Field Services Technician
About The Position
The Texas Department of Family and Protective Services (DFPS) works to build on strengths of families and communities to keep children and vulnerable adults safe, so they thrive. We do this through investigations, services, and referrals. This position performs systems administration work, involving assisting with the upkeep, configuration, and reliable operation of systems. It includes installing and upgrading computer components and system software. The role is performed under close supervision, with minimal latitude for initiative and independent judgment. The Systems Administrator job classification series is intended for employees who work directly with computer hardware and software, including installation, maintenance, and data recovery. Employees typically install and update software, manage an agency’s servers, resolve problems with computer systems, evaluate and optimize a system for effective performance, add users to networks, manage desktop and mobile equipment, and provide routine automation. The Field Services Technician (FST) is a customer service-focused position that provides direct support to agency employees within a specific geographic area, supporting various computer devices including tablets, cell phones, and network equipment. The FST is responsible for monitoring the incident queue daily, resolving incidents within service-level agreement timelines, and participating in IT projects to refresh computer equipment. The FST promotes and conforms to all security policies and procedures.
Requirements
- Graduation from high school or equivalent.
- Minimum 12 months experience in systems administration or IT helpdesk type work including:
- Experience in performing routine, journey-level systems administration work under moderate supervision, with limited latitude for the use of initiative and independent judgement.
- Experience working directly with computer hardware or software, including installation, maintenance, and data recovery.
- Experience installing and updating software, managing an agency’s servers, and resolving problems with computer systems.
- Familiar with evaluating and optimizing a system for effective performance, adding users to networks, managing desktop and mobile equipment and providing routine automation.
- Knowledge of systems administration; computer hardware and software configuration and troubleshooting; operating systems and applications; and basic Internet security administration.
- Knowledge of the general practices, principles, and techniques of computer operation with major focus on mobile devices (i.e., tablets, laptops and cellular/smart phones).
- Knowledge of networks, active directory, add/ delete network users, and agency security policies and procedures.
- Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems., and other system administration tools; and to communicate effectively.
- Skill in establishing and maintaining effective working relationships.
- Skill in effective verbal and written communications of technical information to technical and non-technical staff.
- Ability to recognize, analyze, and resolve complex technical issues; to learn and use network management, administration
- Ability to prioritize and manage heavy workloads.
- Ability to interact with all levels of staff and provide effective customer support.
- Ability to work independently in a fast-paced environment.
- Ability to operate a personal computer and software packages.
- Ability to travel between office locations to support customers up to 35% of work time.
- Ability to work evenings, weekends, either pre-planned or on-call.
- Ability to lift heavy equipment (between 40-60 pounds).
- Applicant must be able to lift 40-60lbs of equipment and work flexible work schedules including weekends
Nice To Haves
- Graduation from a technical college or post-secondary educational program; or completion of college-level technical courses, preferred.
- CompTIA A+ certification.
Responsibilities
- Supports agency staff within a specific geographic area with hardware, software, network and mobile device functionality including move/add/change assignments.
- Provides Tier 1 customer support for assigned area, and documents activities and incident resolutions.
- Maintains accurate inventory of agency computer equipment and completes all property inventory documentation.
- Assists in the planning and implementation of Information Technology Initiatives as related to changes in equipment, devices, network, and site movies.
- Performs work as assigned handling service requests, troubleshooting technical issues, testing new equipment and software.
- Updates inventory/project spreadsheets using Excel and other special assignments or activities as assigned.
- Adheres to all Texas Department of Family and Protective Services HR policies and performs related work as assigned that includes handling service requests, troubleshooting technical issues, testing new equipment and software.
- Updates inventory/project spreadsheets using Excel and other special assignments or activities as assigned.
Benefits
- 100% paid health insurance for you, and 50% paid for eligible family members
- 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
- Optional dental, vision, and life insurance
- Flexible spending accounts for added tax savings on health and dependent care
- Employee discounts on things like gym memberships, electronics, and entertainment
- Public Service Loan Forgiveness
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
