SSLC Senior IT Technical Support Specialist

Job Description:
Performs highly complex (senior-level) systems administration work involving 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.

Diagnose and resolve 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. Provide advanced 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 guidance to others. Will be required to act as a point person during the absence of the manager. 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 highly complex (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). Assists in resolving technical and customer service-related issues 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%)

Monitors the status of the network and servers, operating systems, and security software utilized on the network, servers, and workstations to ensure that all devices are working properly. Maintains user access, including the addition of new users to the servers, network, systems and the establishment of rights and privileges, file and folder data integrity and connectivity. 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. (20%)

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. (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. Participates in workgroups to assist in developing standard operating policies and procedures for technical support, system troubleshooting and maintenance documents. Create and maintain technical and process documentation. 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. Conducts product evaluations of upgraded or new hardware and software identifying strengths, weaknesses, and potential benefits to the agency. Creates documentation related to testing efforts to share with internal and external teams. (5%)

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 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. 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.
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.

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