SSLC Technical Support Specialist

Company: Texas Health & Human Services Commission
Location: Brenham
Posted on: January 23, 2023

Job Description:

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 equipment.

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 changes.

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 San Antonio.

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 standards. (30%)

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 assignments. (25%)

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 processing techniques.

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 tools.

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 four years.

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 systems problems.

10. Ability to use and support mobile device technologies.

11. Ability to use and support Microsoft Windows 7 and Windows 10 Operating Systems.

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 ethical standards.

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 overlapping deadlines.

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 Requirements:

Certifications from Microsoft, A+, Network+, Cisco, Dell and/or other related industry are preferred. Initial Selection Criteria:

Bachelor's degree in computer science, computer information systems, management information systems or related field is generally preferred.

Education and full-time paid work experience in relevant knowledge, skills and abilities may be substituted on a year-for-year basis.

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 preferred.

Experience or knowledge in providing technical support to end users.

Experience or knowledge in participating in technology project implementations and deployment strategies. 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. 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 http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.

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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.

Keywords: Texas Health & Human Services Commission, College Station , SSLC Technical Support Specialist, Other , Brenham, Texas