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Technical Support Lead

2 months ago

Austin, Texas, United States TEXAS DEPT OF HOUSING AND COMMUNITY AFFAIRS Full time

GENERAL OVERVIEW:

The Technical Support Team Lead plays a pivotal role in overseeing the Help Desk staff and performing advanced computer systems analysis. This multifaceted position requires a broad range of IT expertise and adaptability within a compact agency environment. Responsibilities include evaluating new software solutions, assisting in system implementations, and providing direct training and troubleshooting support for hardware and software issues.

KEY RESPONSIBILITIES:

  • Facilitates the transition to updated operating systems and application enhancements.
  • May offer server operating system support, encompassing patch management, upgrades, and configuration of server components.
  • Collaborates with software developers and management to assess and prioritize security vulnerabilities.
  • Installs, configures, and maintains operating systems and applications, utilizing tools such as SCCM/MECM for user system management.
  • Implements and tests SCCM/MECM services, ensuring effective deployment of software and updates.
  • Coordinates the setup and maintenance of IT equipment for agency personnel, providing timely help desk support.
  • Assists in the evaluation and procurement of IT hardware and software solutions.
  • Engages with other divisions to ensure smooth implementation of new systems and adherence to agency policies.
  • Manages user access and authentication systems to maintain secure access to applications and data.
  • Oversees mobile device management through MDM software.
  • Maintains an inventory of IT and office equipment, serving as the primary contact for operational IT issues.
  • Identifies and resolves hardware and software problems, documenting solutions for staff reference.
  • Leads the team by providing guidance and support to colleagues.
  • Creates and updates procedural documentation and training materials.
  • Regularly attends work in accordance with the established schedule.
  • Adheres to all agency policies, including those related to ethics and integrity.
  • Performs additional duties as assigned.

QUALIFICATIONS:

  • Required: Four years of experience in system administration and user support, or a degree in a related field may substitute for two years of experience.
  • Required: Proficiency with Microsoft Azure, Office365, and SCCM/MECM.
  • Preferred: Familiarity with Cisco devices and basic networking concepts.

KNOWLEDGE, SKILLS, AND ABILITIES:

  • In-depth understanding of operating systems and networks, with expertise in SCCM/MECM and Intune.
  • Ability to communicate technical concepts to non-technical audiences effectively.
  • Proficient in installing and maintaining Windows operating systems and Microsoft Office Suites.
  • Strong organizational skills and the ability to prioritize tasks effectively.
  • Ability to build and maintain effective working relationships across the organization.

PHYSICAL REQUIREMENTS:

  • Standard office environment with the ability to work on a computer for extended periods.
  • Capability to lift and carry items weighing up to 50 pounds.

ADDITIONAL INFORMATION:

Candidates will be required to undergo background checks and provide proof of identity and eligibility to work in the United States. The Texas Department of Housing and Community Affairs is committed to equal employment opportunities.