Systems Administrator III

Department of Public Safety•Austin, TX

4d•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. This position performs complex (journey-level) systems administration work involving daily monitoring of service and problem tickets to respond and resolve tickets within established Service Level Agreement timeframes. It involves performing regular maintenance tasks to ensure the optimal performance and reliability of computer systems, setting up and configuring computer systems, including hardware components, operating systems, and network settings, and installing, upgrading, and managing system software, including operating systems, applications, and utilities. The role also includes diagnosing and resolving system issues, such as hardware failures, software errors, telecommunication issues, and network connectivity problems. Additionally, the position maintains and tracks hardware inventory, provides updates on hardware needs and available assets, assists with new and surplus equipment requests, returns, and deployments, and maintains disaster recovery plans to ensure data integrity and system availability. It involves providing technical assistance to end-users, troubleshooting user problems, and addressing system-related queries, as well as creating and maintaining accurate documentation of system configurations, procedures, and troubleshooting steps. The role provides guidance to others, acts as a point person during the absence of the manager, and assists with project management completion goals. The position adheres to HHSC Guiding Principles and universal expectations of personal responsibility, works under moderate supervision with limited latitude for initiative and independent judgment. This is a full-time position (40 hours a week). Work outside of regular hours may be required. Travel to other work locations may be required. Performs other duties as assigned.

Requirements

Knowledge of personal computer hardware and software
Knowledge of network operating systems and security software
Knowledge of SCCM (System Center Configuration Manager)
Knowledge of Service Level Agreements
Knowledge of troubleshooting and repairing IT related hardware and software
Skill in verbal and written communication
Skill in installing and maintaining Windows operating systems, Active Directory and Microsoft Office Suites
Ability to translate 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
Ability to organize and prioritize work
Ability to work in a team environment, as well as to recognize technical limitations and seek competent assistance when needed
Ability to move computer and telecommunications equipment
Ability to work more than 8-5, M-F when needed
Ability to adhere to HHS Guiding Principles, Code of Ethics and Universal Expectation for Personal Responsibility
Experience supporting Microsoft Windows based computer systems in a local or wide area network environment.
Experience working in a trouble ticket resolution environment, such as Helix.
Experience in Active Directory or Active Roles Server (ARS) or similar applications.
Experience providing customer service and support.
Experience supporting Microsoft Office O365 products.
Must have reliable transportation with the appropriate insurance coverage and a valid driver's license from state of residence.
Must be capable of lifting, loading, and transporting computer and network equipment to complete work requests.

Nice To Haves

Preferred Certification in Information Technology Infrastructure Library (ITIL)

Responsibilities

Performs complex (journey-level) technical and customer service support for local and remote staff, addressing complex PC workstation, hardware, software, and network connectivity issues.
Takes ownership of escalated or complex technical tickets, ensuring resolution within established Service Level Agreements (SLAs).
Monitors service queues and collaborates with team members, vendors, and cross-functional groups to resolve issues that require specialized expertise.
Proactively identifies trends in recurring issues and develops recommendations for systemic resolutions.
Collaborates with other team members and support groups, including vendors to ensure timely response and resolution to requests for assistance.
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.
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.
Provides complex (journey-level) user support and training in the use of available hardware, software, and utilities.
Coordinates contact for remote network locations to obtain clarification on problems and resolutions.
Educates users on new or less frequently used features of existing products.
Keep current on all work-related technology and Operating System environments and required training.
Stay up to date with the latest advancements in system administration, technologies, and security best practices.
Coordinates projects and assignment completion goals.
Keeps team and leadership informed of the status of complex (journey-level) projects and work-related assignments.
Ensures timely updates on project and assignment related tasks in the format requested.
Take ownership of assigned tasks, work independently with general supervision, and demonstrate initiative in problem-solving.
Coordinates testing new hardware, software, peripheral equipment and cellular devices.
Conducts product evaluations of upgraded or new hardware and software identifying strengths, weaknesses, and potential benefits to the agency.
Designing, developing, and implementing automated processes within established systems using specialized software tools, identifying repetitive tasks, mapping workflows, and ensuring smooth execution of automated routines to optimize efficiency and reduce manual intervention.
Assists 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).