SSLC IT Technical Support Specialist

Texas Health & Human Services Commission•Austin, TX

1d•$4,523 - $5,889

About The Position

The SSLC IT Technical Support Specialist performs journey-level systems administration and technical support for local and remote staff. The role monitors service and problem tickets and responds to and resolves them within established Service Level Agreement time frames. It sets up and configures computer systems, maintains hardware and software, diagnoses technical issues, tracks equipment inventory, and handles equipment requests, returns, and deployments. The position also maintains disaster recovery plans and documentation, provides end-user assistance and training, and supports project completion. It works under moderate supervision with limited latitude for initiative and independent judgment, may guide others and act as a point person during the manager’s absence, and adheres to HHSC Guiding Principles and expectations of personal responsibility. This is a full-time position of 40 hours per week, based in Austin, Texas. Work outside regular hours, overtime or extended hours, and travel to other work locations may be required. The position may be eligible for telework, subject to state and agency policy, supervisor discretion, and business needs.

Requirements

At least three years of experience supporting Microsoft Windows desktop operating systems in a local- or wide-area network environment.
Experience providing end-user technical support for personal-computer hardware and peripherals in a local- or wide-area network environment.
Knowledge of personal-computer hardware and software, network operating systems, security software, MECM (Microsoft Endpoint Configuration Manager), and Service Level Agreements.
Knowledge of troubleshooting and repairing IT hardware and software.
Skill installing and maintaining Windows operating systems, Active Directory, and Microsoft Office suites.
Verbal and written communication skills.
Ability to create and maintain technical and process documentation and explain technical terms in non-technical language for training and orientation.
Ability to recognize, analyze, and resolve network problems; train others; and oversee others’ work.
Ability to organize and prioritize work, contribute in a team environment, recognize technical limitations, and seek competent assistance when needed.
Ability to move computer and telecommunications equipment.
Ability to work outside 8 a.m.–5 p.m., Monday through Friday, and adhere to HHS Guiding Principles, Code of Ethics, and Universal Expectations for Personal Responsibility.
Must pass the specified pre-employment drug screen, fingerprint criminal background check, and applicable registry checks; State Supported Living Center employees are subject to random drug testing.
Must be at least 18 years old to be considered for employment at a state-operated facility.
Education from an accredited college or university with major coursework in computer science, computer information systems, management information systems, or a related field may substitute for work experience on a year-for-year basis.

Nice To Haves

Experience working in an Active Directory environment.
Experience resolving trouble tickets and using a ticketing system similar to Remedy, Helix, or ServiceNow.
A+ certification.
ITIL (International Technology Infrastructure Library) certification.

Responsibilities

Monitor service requests and problem-ticket queues; assign, respond to, and resolve tickets within established SLA time frames.
Provide technical and customer-service support to local and remote staff for PC workstations, hardware, software, network connectivity, and telecommunications systems.
Complete equipment requests, returns, deployments, and surplus-equipment processes; maintain and track hardware inventory and provide updates on equipment needs and available assets.
Install, upgrade, manage, and maintain operating systems, applications, utilities, and computer systems.
Diagnose and resolve hardware failures, software errors, telecommunications issues, network connectivity problems, and other technical issues.
Provide user support and training on hardware, software, and utilities; serve as a contact for remote network locations and explain product features to users.
Work with team members, support groups, and vendors to ensure timely assistance and resolution.
Keep current with relevant technologies, operating-system environments, required training, and security best practices.
Create and maintain documentation of system configurations, procedures, and troubleshooting steps.
Assist with project and assignment completion; communicate status and provide requested updates; take ownership of assigned tasks and work independently with general supervision.
Test new hardware, software, peripheral equipment, and cellular devices; evaluate new or upgraded products and identify their strengths, weaknesses, and potential benefits to the agency.
Maintain disaster recovery plans to help ensure data integrity and system availability.
Assist with public-health needs, including disease outbreaks and biological, environmental, or weather emergencies.
Guide others as needed and serve as a point person during the manager’s absence.
Perform other duties as assigned.