SSLC IT Senior Technical Support Specialist

Job Description:
Performs advanced (senior-level) systems administration work, performing daily monitoring of service and problem tickets to respond and resolve tickets within established Service Level Agreement (SLA) time frames.

Performs advanced maintenance tasks to ensure the optimal performance and reliability of computer systems. Set up and configure computer systems including hardware components, operating systems, and network settings. Install, upgrade, and manage system software including operating systems, applications, and utilities.

Oversee and provide guidance to diagnose, troubleshoot and resolve complex problems and system issues including hardware failures, software errors, telecommunication issues and network connectivity problems. Maintain and track hardware inventory, provides updates on hardware needs and available assets. Assists with new and surplus equipment requests, returns, and deployments. Maintains disaster recovery plans to ensure data integrity and system availability. Provides technical assistance to end-users, troubleshoot user problems, and addresses system-related queries.

Creates and maintains accurate documentation of system configurations, procedures, and troubleshooting steps. This is a lead role, providing direction and guidance to others. Required to act as a point person during the manager's absence. Leads projects to completion and assists with leadership goals. Adheres in accordance with HHSC (Health and Human Services Commission) Guiding Principles and the universal expectations of personal responsibility, works under minimal supervision, with considerable latitude for the use of initiative and independent judgment.

This position is classified as a full-time position (40 hours a week). Work outside of regular hours and Travel to other work locations as required.

Required to carry a state provided cellular phone 24x7 and may be called upon to work outside of normal business hours to sustain operations or complete urgent assignments.

May serve as backup to SSLC IT Area Manager. Performs other duties as assigned to maintain IT operations.

Essential Job Functions:
Provides advanced (senior level) technical and customer service support for local and remote staff to support PC workstations, hardware, software, applications, operating systems, and connectivity to network, servers and telecommunication systems. Monitors service requests and problem ticket queues to assign, respond, and resolve tickets within established Service Level Agreement (SLA). Oversees and provides guidance in troubleshooting and resolving complex problems, technical issues and customer service requests and tasks in a timely manner and according to Service Level Agreement (SLA) standard time frames. Works closely with other team members and support groups including vendors to ensure timely response and resolution to requests for assistance. (20%)

Interprets and solves problems, coordinates, plans, and schedules the installation of new or revised systems and assist to define business process requirements to perform installations, configurations, tests, problem resolution, and maintenance of computer systems hardware, software, applications, operating systems, servers, and related components, equipment and provides automation solutions and systems to meet business requirements. Conducts product evaluations of upgraded or new hardware, software, applications, and related systems to identifying strengths, weaknesses, and potential benefits to the agency. (20%)

Coordinates and maintains the status of the network and servers, operating systems, and security software utilized on the network, servers, workstations and system environment to ensure that all devices are working properly. Defines and manages users and devices access roles and privileges, including the addition of new users to the servers, network, systems and the establishment of rights and privileges, file and folder data integrity, connectivity and prevent unauthorized access. Designs and manages the implementation of technology solutions, the development of server upgrade plans and procedures, and the installation of operating systems. Monitors the performance of backup, recovery, and archival of files stored on the servers, ensures user files are synchronized and backed up and makes upgrades and repairs, as needed. (15%)

Leads project and assignment completion goals. Keeps team and leadership informed of the status of projects and work-related assignments. Ensures timely updates on project and assignment related tasks in the format requested. Take ownership of assigned tasks, works independently with minimal supervision, and demonstrates initiative in problem-solving. Creates and maintains standard operating policies and procedures for technical support, system troubleshooting and maintenance documents. Develops and/or recommends standards and improved procedures for technical initiatives, workflow, and innovative systems administration techniques including estimating resource requirements and analyzing customer and IT Systems and infrastructure impacts. (15%)

Leads testing new hardware, software, peripheral equipment and cellular devices. Coordinates studies existing information technology systems to evaluate effectiveness, and recommend new systems to improve workflow, efficiencies and optimal solutions. Conducts product evaluations of upgraded or new hardware and software identifying strengths, weaknesses, potential benefits to the agency and optimal customer solutions. Creates and prepares reports, documentation related to testing efforts, study findings, recommendations, and instructions to share with internal and external teams. (15%)

Provides user support and training in the use of available hardware, software, applications, and utilities. Serves as contact for remote network locations to obtain clarification on problems and resolutions. Educates users on new or less frequently used features of existing products. Keeps current on all work-related technologies, operating systems, applications, technology solutions and server environments and required training. Stay updated with the latest advancements in system administration, technologies, and security best practices. (10%)

Other Duties: Assists in responding to public health needs including but not limited to, disease outbreaks, biological, environmental, and weather emergencies; and performs other related duties as assigned (marginal functions). (5%)

Knowledge Skills Abilities:
Knowledge of personal computer hardware and software.
Knowledge of network operating systems, applications and security software and administration.
Knowledge of MECM (Microsoft Endpoint Configuration Manager).
Knowledge of Service Level Agreements (SLA).
Knowledge of system administration, troubleshooting and repairing IT (Information Technology) related hardware and software.
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
Ability to recognize, analyze, and resolve complex technical issues.
Skills in verbal and written communication.
Able to conduct information presentations to management and users.
Skilled in installing and maintaining Windows Operating systems, Active Directory and Microsoft Office Suites.
Ability to create and maintain technical and process documentation, standards and procedures.
Knowledge of effective leadership.
Ability to effectively lead a team or project and supervise contractors.
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, recognize technical limitations and seek competent assistance when needed.
Ability to move computer / telecommunications equipment.
Ability to work more than 8-5, M-F.
Ability to adhere to HHS (Health and Human Services) Guiding Principles, Code of Ethics, and Universal Expectation for Personal Responsibility.

Registration or Licensure Requirements:
A+ Certification Preferred
International Technology Infrastructure Library (ITIL) Preferred

Initial Selection Criteria:
Three years' experience in supporting Microsoft Windows desktop operating system in a local or wide area network environment.

One year experience as an IT supervisor, team lead, trainer, and/or consultant providing guidance to others.

Experience in providing hands technical support to end users in support of personal computer hardware and peripherals in a local or wide area network environment.

Experience working in an Active Directory environment, is preferred.

Experience working in a trouble ticket resolution environment and using a trouble ticket system similar to Remedy, is preferred.

Education from an accredited college or university with major course work in computer science, computer information systems, management information systems, or related field may be considered as a substitution for work experience on a year-for-year basis.

Additional Information:
All applicants must pass: pre-employment drug screen, fingerprint criminal background check, and Client Abuse/Neglect Reporting System (CANRS), Employee Misconduct Registry and Nurse/Aide Registry checks.

All new hire candidates will be required to receive COVID-19 medical screening (nasal test) as part of the due diligence process.

All State Supported Living Center employees are subject to Random drug testing.

All applicants must be at least 18 years of age to be considered for employment at a state-operated facility.

This position is classified as a full-time position (40 hours a week).

Travel to other work locations may be required.

Flexibility in work hours may be required for this position. The position may be required to work overtime and/or extended hours.

Salary Note: The salary offered will follow the HHS starting salary guidelines which are typically made at or near the minimum of the salary range.

MOS Code:
Note: Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to: 25B, IT, 0671, 3D1X1. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor's Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

I-9 Form - Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

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