State Hospital IT Deskside Support (El Paso)

TX-HHSC-DSHS-DFPS•El Paso, TX

1d•Onsite

About The Position

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. Would you thrive in an environment where you learn and grow personally and professionally all while helping make a positive impact on people’s lives? Do you appreciate being around others like yourself who are dependable, trustworthy, hard workers who believe in the value of teamwork? Health and Specialty Care Services (HSCS) is dedicated to building an atmosphere where employees feel valued and supported while providing specialized care for Texans in need. HSCS is comprised of ten psychiatric hospitals, one youth residential treatment facility, and thirteen state supported living centers. The psychiatric hospitals are a hub of excellence for forensic mental health and complex psychiatric care, with all facilities accredited by The Joint Commission. They provide state-of-the-art treatment that is recovery-oriented and science-based. Whether in a direct-care or support role, your contribution will make a difference in the life of a Texan. Apply now to join our team. In accordance with HHSC Guiding Principles and universal expectations of personal responsibility, under moderate direction of HSCS Information Technology Customer Service and Support (IT CSS) State Hospital Branch Manager, with limited latitude for the use of initiative and independent judgment, performs complex work overseeing activities associated with Local Area Networks (LAN), Wide Area network (WAN). Performs network design and installation, training, and evaluation of potential network enhancements. Perform customer support activities. Responsible for compliance with applicable policies, standards, guidelines, and procedures of HHSC, and DIR (Department of Information Resources). Performs other duties as assigned. Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.

Requirements

Knowledge of network facilities and data processing techniques, of personal computer hardware and software, network operating systems and security software, and of performance monitoring and capacity management tools.
Skill in verbal and written communication, troubleshooting and repairing IT related hardware and software, and in translating technical and industry terms into non-technical language for training and orientation.
Ability to recognize, analyze, and resolve network problems, to train others, and oversee the work of others, work in a team environment, as well as to recognize technical limitations and seek competent assistance when needed, move computer / telecommunications equipment, work more than 8-5, M-F, and adhere to HHSC guiding principles, codes of ethics, and universal expectations for personal responsibility.
Experience in supporting Microsoft Windows desktop operating system in a local (LAN) or wide area (WAN) network environment.
Experience in providing hands on support for personal computer hardware and peripherals in a (LAN) or wide area (WAN) network environment.

Nice To Haves

Hours completed in coursework toward certifications in CompTIA A+, Network+, Security+, Microsoft, or Cisco or in educational paths toward certifications or degrees (associates+) in major/minor fields of study in Information Technology, Computer Networking, Network Systems, Computer Science, Information Security, or related fields of study may be considered as substitution for the required experience on a year for year basis.

Responsibilities

Serve as front line technical support staff for local and remote personnel to obtain technical support for PC workstation hardware, software, and connectivity to network or telecommunications systems.
Working closely with other with team members, perform PC desktop support, troubleshoot, and repair hardware and software, making appropriate documentation within the assigned Help Desk system, and other technical issues in a timely manner and according to Service Level Agreement (SLA) standards.
Install, monitor, and maintain hardware providing Local Area network (LAN) services.
Assist in support of Wide Area Network (WAN) equipment and services.
Hardware support includes cable, hub/switch installations, limited router support, and related physical and logical structures.
Monitor performance of, and act as liaison to, the Data Center Services (DCS) vendor to ensure service levels for network server hardware and operating systems, as well as backup and recovery services.
Perform limited server duties, such as the addition of new users to the network and establishment of rights and privileges, and other functions as indicated as agency responsibilities not covered in the DCS scope.
Install and maintain hardware and software on agency workstations and other systems as assigned.
Maintain patch levels, connectivity, and sufficient security software and protections as needed to enable customers to adequately perform their responsibilities safely.
Perform limited instruction and user support for customer staff and/or local partner agencies, on available network, data and telecommunications hardware, application software, utilities, and procedures.
Instructs customers, in groups or individually, on the use of IT systems as well as HHSC computer usage policies as needed.
Conduct product evaluations for new software and upgrades to existing software, identifying the potential benefits to the agency.
Identify and recommend enhancements to network facilities.
Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation.
Assisting in responding to public health needs including, but not limited to, disease outbreaks, biological, environmental, and weather emergencies, and perform other related duties as assigned (marginal functions).
Such participation may require an alternate shift pattern assignment and/or location.