About this role
- Provides Level II and Level I support for agency information technology systems in a diverse environment.
- Assists with installing, configuring, securing, and maintaining server software, applications, and hardware in a multi-node network infrastructure.
- Performs basic troubleshooting of server-based systems, network equipment, and end-user systems, including Windows and Linux servers, Cisco network products, and Fortinet network equipment.
- Performs complex troubleshooting of server-based and end-user systems.
- Performs diagnostic procedures to provide hardware maintenance and repair.
- Performs system administration of users, computers, and Group Policy in an Active Directory/Entra domain-based environment.
- Assists with creating and automating processes to perform tasks and increase efficiency where appropriate.
- Assists end users with issues submitted to the MIS Helpdesk and documents both ongoing and resolved work in the Helpdesk application.
- Assists Level I technicians with employee onboarding activities as needed, including providing guidance and escalation support for account and equipment setup.
- Processes and documents account and access changes associated with employee terminations, transfers, promotions, and leaves of absence in accordance with established procedures.
- Moderates the MIS Infrastructure Helpdesk queue by monitoring ticket flow, confirming tickets are appropriately assigned, and identifying stalled, aging, or potentially problematic requests for follow-up or escalation.
- Assists maintaining consistent workstation deployment standards, including required applications, desktop configuration, and documentation of setup procedures.
- Coordinates and communicates production system changes with the MIS Director and/or Network Administrator.
- Functions as a Level II escalation point to assist other MIS team members working issues when required.
- Maintains effective working relationships with other departments within the agency.
- Documents IT equipment in Asset Panda database.
- Serves as mentor and coach to Tier 1 technicians.
- Effectively communicates both technically and non-technically with all LifePath staff members.
- Demonstrates customer service skills by providing friendly and courteous service to LifePath staff members.
- Must possess a valid Texas drivers license. Occasional use of company vehicles is required.
- Uses work hours efficiently.
- Other duties as assigned.
Qualifications
- High school diploma or GED plus three years Help Desk/Information Technology work experience OR
- Associates degree from an accredited college or university with a major in computer science, communications, or a related field.
- Minimum of 3 years of experience supporting Microsoft Windows Server (2016 and newer), Windows 10, and Microsoft Office 365
- Intune experience considered a plus
- Linux experience considered a plus
- Knowledge of basic SQL systems administration considered a plus
- Knowledge of setup and configuration of Fortinet firewalls, switches, and Wireless APs considered a plus
- PowerShell, Bash/POSIX, or other scripting languages considered a plus
- Industry certifications considered a plus. (CompTIA A+, Network+, Security+, Microsoft MCP, MCSE, etc.)