Field Services Lead

TX-HHSC-DSHS-DFPS • Arlington, TX

2d

About The Position

The Field Services Lead “FS Lead” position provides information technology customer support to Department of Family and Protective Services “DFPS” staff in a specific geographic area of the State of Texas. This position performs advanced (senior level) systems administration work involving coordinating the upkeep, configuration, inventory, and reliable operation of computer and mobile systems under the direction of the ITS Field Services District Administrator “FS Admin” with guidance from management staff in the Enterprise Services Division of Information Technology Services “ITS”. The FS Lead leads a team of Field Services Technicians “FS Techs” Systems Administrators II - IV and provides oversight of contractors who provide support for DFPS computer, mobile and multi-function printing devices. Additionally, the FS Lead is responsible for the planning, coordination and implementation of refreshes, deployments, and other information technology projects within their specified geographical area. Strong leadership, communication, and independent decision-making skills are required for planning, developing, maintaining, and communicating technology-related policies and procedures across their geographic area of the State of Texas.
The FS Lead promotes and conforms to all security policies and procedures.

Requirements

• Knowledge of Microsoft Office Suite with emphasis on advanced Microsoft Excel features like functions and pivot tables.
• Knowledge of information technology operations, responsibilities, workflow processes, and procedures.
• Knowledge of local, state, and federal laws and regulations relevant to program areas and information technology.
• Skill in developing technical documentation.
• Skill in applying analytical and problem-solving principles.
• Skill in gathering information, resource organization, project/task prioritization and schedule development.
• Skill in leadership while successfully accomplishing information technology goals, assignments, and projects.
• Ability to provide excellent customer service.
• Ability to work independently and within groups and manage multiple activities and/or tasks simultaneously, accurately, and timely.
• Ability to communicate effectively, verbally and in writing, to provide technical information to individuals with various levels of technical knowledge.
• Ability to analyze systems and procedures, to write and revise standards and procedures, and to supervise the work of others.
• Knowledge of hardware, software, and mobile apps as it applies to endpoint computing.
• Knowledge of systems, technical services, and end-user computing.
• Knowledge of personal computing, mobile computing, local area network (LAN), wide area network (WAN), software, hardware, and troubleshooting techniques.
• Ability to effectively manage ticket and change request queues daily to ensure the team is meeting their SLAs.
• Applicant should have three years full-time experience in planning, managing, and implementing information technology projects and or three years full-time experience in systems administration work.
• Must be willing to work evenings, weekends, either pre-planned or on-call.

Nice To Haves

• Certified Associate in Project Management “CAPM”
• Cisco Certified Network Associate “CCNA”
• CompTIA A+

Responsibilities

• Functions as the primary point of contact for DFPS ITS representation within a specific geographic area.
• Manages inventory, provisioning, de-provisioning, maintenance, installation and or recovery of DFPS ITS leased and or owned computers, mobile devices, software, data, multifunction printers, servers, network infrastructure, and other systems.
• Provides information technology customer support for all program areas within DFPS.
• Provides strong leadership in daily tasks of the team and project workgroups.
• Documents and recommends options that include risk assessment, optimum benefits, and required resources.
• Develops action, resource, and project plans for implementation to ensure the timely completion of daily and project tasks.
• Promotes and conforms to all program and security policies and procedures.
• Participates in and or processes change management requests to ensure new customers authorized for access to DFPS systems and applications receive their credentials, software, resources, and hardware timely.
• Performs contract management and service level monitoring of outsourced maintenance and rollout service contractors.
• Coordinates or participates in DFPS staff relocations and infrastructure changes.
• Assists in implementing procedural and policy changes, occasionally including training others on information technology activities.
• May assist outside the division as directed.
• Promotes and demonstrates appropriate respect for cultural diversity among co-workers and all work-related contacts.
• Attends work regularly in accordance with agency leave policy.
• Adheres to all Texas Department of Family and Protective Services HR policies and performs related work as assigned including, but not limited to, preparing correspondence, instructions, and documentation for staff.

Benefits

• 100% paid health insurance for you, and 50% paid for eligible family members—saving you hundreds every month in out-of-pocket medical costs
• Retirement plans with lifetime monthly payments after five years of state service, plus options to save even more with 401(k) and 457 plans
• Paid vacation, holidays, and sick leave so you can recharge and take care of life outside work (that’s time off you’re actually paid for)
• Optional dental, vision, and life insurance—at rates much lower than most private plans
• Flexible spending accounts for added tax savings on health and dependent care
• Employee discounts on things like gym memberships, electronics, and entertainment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees