THECB - IT Service Desk Analyst (ITS)

Please paste the following URL into a browser to view the entire job posting on the CAPPS Careers page.https://erphcmprd.cpa.texas.gov/psp/candidateportal/EMPLOYEE/HRMS/c/HRS\_HRAM\_FL.HRS\_CG\_SEARCH\_FL.GBL?Page=HRS\_APP\_JBPST\_FLandAction=UandFOCUS=ApplicantandSiteId=1andJobOpeningId=106578andPostingSeq=1Job DescriptionYour job application must be completely filled out. Resumes do not take the place of the requirement to include this information on the applicationNumber of Openings: 2About the Texas Higher Education Coordinating BoardThe Texas Higher Education Coordinating Board (THECB) works to ensure that all Texans have access to high-quality, affordable higher education opportunities that prepare students for successful careers and strengthen the state's workforce and economy. Through collaboration with colleges, universities, policymakers, and education partners across Texas, THECB advances initiatives that expand educational opportunity, promote student success, and support the future of higher education.About Information Technology ServicesThe Information Technology Services (ITS) Division advances THECB's mission by delivering secure, reliable, and customer-focused technology services that enable agency staff to effectively serve Texas students, institutions, and communities.Our organization is committed to operational excellence through modern technology, strong governance, strategic partnerships, and continuous improvement. We are modernizing how technology services are delivered by strengthening service management, improving operational visibility, standardizing processes, and building a culture centered on accountability, collaboration, innovation, and service excellence.At THECB, we believe technology is more than infrastructure and support. It is a strategic business partner that enables our agency to better serve students, institutions, and the State of Texas.About the RoleThe Texas Higher Education Coordinating Board is seeking an experienced technical support professional to serve as an IT Service Desk Analyst. Reporting to the Director of IT Service Delivery, this individual contributor delivers advanced technical support, resolves complex and high-impact issues, and analyzes service activity to improve support quality and reduce recurring incidents.The IT Service Desk Analyst troubleshoots endpoint devices, accounts and access, productivity and collaboration applications, network connectivity, peripherals, and related enterprise technologies. The position supports customers through telephone, portal, email, remote, in-person, and walk-up channels.As a technical practitioner, this position uses broad technical knowledge and analytical judgment to identify operational gaps, recommend improvements, coordinate resolution across ITS teams, improve knowledge resources, and support projects and technology implementations.The position works under minimal supervision with considerable latitude for initiative and independent judgment. It may provide informal guidance to peers but does not have formal supervisory responsibility.Why Join Our TeamThis is an opportunity to solve meaningful technical problems, improve the employee technology experience, and help build a more proactive and effective support organization.In this role, you'll have the opportunity to: Resolve complex and high-impact technical issues from initial assessment through closure. Support customers across multiple channels while providing clear communication and practical guidance. Analyze recurring incidents and service trends to develop preventative solutions and better support practices. Strengthen knowledge content, documentation quality, asset accuracy, and audit readiness. Contribute technical expertise to projects, testing, deployments, and continuous improvement initiatives.If you enjoy solving difficult technical problems, helping customers, sharing knowledge, and improving support operations, we encourage you to apply.General Description:Perf rms advanced (senior-level) information technology support work for the Information Technology Services (ITS) Department of the Texas Higher Education Coordinating Board (THECB). The IT Service Desk Analyst delivers advanced technical support in a Service Desk environment, resolves complex and high-impact issues, and analyzes service activity to improve support quality and reduce recurring incidents.Work involves advanced troubleshooting across endpoint devices, user accounts and access, productivity and collaboration applications, and related enterprise technologies; providing customer support through multiple service channels; reviewing service trends and documented resolutions; supporting technology asset accuracy; and participating in service-improvement and project activities.Serves as a senior technical practitioner who applies broad technical knowledge and analytical judgment to evaluate issues, identify operational gaps, recommend improvements, and coordinate effective resolution across ITS teams and stakeholders. Contributes to procedures, knowledge resources, implementation activities, and preventative solutions that improve customer experience and align support services with agency operational needs.Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment in resolving complex issues, evaluating service effectiveness, and contributing to operational improvements. May provide informal guidance to peers and assist with coordination of work but does not have formal supervisory responsibility. This position reports to the Service Desk Manager. Performs other duties as assigned.General Duties and Responsibilities: Advanced Technical Support and Resolution - Provides end-to-end technical analysis and resolution for complex or high-impact issues involving endpoint devices, accounts and access, productivity and collaboration applications, network connectivity, peripherals, and related enterprise