System Support Operations Specialist - Austin, United States - Texas Comptroller of Public Accounts

Texas Comptroller of Public Accounts
Texas Comptroller of Public Accounts
Verified Company
Austin, United States

1 month ago

Mark Lane

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Mark Lane

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Description

Are 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.

ABOUT THE Division

General description
We're seeking a motivated and eager individual to join our Information Technology division, operating in a 24/7/365 environment.

Responsibilities include collaborating with a team to produce confidential print reports, developing print reports, performing quality control measures, and managing and monitoring thousands of mainframe jobs.

This role offers the opportunity to train and work with multiple IT teams, facilitating growth and advancement opportunities for your skillsets and interests.


Work Hours
Client Service and Operations is a 24 X days a year shop. Day shift work hours may vary based on position.

Examples 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.

While other positions can be Mon - Friday 6am - 6pm for a duration of an 8-hour shift. This position does require on call services. Hours may change based on business need.

Qualifications - External


Minimum Qualifications

  • Graduated with a high school diploma or GED.
  • Two (2) years of work experience in an IT operations environment, including Customer Service Support answering customer calls, working in a large printshop (over 500 prints a day), working in a mainframe environment or working desktop support.

Preferred Qualifications

  • Associate's degree in Computer Science, Computer Information Systems or Management Information Systems.
  • Working in Win 11 or most current version
  • Office 365 or most current version
  • Experience working in customer service environment supplying reports to customers.
  • Experience in a mainframe environment
  • Experience in printing machinery that requires performance of preventive maintenance.
  • Experience maintaining and servicing peripheral devices.
  • Experience in handling secure documents

Licenses / Certifications (preferred)

  • Help Desk Analyst
  • Control M Technician
  • CA View Administration

In this role you will:


  • 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 and print reporting.
  • 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.
  • Assists in notifying 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.
  • Creates reports using the CONTROL-M/EM Reporting Facility, ServiceNow, and CA-Web Viewer
  • Provides the Master Schedule of mainframe prints to tax divisions.
  • Coordinates with divisions on print issues and distribution of confidential prints and sensitive documents.
  • Evaluates and recommends actions on testing and certification of hardware upgrades, Reports print problems, maintains documentation regardin
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