WIC IT Customer Service and Support Specialist III
About The Position
This position performs systems administration work for configuration, maintenance, and reliable operation of Texas WIC Online systems. Installs and upgrades computer components, system software and wireless hotspot communications. Works under close supervision with minimal latitude for the use of initiative and independent judgment. Works directly with computer hardware and software including installation and maintenance. Installs and updates software, resolves problems with computer systems, evaluates and optimizes systems for effective performance, manages computer equipment and mobile equipment, and provides routine automation for the Texas State Service Desk which supports the WIC Texas Special Supplemental Nutrition Program for Women, Infants and Children (WIC) Program. Creates and maintains accurate documentation of system configurations, procedures, and troubleshooting steps. Adheres to the HHSC Guiding Principles and the universal expectations of personal responsibility. Works under the direction of Manager V. This position is classified as a fulltime position (40 hours a week). Works outside of regular hours as required.
Requirements
- Knowledge of supporting computer hardware, software, online applications or peripherals
- Knowledge of creating and maintaining knowledgebase in a team setting
- Knowledge of maintaining inventory and asset records
- Knowledge of service desk ticketing systems
- Knowledge of Service Level Agreements
- Skill in verbal and written communication
- Skill in excellent customer service
- Ability to translate technical and industry terms into non-technical language
- Ability to organize and prioritize work
- Ability to approach and solve complex problems in a logical proactive manner and develop creative solutions
- Ability to work in a team environment
- At least two years’ experience working in an Information Technology (IT) troubleshooting position for desktop hardware, software, peripherals, or online technology.
- Experience communicating with or providing services to clients/customers.
Nice To Haves
- CompTIA A+ Preferred
- Certified Texas Contract Manager (CTCM) Preferred
- ITIL Foundation Certification Preferred
Responsibilities
- Supports State Agency staff and Local WIC Clinics with hardware, software, network, and mobile device support; documents activities and incident resolutions.
- Maintains accurate inventory of WIC clinic 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, and networks.
- Provides user support and training in the use of hardware, software, and utilities. Educates users on new or less frequently used features and existing products. Keeps current on all work-related technology and required training. Stays updated with latest advancements in system administration, technologies, and security best practices. Creates and maintains highly complex technical and process documentation.
- Performs the testing of new hardware, software, and peripheral equipment. Conducts evaluations of upgraded or new hardware and software identifying strengths, weaknesses, and potential benefits for WIC.
- Participates as a member of large cross-sectional teams and regularly interfaces with vendors and agency staff as required in problem resolution, planning for new hardware enhancements and system-wide changes; and coordinates periodic meetings with vendors and Local WIC Agencies.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
