SSLC Technical Support Specialist
Company: Texas Health & Human Services Commission
Posted on: January 23, 2023
The SSLC Technical Support Specialist is selected by and
accountable to the State Supported Living Center (SSLC) Information
Technology (IT) Site Supervisor, with approval by the IT Area
Manager and the Director for IT Customer Service and Support (CSS)
Health and Specialty Care System (HSCS). This position reports to
the SSLC IT Area Manager through the SSLC IT Site Supervisor.
Responsible for providing moderately technical and complex
analysis, support, problem resolution and other activities for SSLC
operations support, including network and desktop systems support
at the SSLCs. Works in a fast-paced, customer service-based
environment so that all requested activities, changes, and
enhancements are implemented as approved and scheduled.
Monitors, tracks and addresses system automation related incidents
and changes using the Information Technology Service Management
(ITSM) application. Performs installations, tests, and
troubleshoots hardware, software, and related automation
Collaborates with other Health and Human Services System (HHSS) IT
teams including Chief Technology Office (CTO), Chief Data
Architect, Project Management Office (PMO), Chief Information
Security Office (CISO), Data Center Services & Operations (DCS),
Business Operations (ITBO), Application Services and IT
Infrastructure divisions (Customer Service & Support (CSS) and
System Services (SS) as well as business customers to accomplish
work. Collaborates with the PMO and other areas as needed to
develop viable Transition to Maintenance Plans or Checklists for
all infrastructure-related projects and scheduled configuration
Establishes relationships with other Health and Human Services
System (HHSS) agency IT staff to participate in information
technology planning and projects that cross agency lines.
Participate in workgroups to assist in developing standard policies
and procedures. Develop and/or recommend standards and improved
procedures for technical initiatives and workflow, including
estimating resource requirements and analyzing customer and IT
Systems and infrastructure impacts.
The SSLC Technical Support Specialist may spend 25% of their time
traveling among the 12 SSLCs to assist with IT support
responsibilities as approved by the SSLC IT Area Manager. May be
requested to provide support, either remotely or onsite, to any of
the 12 SSLC locations in Abilene, Austin, Brenham, Corpus Christi,
Denton, El Paso, Lubbock, Lufkin, Mexia, Richmond, San Angelo or
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.
Works under minimal supervision with general latitude for use of
initiative and independent judgment.
Maintains a reliable, predictable work schedule. May serve as
backup to SSLC IT Site Supervisor. Performs other duties as
assigned to maintain IT operations. Essential Job Functions:
1. Complete assigned Help Desk Incidents, Work Orders, Change
Requests, or other assignments approved by the SSLC Site
Supervisor, SSLC IT Area Manager or ITCSS Health and Specialty Care
System Director in accordance with IT goals, objectives, and
2. Complete assignments, monitor infrastructure, and keep Site
Supervisor informed of infrastructure issues so that infrastructure
is available at least 98% of the time, service level agreements
with customers are met, and team members work on approved
3. Monitor, evaluate, and recommend improvements to SSLC hardware,
software and network. (20%)
4. Serve as SME on approved Infrastructure Projects in accordance
with IT Handbooks, Project Management Methodologies and
Software/System Development Life Cycles (SDLC). (10%)
5. Comply with all Federal, State, and agency laws, rules,
policies, and procedures including IT Handbooks and Standard
Operating Procedures (SOPs) that govern IT. (5%)
6. Contribute to teamwork and unit harmony. (5%)
7. Promote an image of IT excellence and communicates effectively.
(5%) Knowledge Skills Abilities:
1. Knowledge of Local Area Network (LAN) and Wide Area Network
(WAN) technologies and use of network facilities and data
2. Knowledge of personal computer hardware and software.
3. Knowledge of network operating system and security software.
4. Knowledge of performance monitoring and capacity management
5. Knowledge of help desk ticket and request management system
preferably Remedy, Remedy on Demand (RoD).
6. Knowledge of server and operating system technologies,
particularly Microsoft Windows Server Operating Systems.
7. Ability to use and support personal computers preferably Dell
computers and laptops released by manufacturers within the last
8. Ability to use and support Microsoft Office 365 including Excel,
Outlook, PowerPoint, Word, Visio (or equivalent).
9. Ability to recognize, analyze and resolve network and computer
10. Ability to use and support mobile device technologies.
11. Ability to use and support Microsoft Windows 7 and Windows 10
12. Ability to test, and implement and/or oversee fixes and/or
upgrades on independent and interdependent infrastructure
components, environments, and systems.
13. Ability to prepare concise, reliable, accurate reports for
executive level management.
14. Ability to promote teamwork, unit harmony, and the highest
15. Ability to self-evaluate and continuously improve one's own
knowledge, skills, and abilities.
16. Ability to work under pressure and successfully manage multiple
17. Skill communicating both verbally and in writing with varied
levels of staff to develop positive effective working relationships
and establish credibility, trust and confidence.
18. Skill analyzing work related problems, drawing conclusions, and
devising innovative solutions. Registration or Licensure
Certifications from Microsoft, A+, Network+, Cisco, Dell and/or
other related industry are preferred. Initial Selection
Bachelor's degree in computer science, computer information
systems, management information systems or related field is
Education and full-time paid work experience in relevant knowledge,
skills and abilities may be substituted on a year-for-year
One year experience in the Information Technology field,
particularly in maintaining critical customer support services in a
local or wide area network is preferred.
Experience in supporting desktop operating systems, preferably
Microsoft Windows, in a local or wide area network environment.
Experience or knowledge in the support of information technology
and operations in a State Supported Living Center environment is
Experience or knowledge in providing technical support to end
Experience or knowledge in participating in technology project
implementations and deployment strategies. Additional
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. Males between the ages of 18 25 must be registered
with the Selective Service. All State Supported Living Center
employees are subject to Random drug testing. Flexibility in work
hours may be required for this position. The position may be
required to work overtime and/or extended hours. MOS Code:
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, 25D, IT, 275, 0659,
3D0X2. 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
Top 10 Tips for Success when Applying to Jobs at HHSC and DSHS
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
Keywords: Texas Health & Human Services Commission, College Station , SSLC Technical Support Specialist, Other , Brenham, Texas
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