System Support Specialist

Texas Health & Human Services Commission•Austin, TX

6d•$53,105 - $71,055•Onsite

About The Position

The Disability Determination Services (DDS) System Support Specialist provides hardware and software support to approximately 1,000 customers in DDS offices in Austin. The role works under general supervision, with moderate latitude for initiative and independent judgment, in an Intelligent Workstation/Local Area Network (IWS/LAN) environment using Ethernet LANs, IBM PC-compatible computers, Windows, desktop applications, and case-management systems. The specialist staffs the DDS User Help Line and resolves complex computer problems by phone and in person. Duties include configuring, installing, repairing, and maintaining computers and approved software; managing user profiles and database tables; preparing database and management reports; evaluating software; interpreting technical documentation; writing user documentation; and training DDS staff. The position consults with users and systems analysts on application requirements, recommends software alternatives, develops or customizes applications, mentors entry-level specialists, and provides backup LAN administration and unit coverage. The position is fully onsite in Austin. Day, evening, or weekend shifts may be required, along with occasional local and statewide travel. Weekend, holiday, and work outside normal business hours may occasionally be required. A Homeland Security Presidential Directive (HSPD)-12 security clearance and a successful federal suitability clearance through the Social Security Administration are required. The work may take place in a highly stressful, fast-paced environment with deadlines.

Requirements

At least one year of experience in computer systems support work.
Experience troubleshooting hardware and software problems.
Experience using Windows operating systems and Microsoft Word, Excel, Access, PowerPoint, and Outlook.
Knowledge of SSA, HHS, and DDS procedures for systems security, virus control, inventory control, and database management.
Skill in designing and developing customized desktop applications.
Skill in writing and editing technical information using plain language.
Ability to organize, prioritize, and manage multiple tasks and overlapping deadlines, and work independently under pressure with minimum supervision.
Ability to read complex documentation, interpret it for others, and train less experienced staff.
Ability to communicate tactfully, patiently, and courteously with staff at all levels and function as part of a team.
Ability to use Ethernet LAN and Windows operating environments and conform to established policies, procedures, and practices.
Ability to lift, move, and install hardware and supplies weighing 40 to 50 pounds.
Ability to exercise independent judgment and assume unit coverage to ensure work obligations are met.
High school graduation or equivalent, supplemented by computer science courses, is generally preferred; education and experience may substitute for one another.
Employment stability as demonstrated in the applicant's work history.
Must obtain the required federal background and SSA suitability clearance to access Social Security disability data, records, and systems.
Must be willing to work in a highly stressful, fast-paced environment under pressure to meet deadlines.

Nice To Haves

High school graduation or equivalent supplemented by courses in computer science.

Responsibilities

Provide immediate assistance to DDS users and resolve complex hardware and software problems by phone and in person.
Configure PCs for LAN compatibility and install and repair IBM PC-compatible computers and approved software.
Create and maintain user profiles, tables, letters, and other database applications.
Establish customer-focused communication and coordination with internal and external associates and customers.
Interpret technical documentation, train less experienced staff, and write user documentation.
Consult with DDS Systems Analysts and customers about application requirements, research solutions, and recommend or customize applications.
Provide backup LAN administration and other support necessary for continuous operation of the DDS system.
Provide backup coverage to the DDS Unit Manager as assigned.
Prepare complex database reports or verbal briefing reports for higher management.
Mentor and train entry-level System Support Specialists and perform other duties as assigned to maintain unit operations.