System Support Spec I

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 driver’s license. Occasional use of company vehicles is required.

Uses work hours efficiently.

Other duties as assigned.

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.)