Network Operations Specialist

2 weeks ago

Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Summary:
As a Network Specialist V with the Texas Department of Aging & Disability Services, you will play a critical role in ensuring the smooth operation of our IT infrastructure. Your primary responsibility will be to manage ticket queues, prioritize work, and assign tasks to technical resources for resolution of end-user concerns. You will also be responsible for monitoring queues to ensure service levels and objectives are met, performing aging analysis and audits, and contributing to knowledge base articles and procedural documentation. Additionally, you will determine when tickets require escalation to the Problem Management process and coordinate with teams across disciplines to ensure SLA targets are met. If you have experience working with SLAs, strong time management and communication skills, and the ability to adapt and prioritize work independently in a dynamic environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities:
  • Manage ticket queues and prioritize work to ensure efficient resolution of end-user concerns.
  • Monitor queues to ensure service levels and objectives are met.
  • Perform aging analysis and audits to ensure ticketing standards are met.
  • Contribute to knowledge base articles and procedural documentation.
  • Determine when tickets require escalation to the Problem Management process.
  • Coordinate with teams across disciplines to ensure SLA targets are met.

Requirements:
  • Experience working with SLAs.
  • Strong time management and communication skills.
  • Ability to adapt and prioritize work independently in a dynamic environment.
  • Strong interpersonal and presentation skills.
  • Experience with ITSM tools such as BMC Helix or equivalent.
  • Experience with Microsoft Office, Visio, Adobe Acrobat.

Working Conditions:
This is a full-time position that requires regular and predictable attendance. The successful candidate will be required to work in a fast-paced environment and must be able to adapt to changing priorities and deadlines. The position requires strong communication and interpersonal skills, as well as the ability to work effectively in a team environment.

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