Employment Type : Full-Time
The SSLC LAN 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. 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.
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 LAN 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 IT 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:
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%)
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%)
Monitor, evaluate, and recommend improvements to SSLC hardware, software and network. (20%)
Serve as SME on approved Infrastructure Projects in accordance with IT Handbooks, Project Management Methodologies and Software/System Development Life Cycles (SDLC). (10%)
Comply with all Federal, State, and agency laws, rules, policies, and procedures including IT Handbooks and Standard Operating Procedures (SOPs) that govern IT. (5%)
Contribute to teamwork and unit harmony. (5%)
Promote an image of IT excellence and communicates effectively. (5%)
Knowledge Skills Abilities:
1. Knowledge of laws, rules, and regulations relevant to information technology in Texas.
2. Knowledge of the limitations and capabilities of automated systems.
3. Knowledge of the Texas Project Delivery Framework.
4. Knowledge of the principles and practices of public administration and management.
5. Knowledge of Local Area Network (LAN) and Wide Area Network (WAN) technologies.
6. Knowledge of Voice, VoIP, voice mail and mobile device technologies.
7. Knowledge of server and operating system technologies, particularly Windows.
8. Knowledge of network and server monitoring technologies.
9. Knowledge of security standards applicable to infrastructure operations.
10. Skill communicating both verbally and in writing with varied levels of staff to develop positive effective working relationships and establish credibility, trust and confidence.
11. Skill analyzing work related problems, drawing conclusions, and devising innovative solutions.
12. Ability to prepare concise, reliable, accurate reports for executive level management.
13. Ability to keep up to date on technical developments in the industry.
14. Ability to manage ones own workload.
15. Ability to promote teamwork, unit harmony, and the highest ethical standards.
16. Ability to self evaluate and continuously improve one’s own knowledge, skills, and abilities.
17. Ability to use Microsoft Office including Excel, Outlook, PowerPoint, Word, and/or Visio.
18. Ability to test, and implement and/or oversee fixes and/or upgrades on independent and interdependent infrastructure components, environments, and systems.
19. Ability to accept suggestions for improvement and take steps to continuously improve one’s own performance and conduct.
20. Ability to use personal computers and laptops released by manufacturers within the last four years.
21. Ability to work under pressure and successfully manage multiple overlapping deadlines.
22. Ability to produce accurate, high-quality results.
Registration or Licensure Requirements:
Certifications from Microsoft, A+, Network+, Cisco, Dell and/or other related industry are preferred.
Initial Selection Criteria:
Bachelor degree in computer science, computer information systems, management information systems or related field. Education and full time paid work experience in relevant knowledge, skills and abilities may be substituted on a year-for-year basis.
One to two years experience in the Information Technology field, particularly in maintaining critical customer support services in a local or wide area network is preferred.
Documented work experience or knowledge with IT systems support and management.
Experience or knowledge in the support of information technology and operations comparable to technology used at the State Supported Living Centers.
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.
Requisition ID: 473679
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, 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.