[Hiring] IT Technical Support Specialist @Texas Health & Human Services Commission

Role Description

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.

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. Performs other duties as assigned.

Essential Job Functions (EJFs)

• Provides technical and customer service support for local and remote staff to support PC workstations, hardware, software, and connectivity to network and telecommunication systems.
• Monitors service requests and problem ticket queues to assign, respond, and resolve tickets within established Service Level Agreement (SLA).
• Completes new and surplus equipment requests, returns, and deployments.
• Resolves other technical and customer service-related issues in a timely manner and according to 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.
• Provides user support and training in the use of available hardware, software, and utilities.
• Installs, upgrades, and manages system software including operating systems, applications, and utilities.
• Performs regular maintenance tasks to ensure the optimal performance and reliability of computer systems.
• 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 and Operating System environments and required training.
• Assists in 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.
• Takes ownership of assigned tasks, works independently with general supervision, and demonstrates initiative in problem-solving.
• Completes testing of 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.
• Assists in responding to public health needs including but not limited to, disease outbreaks, biological, environmental, and weather emergencies.
• Maintains disaster recovery plans to ensure data integrity and system availability.
• Acts as a point person during the manager's absence.

Qualifications

• Knowledge of personal computer hardware and software.
• Knowledge of network operating systems and security software.
• Knowledge of MECM (Microsoft Endpoint Configuration Manager).
• Knowledge of Service Level Agreements (SLA).
• Knowledge of troubleshooting and repairing IT (Information Technology) related hardware and software.
• Skills in verbal and written communication.
• Skilled in installing and maintaining Windows Operating systems, Active Directory and Microsoft Office Suites.
• Ability to create and maintain technical and process documentation.
• 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.

Requirements

• Three years’ experience in supporting Microsoft Windows desktop operating system in a local or wide area network environment.
• Experience in 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, Helix, ServiceNow, 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 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.
• Flexibility in work hours may be required for this position. The position may be required to work overtime and/or extended hours.