Onsite IT Support Specialist (Austin) - (825301)

WHO WE ARE :

Texas Workforce Commission connects people with careers across the state. We are based in Austin on the north lawn of the Texas State Capitol, supporting offices statewide.

We are a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits.

This position requires working onsite Monday Friday at offices located in Austin, TX. You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

This position is based at 1411 Brazos Street, Austin, Texas

WHO YOU ARE :

We are seeking a dedicated IT Support Specialist to join the IT Customer Services team. The successful candidate will be responsible for providing onsite technical support and troubleshooting for IT hardware issues, specifically working with Dell Dispatches.

This role requires a proactive approach with emphasis on problem-solving and the ability to work independently in a fast-paced environment.

WHAT YOU WILL DO :

The Onsite IT Support Specialist (IT Support Specialist V) performs highly advanced and / or supervisory (senior-level) computer systems support work in a help desk setting.

Work involves overseeing the daily activities of the help desk by providing first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a stand-alone, network, or mainframe environment.

May supervise the work of others. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

YOU WILL BE TRUSTED TO :

• Provide onsite technical support for IT hardware issues, including desktops, laptops, servers, and peripherals, including updating firmware and drivers.
• Diagnose and resolve hardware problems, working closely with Dell’s remote technical support team.
• Handle Dell Dispatches, ensuring timely and efficient resolution of hardware issues.
• Maintain accurate records of all support activities, including issue resolution and parts replacement.
• Deliver exceptional customer service, ensuring user satisfaction and always maintaining a professional demeanor.
• Work collaboratively with other IT team members and departments to ensure seamless support and service delivery.
• Ensure efficient and effective resolution of IT support issues by managing and maintaining ServiceNow tickets, ensuring all incidents and requests are handled promptly and accurately.
• Develop detailed Standard Operating Procedures for all key IT support activities, including hardware troubleshooting, software installation, network configuration, and user support.

Document technical processes and workflows, ensuring they are clear, concise, and easily accessible to all team members.

• This role requires an onsite presence and may be at various client locations, ensuring hands-on support and quick resolution of hardware issues.
• You will work in a dynamic and fast-paced environment, often needing to adapt to different client needs and varying technical challenges.
• Frequently collaborate with a supportive team of IT professionals, sharing knowledge and resources.
• Regular interaction with clients and end-users is a key part of the role, requiring excellent communication and interpersonal skills.
• Occasional lifting up to twenty-five (25) pounds. Frequent walking, bending, squatting, twisting and standing involved to transport IT equipment.

YOU ARE A GREAT FIT WITH :

• Associate's Degree in computer science, or a related field.
• Minimum of 3 years of experience in IT support, preferably with a focus on hardware troubleshooting and repair.
• Relevant certifications such as CompTIA A+, Dell Certified Technician, or equivalent are strongly preferred.
• Strong technical knowledge of Dell hardware and related technologies.
• Excellent problem-solving and analytical skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong communication and interpersonal skills.
• Proficiency in using diagnostic tools and software.

YOU QUALIFY WITH :

• Five years of full-time experience in data processing or in positions which provided thorough knowledge of computer equipment or software packages, or experience in systems analysis or computer programming.
• Relevant academic credits may be applied toward experience qualifications for this position.

YOU GAIN :

• A Family Friendly Certified Workplace.
• Competitive starting salary : $4,802.00 - $6,000.00 / month
• Defined Retirement Benefit Plan
• Optional 401(k) and 457 accounts
• Medical Insurance
• Paid time off, including time for vacation, sick and family care leave
• Additional benefits for active employees can be found at

VETERANS :

Use your military skills to qualify for this position or other jobs! Go to to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets.

Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser :

HOW TO APPLY :

To be considered, please complete a State of Texas Application for Employment and apply online at or on Taleo.

TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042.