OAG - Information Technology Svcs | Systems Administrator I-II | 26-0490

GENERAL DESCRIPTION

The Information Technology Services team is seeking an organized and motivated individual with foundational experience supporting and troubleshooting software applications and technical systems. The ideal candidate will demonstrate strong problem solving abilities and be comfortable working in a collaborative, team oriented environment while interacting with ITS staff, customers, and vendors. Depending on experience, the candidate will primarily assist with resolving reported or identified system and application issues and may take ownership of routine or well defined tasks as skill level grows.

Effective communication is essential for contributing to technical documentation, procedures, and best practices, and for supporting ITS staff, customers, and the ITS Application Services Manager. This role offers opportunities to participate in improving processes, documentation, and operational workflows that support the agency’s mission.

The OAG is a dynamic state agency with over 4,000 employees throughout the State of Texas.  As the State’s law firm, the OAG provides exemplary legal representation in diverse areas of law.  OAG employees enjoy excellent benefits (https://ers.texas.gov/Benefits-at-a-Glance) along with tremendous opportunities to do important work at a large, dynamic state agency making a positive difference in the lives of Texans. 
 
ESSENTIAL POSITION FUNCTIONS

Systems Administrator I:

• Provides first level troubleshooting and support for agency applications and services by gathering information, verifying reported issues, and following documented procedures.
• Assists with routine issues and escalates problems that exceed documented procedures or require advanced troubleshooting
• May assist development staff with basic testing or verification under direction.
• Logs, updates, monitors, and manages tickets to ensure accurate documentation and timely response.
• Follows established workflows; assists with ticket tracking upkeep as directed by senior staff (not responsible for managing the system).
• Develop effective working relationships with ITS staff, business owners, and SMEs.  
• Assists with maintaining and updating documentation under senior staff direction.
• Performs routine system maintenance tasks and participates in scheduled activities under supervision.
• Participates in training and cross training to build foundational knowledge.
• Ensures confidentiality and security of sensitive information; complies with all agency policies; attends work regularly; performs related work as assigned.
• Performs related work as assigned
• Maintains relevant knowledge necessary to perform essential job functions
• Attends work regularly in compliance with agreed-upon work schedule
• Ensures security and confidentiality of sensitive and/or protected information
• Complies with all agency policies and procedures, including those pertaining to ethics and integrity

Systems Administrator II – All the above functions for a Systems Administrator I, PLUS:

• Provides intermediate level troubleshooting and support, handling more complex issues within documented procedures.
• May provide onsite support for agency developed or purchased applications as experience allows.
• Assists development staff with testing and verifying resolution of reported defects with increasing independence.
• Manages assigned tickets with greater autonomy and contribute to maintaining the ticket tracking system for the Application Services team as directed by senior staff.
• Escalates issues requiring advanced troubleshooting and provides meaningful status updates to customers and team members.
• Supports the Application Services Manager with inter agency communication, coordination, and technical assistance.
• Creates and updates technical documentation, system procedures, knowledge articles, and training materials for technical staff and end users.
• Performs routine system maintenance tasks with moderate independence.
• May collaborate with Agile teams to support new applications, enhancements, or services as experience grows.
• Maintains relevant technical knowledge to perform Level 2 duties and may assist Level 1 staff with knowledge sharing.
• Performs related work with more autonomy while maintaining compliance and confidentiality.
  General Function Description
• Responds to incidents, problem calls, service requests, and assigned tasks following established procedures and service level expectations.
• Maintains effective working relationships with ITS staff, business owners, SMEs, and vendors.
• Contributes to creating, updating, organizing, or distributing technical documentation and knowledge materials.
• Participates in routine system maintenance tasks and scheduled operational activities.
• Participates in training, cross training, and ongoing skill development related to supported applications and tools.
• Ensures the security and confidentiality of sensitive or protected information.
• Complies with all agency policies, including ethics and integrity requirements.
• Performs related work as assigned.
   

MINIMUM QUALIFICATIONS

Systems Administrator I:

• Education: Graduation from high school or equivalent
• Experience: One year of full-time experience working in the following (or closely related) fields: system administration, application support or other technical support roles; may substitute thirty credit hours from an accredited college or university for the required experience on a year-for-year basis 
• Skill in the use and support of software applications and in troubleshooting information systems. (level 2)
• Skill in establishing and maintaining effective working relationships with other employees, agencies and corporate groups
• Skill in handling multiple tasks, prioritizing, and meeting deadlines
• Skill in effective oral and written communication
• Skill in exercising sound judgment and effective decision making
• Skill in analyzing and resolving reported issues (level 2)
• Demonstrated ability to acquire new skills and master new technologies
• Ability to receive and respond positively to constructive feedback
• Ability to work cooperatively with others in a professional office environment
• Ability to provide excellent customer service
• Ability to arrange for personal transportation for business-related travel
• Ability to work 7 a.m. – 4 p.m. or 8 a.m. – 5 p.m., Monday through Friday
• Ability to work more than 40 hours as needed and in compliance with the FLSA
• During emergency situations: Ability to provide on-call support, 24 hours per day/7 days per week
• Ability to lift and relocate 30 lbs.
• Ability to travel (including overnight travel) up to 5% 
   

Systems Administrator II – All the above functions for a Systems Administrator I, PLUS:

• Experience: One year of full-time experience (for a total of 2 years) working in the following (or closely related) fields: system administration, application support or other technical support roles; may substitute thirty credit hours from an accredited college or university for the required experience on a year-for-year basis
• Experience in software applications supports efforts. Experience in support role or teaching role may be substituted.
   

PREFERRED QUALIFICATIONS

• Education: Systems Administrator I: Associate degree, Systems Administrator II: Bachelor's degree from an accredited college or university.
• Education: One or more years of experience supporting software applications or providing customer service
• Experience supporting Salesforce, Microsoft SharePoint, IBM FileNet / ICM technologies, ServiceNow, or ITIL Platform.
• Knowledge: ServiceNow ticketing system or other ITIL Platform
• Skills in taking shareable notes during calls or meetings
• Skills in technical writing.
• Abilities: Assess user needs and communicate technology systems and solutions
• Ability: Perform system evaluations based on documented requirements, test plans and scenarios
• Certifications: ITIL or other industry standard Information Technology certifications
   

TO APPLY  

To apply for a job with the OAG, electronic applications can be submitted through CAPPS Recruit. A State of Texas application must be completed to be considered, and paper applications are not accepted. Your application for this position may subject you to a criminal background check pursuant to the Texas Government Code. Military Crosswalk information can be accessed at   

https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_InformationTechnology.pdf

THE OAG IS AN EQUAL OPPORTUNITY EMPLOYER