IT Support Specialist IV

Job Posting:

00056557

Opened:

02/27/2026

Closes:

03/13/2026

Position Title:

Information Technology System Support Specialist IV

Class/Group:

0231/B20

Military Occupation Specialty Code:

Army: 25B; Navy: IT; Coast Guard: IT, ISM

Fair Labor Standards Act Status:

Exempt

Number of Vacancies:

2

Division/Section:

Chief AI & Innovation Office/IT Operations

Salary Range:

$6,250.00 - $6,500.00/month

Duration:

Regular

Hours Worked Weekly:

40

Travel:

Limited

Work Location:

300 W. 15th Street, #1300 / Austin, Texas 78701

Web site:

https://dir.texas.gov/

Refer Inquiries to:

People and Culture Office

Telephone:

(512) 475-4957

How To Apply:

• Select the link below to search for this position:  https://capps.taleo.net/careersection/313/jobsearch.ftl?lang=en
• Enter the job posting number “00056557” in the keyword search.

• You must create a CAPPS Career Section candidate profile or be logged in to apply.

• Update your profile and apply for the job by navigating through the pages and steps.

• Once ready, select “Submit” on the “Review and Submit” page.

• If you have problems accessing the CAPPS Career Section, please follow the instructions in the Resetting CAPPS Password for Job Candidate desk aid.

Special Instructions:

• Applicants must provide in-depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.

• Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.

Interview Place/Time:

Candidates will be notified for appointments as determined by the selection committee.

Selective Service Registration:

Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.

H-1B Visa Sponsorship:

We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Equal Opportunity Employer

The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability.  Please call 512-475-4922 to request reasonable accommodation.

Position Description

What We Do

We are a technology agency powered by people.

DIR offers secure, modern, and cost-effective technology to help government entities in Texas serve their constituents.

DIR is a fast-paced and collaborative environment with highly motivated, innovative, and engaged employees dedicated to achieving the best value for the state. We have over 325 professionals working at DIR who are honored to serve as the cornerstone of public sector technology in Texas. By joining DIR, you will be an integral part of transforming how Texas government serves Texans.

Position Summary

This role performs advanced (senior-level) computer systems support work in a help desk setting. Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. Employees at this level may fully perform highly complex help desk work and may analyze performance of technical support activities and document resolutions; identify problem areas; and devise and deliver solutions to enhance quality of service and prevent future problems.

·       Coordinates and/or reviews and prioritizes incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem; and monitors the status to ensure a timely resolution, utilizing the agency ITSM system: ServiceNow.

·       Coordinates and/or sets up equipment for employee use, and performs or ensures proper installation of cables, operating systems, or appropriate software. Provides routine technical assistance troubleshooting software and hardware problems, as well as problems involving office equipment such as phones, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support.

·       Assigns user credentials, resets passwords, and performs other routine application administrative duties; utilizing IT Systems User Management (Adaxes, Active Directory, M365 Admin, other systems as assigned).

·       Develops and maintains IT procedures and training materials and deliver both formal training sessions and informal guidance to end-users on system usage and IT security best practices.

·       Monitors and maintains IT inventory including hardware, software licenses, and accessories utilizing ServiceNow.

·       Performs advanced troubleshooting and root cause analysis for complex technical issues involving integrated systems, network connectivity, and enterprise applications; collaborates with infrastructure, security, and application teams to resolve escalated incidents and prevent recurrence.

·       Participates in IT projects and initiatives by providing technical expertise, testing new technologies, and assisting with system upgrades, migrations, and deployments to ensure minimal disruption to business operations.

·       Performs other work-related duties and projects as assigned.

Education

·       Graduation from an accredited four-year college or university with major course work in computer science, computer information systems, management information systems or other related degree. 

·       Additional work-related experience may be substituted for education on a year-for-year basis (High-school diploma required).

Experience and Training Required

·       Minimum of four (4) years of experience in desktop end-user support; monitoring ticketing systems, fulfilling end-user support requests, and managing special cases to resolve desktop support, software.

·       Minimum of two (2) years of experience in Windows 11 administration, supporting Office 365 applications, Microsoft 365 admin center, and Microsoft Intune

·       Minimum of one (1) year experience with Texas Digital Identity Solution (TDIS) Delegated Admin

·       Experience with Microsoft Business Solutions products (Microsoft Network/Active Directory).

·       Experience troubleshooting integrated and interdependent computer systems.

Experience and Training Preferred

·       Experience with Adaxes

·       Experience with Salesforce

·       Experience with M365 Admin Center

·       Experience with Microsoft SharePoint

·       Experience with Microsoft Teams Admin

·       Experience with DocuSign Admin

·       Experience with Adobe Admin Console

·       Experience with TDIS Delegated Admin

·       Experience with Logitech Teams Rooms

·       Experience with Beyond Trust

·       Experience with BMC Remedy

Knowledge, Skills, and Abilities

·       Knowledge of the practices, principles, and techniques of computer operations, information systems, and computer hardware and software.

·       Knowledge of research techniques and applications.

·       Excellent communication and customer service skills

·       Excellent problem-solving and critical thinking skills

·       Skill in the support of computers, in the use of applicable programs and systems, and in troubleshooting information systems

·       Ability to operate information technology systems and to communicate effectively

·       Ability to work with minimal supervision, solve problems, manage multiple priorities, and collaborate with teammates in a fast-paced environment.

·       Ability to perform work with a high level of accuracy and attention to detail

·       Ability to exercise sound judgement and decision making

·       Ability to effectively convey information and communicate with both technical and non-technical employees.

·       Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers.

·       Ability to understand, follow and convey brief oral and/or written instructions.

·       Ability to communicate both verbally and in writing, in a clear and concise manner.

·       Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment.

·       Ability to work under pressure and exacting schedules to complete assigned tasks.

·       Ability to work a flexible schedule to meet required deadlines.

·       Ability to comply with all agency policy and applicable laws.

·       Ability to comply with all applicable safety rules, regulations, and standards.

·       Ability to maintain the security and integrity of any critical infrastructure researched, worked on, or accessed for work purposes.

Computer Skills

·       Proficiency in the use of a computer and applicable software necessary to perform work assignments e.g., word processing, spreadsheets (Microsoft Office preferred).

Other Requirements

·       Regular and punctual attendance at the workplace.

·       Criminal background check.

Working Conditions

·       Frequent use of computers, copiers, printers, and telephones.

·       Frequent standing, walking, sitting, listening, and talking.

·       Frequent work under stress, as a team member, and in direct contact with others.

·       Occasional bending, stooping, lifting, and climbing.

·       Occasional overtime.