOUT THE Division General Description The Information Technology division is looking for a professional Client Support Team Lead to oversee our successful Operations / Client Support Organization.

This person will join our Team and provide real-time monitoring and tracking of system performance, identify and resolve issues promptly while ensuring minimal downtime, coordinate monitoring of our mainframe systems and work with a dedicated staff of professionals.

If you are motivated to work hard, develop and mentor a Team, provide the highest level of customer support and be results driven, then apply for this job.

We look forward to your application and providing this exciting opportunity to grow within our Division and Agency.
Work Hours Client Support is 24 X days' work environment.

While some positions are between Monday- Friday 6 AM- 6 PM for a duration of an 8-hour shift and include on call responsibilities, other shifts could be on a 24-hour rotation; examples are of operational positions are 5:45 AM to 6:15 PM and Night Shift work hours are from 5:45 PM to 6:15 AM and include two weekdays off each week and a three-day weekend off every other week on a rotational basis.

Position hours may change based on business need.


Qualifications:
Minimum Qualifications

• Bachelor's degree.
• Three (3) years of direct work experience in computer systems support work and/or answering IT related calls.
• Two (2) years' experience tracking 500+ assets in an automated tracking database.
• Experience as a Team Lead and/or Project LeadPreferred Qualifications
• Bachelor's degree in computer science, Computer Information Systems or Management Information Systems
• Experience with working in Win 10 or most current version.
• Experience with working in Office 2016, Office 365 or most current version.

SubstitutionsOne (1) additional year of full-time minimum experience as stated above may substitute for each year (30 semester hours) of required education with a maximum of 120 semester hours (four years).

Licenses and Certifications (Preferred)

• Help Desk Analyst or Team Lead
• Asset Management
• ITIL - Information Technology Infrastructure Library
• MCITP - MS Certified IT Professional
• MCTS - MS Technology Specialist
• MCDST- MS Certified Desktop Support Technician

MCSE- Microsoft Certified solutions ExpertIn this role you will:

• Provides technical support for hardware software and applications.
• Answers and tracks customer calls and issues via an automated tracking tool
• Determines support requirements for the location, devise installation, and operation of IT Equipment and systems.
• Coordinates with Information Technology sections to determine issues and resolutions.
• Coordinates with peers and customers to provide status of assigned tickets.
• Coordinates with vendors to support IT hardware and software including but not limited to Xerox and IBM printers and peripheral devices.
• Communicates information to customers, including job status, print status and completes required logs for tracking.
• Implements, schedules and coordinates production and user testing.
• Implements customer approved jobs, hardware, and software.
• Performs preventative maintenance on equipment according to contractual agreements with vendors, follows proper chemical handling procedures and investigates, researches, and troubleshoots unusual and technical production problems.
• Notifies maintenance personnel for problem resolution.
• Analyzes work production and reports failures and/or abnormalities for ensuring proper procedures for various outputs are followed.
• Provides quality customer service for all customers in resolving problems, ensures customer satisfaction and documenting the reported problems using service desk tickets, and/or status reports.
• Coordinates with team for scheduling and assigning work.
• Works, resolves, and assigns tickets through a ticketing system.
• Oversees the work of others.
• Provides the Master Schedule of mainframe prints to tax divisions.
• Coordinates with divisions on print issues and distribution of confidential prints and sensitive documents.
• Analyzes performance of technical support activities and documents resolutions, identifies problem areas, and devises and delivers solutions to enhance quality of service and prevent future problems.
• Reviews daily data communication transactions, problems, remedial actions taken, and installation activities.
• Develops and documents Standard Operating Procedures
• Work escalation level for other System Support Specialist I-III staff member within the team.
• Evaluates and recommends actions on testing and certification of hardware upgrades.
• Reports print problems, maintains documentation regarding problems and resolutions.
• Provides input for team's evaluations.
• Makes decisions on scheduling for team and works with other team leads/management on scheduling conflicts.
• Notifies management of problems with processing and follows standards and procedures in correcting the problem or in transferring to the appropriate personnel for corrective actions.
• Develops procedures and training manuals and conducts presentations and briefings.
• Schedules and completes hardware and software system implementations and maintenance.
• Administers and adjusts hardware and software to fit within the agency guidelines.
• Ensures proper security measures are used with CPA and non-CPA personnel (badges and logbook sign ins) and monitors and responds to fire and weather alarms, bomb threats, and power outages with existing operating procedures.
• Prepares briefings, reports, and evaluations on system efficiency and utilization.
• Research outside sources for known solutions to increase agency knowledgebase.
• Analyzes and tests new procedures
• Research new equipment that will fit within the agencies structure
• Reviews and provides recommendations regarding the procurement of information technology equipment.
• Performs other related duties as assignedMaximize Your EarningsAt the Comptroller's office, we know potential employees are looking for more than just a paycheck. The agency offers a strong benefits package for you and your family. Insurance, retirement plans, and a flexible work schedule are just the start. See our benefits offering If you are seeking to gain knowledge, build your career, and network among goal-oriented professionals, this is the place for youMILITARY PREFERENCETo receive MILITARY PREFERENCE, you are required to provide proof by attaching the necessary documentation to this job application. Military Occupational Specialty (MOS) codes that may correspond to the state classification title for this position are listed on: State Auditor's Office Job Descriptionsclick on the occupational category for the positionAdditional MOS can be found at the State Auditor's Office, Military Crosswalk Guide.

The Texas Veterans Commission provides helpful employment informationFor assistance translating your military experience and training courses into civilian job terms, qualifications/requirements and skill sets click on following links,SkillsO*NETCareeronestopApplications 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 please go to CAPPS Recruit to register or login and access your profile.
The Comptroller's Office is proud to be an equal opportunity workplace.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity.