System Support Specialist (System Support Specialist III)

Job #: 2018-70

  • TWC Job #: 5321571
  • Opening Date: 5/10/2018
  • Travel Required: NA
  • Monthly Salary: $3,081.33 – $4,166.67/mo
  • Position Location: Austin, Texas
  • Group Step: B17
  • Class: 0230

Military Occupational Specialist codes that may be applicable to this position: 25B, 94F, 35T, 255A, 25, CT, IT, 2631, 6694, 06, 1A3X1, 3D1X1, 3D1X2, 1A, 3D

Omission of data on the state application is grounds for disqualification of the application.

GENERAL DESCRIPTION: 

The System Support Specialist position is assigned to the Public Safety Office and reports to the Grant Administration Director.  The Public Safety Office makes investments through grant programs to promote strategies that improve public safety, support victims of crime, prevent terrorism, and prepare communities for the threats and hazards that pose the greatest risk Texas.  Performs highly complex (senior-level) systems support work.  Work involves providing user support for the Public Safety Office’s eGrants online grant management system.  Analyzes user requirements, procedures, and problems to improve automation and existing systems.  Works under limited supervision, with considerable latitude for the use of initiative and independent judgement.

ESSENTIAL DUTIES:

  • Coordinates updates to applications using appropriate change management procedures.
  • Provides assistance in the design, development, and maintenance of various system applications.
  • Provides customer service and answers user inquiries regarding computer software, hardware operation, and the use and interface of systems and software applications.
  • Analyzes and tests new or existing procedures and/or processes.
  • Assists with the design, modification, and implementation of new or revised systems to improve workflow.
  • Provides technical assistance and support for troubleshooting application problems.
  • Maintains documentation related to technical updates made to the eGrants online grant management system. 
  • Generates routine technical reports and assists with creating special reports.
  • Creates and maintains online training resources.
  • Conducts trainings and briefings on the technical operations of the eGrants online grant management system.
  • Manages user accounts within division’s online software system.
  • Provides routine grant administration support services within the eGrants online grant management system including creating online application kits and activating grant awards. 
  • Prepares and distributes routine notices to users regarding their account and/or grant award.
  • Advises users and analyzes user requirements concerning software and the efficient use of information technology systems.
  • Prepares briefings, reports and evaluations on systems efficiency and utilization.
  • Maintains records of daily data communication transactions, problems, and actions taken.
  • Ensures that necessary security controls over software are maintained.
  • Performs research for information technology systems processes associated with technology planning, development, implementation, system security, and interfaces.
  • Troubleshoots and resolves complex computer-related problems.
  • Performs all other duties as assigned.

MINIMUM QUALIFICATIONS: 

  • Graduation from an accredited four-year college or university with a degree in computer science or related field plus one (1) year professional experience in computer systems and customer service support preferred.  Experience and education may be substituted for one another on a year-for-year basis.

KNOWLEDGE, SKILLS AND ABILITIES REQUIREMENTS: 

  • Knowledge of the practices, principles, and techniques of computer operations.
  • Knowledge of information systems, computer software and hardware.
  • Knowledge of information security policies and procedures
  • Knowledge of personal computers and software applications such as Tableau, Power BI, or other data visualization programs.
  • Experience with database administration and management of information systems.
  • Proficiency in data extraction languages (e.g., SAS, SQL, etc.).
  • Skill in customer service.
  • Skill in the use and support of computers applications, applicable programs and systems.
  • Skill in troubleshooting information systems.
  • Ability to communicate effectively.

Registration, Certification or Licensure:   Valid Texas Driver’s License. 

Physical Requirements and/or Working Conditions:  This classification functions in a standard office environment.  Ability to move up to 35 lbs.  Ability to drive and travel as needed.  Will need to move about the office to access file cabinets, office machinery, set up conference rooms for meetings, etc. Must be able to communicate and exchange accurate information via phone, computer and in person.  Must be able to work hours during a legislative session that include holidays and as needed.  Repetitive use of a keyboard at a workstation. Work with overlapping projects and deadlines. Work as a team member. Have direct customer contact.