Information Technology SS II

The Information Technology Systems Support Specialist II Performs 1st level complex computer systems support work. The job of the ITSSS II work involves providing deskside/onsite customer support for agency information technology systems and operating connected office equipment in a Local, and Wide Area network environment.

Follows all general job guidelines. Occasionally trains other team members, and regularly supports, configures, and trains customers as required on software specialized to their required needs. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.

Remote (telework) Work Policy: Candidates understand the nature of IT deskside/onsite support as described and will not be provided remote work opportunity until after a 6-month probationary period ends and employee is retained to continue with HHSC IT.

After which time only two days a week will be allowed to remote work (Tuesday/Thursday). Candidates understand that remote work is a privilege and may be withdrawn at any time in addition to occasional Tuesday/Thursday scheduling of customer support may be required. There are no exceptions to this policy. Essential Job Functions:

The IT Systems Support Specialist II serves as a front-line technical support for local and remote personnel providing technical support for specialized and other workstation hardware, software, and connectivity to network or telecommunications systems. Works making appropriate documentation updates within the Remedy system to help ensure conformity of other technical issues in a timely manner and according to Service Level Agreement (SLA) standards.

Working closely with IT leads, management, and other team members, perform standard desktop support, troubleshoot, and resolve computer-related problems. Sets up specialized equipment for employee use and performs or ensures proper installation of cables, operating systems, or specialized software. Installs, maintains, moves, and assists in testing and upgrading new and existing hardware or software.

Provides customer service and answers user inquiries regarding specialized computer software, hardware operation, and the use and interface of systems and software applications. Install, monitor, and maintain hardware providing Local Area network (LAN) services. Assist in support of Wide Area Network (WAN) equipment and services.

Hardware support includes cable, hub/switch installations, limited router support, and related physical and logical structures. Monitor performance of the LAN network to ensure optimum connectivity is maintained. Another key role of the ITSSS II is to respond to all malware and/or virus reported incidents and work with CSOC team if needed.

Performs limited active directory duties, such as the addition of computers to the network and establishment of rights and privileges, and other functions as indicated as agency responsibilities. Install and maintain hardware and software on Standard Desktops, Laptops, Windows Tablets, Mobile Network Tablets, and High-End Workstations and other systems as assigned. Maintain security patch levels, connectivity, and sufficient security software and protections as needed to enable customers to adequately perform their responsibilities safely.

Perform limited instruction and user support for customer staff and/or local partner agencies, on available network, data and telecommunications hardware, application software, utilities, and procedures. Instructs customers, in groups or individually, on use of IT systems as well as Enterprise computer usage policies as needed. Occasionally conducts product evaluations for new software and upgrades to existing software, identifying the potential benefits to the agency.

Identify and recommend enhancements to network facilities. Performs procedures for backup, recovery, and archival of files stored on the network. Communicates with vendors, end users, management, and network programming staff to resolve technical issues efficiently.

Serves as contact for remote network locations to obtain clarification of problems and to identify solutions or corrective actions. Assists in preparing training courses and providing user support and training in the use of available hardware, software, and utilities. Assists in maintaining the network's physical and logical structures and in installing and testing hardware and software.

Assists in performance tuning and capacity planning activities to enhance the performance of the network resources and in maintaining network support software.

Assists in or conducts product evaluations of upgraded or new hardware and software and identifies strengths, weaknesses, and potential benefits to the agency. When necessary, this position requires extensive travel within the boundaries of the Region 50% of the time (tech travels within the 8-hour daily work schedule from 8am and back by 5pm unless pre-authorized). On occasion, this position requires after-hours and weekend work to support new building construction and remodeling projects for moves, add-ons, and installs to support customer business continuity needs.

Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency's obligations for Business Continuity in the event of an Emergency or Natural Disaster. Such participation may also require an alternate shift pattern assignment and/or location. Performs related work as assigned. Knowledge Skills Abilities:

Ability to communicate fluently in writing and verbally with management and team members. Knowledge of network facilities and data processing techniques; of personal computer hardware and software; of network operating system and security software; and of performance monitoring and capacity management tools.

Ability to recognize, analyze and resolve network and computer systems problems. Knowledge and experience with Microsoft Active Directory. Ability to use personal computers or laptops released by manufacturers within the last four years and Microsoft Office 2016-O365 including, Microsoft EDGE browser, MS Outlook, MS PowerPoint, MS Excel, MS Word, MS Visio (or equivalent), Google Chrome browser and computer systems problems. Registration or Licensure Requirements:

1.Valid TX driver license (required)

2.Proof of current liability insurance (required)

3.ITF+ Certification (preferred, but not required)

4.Network+ Certification (preferred, but not required)

5.A+ Certification (preferred, but not required)

6.Project and Portfolio Management Center (PPM) (preferred, but not required) Initial Selection Criteria:

A minimum of two years' experience in network troubleshooting. Experience working with Local and Wide Area Networks, Microsoft Active Directory environment and tools, and data administering techniques.

A minimum of two years' experience in technical (computer) support providing direct customer technical support, and deskside PC repair services with excellent interaction with team members, with a heavy emphasis on excellent customer service.

Graduation from an accredited four-year college or university with major course work in computer science, management information systems, or a 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. Additional Information:

Req 597073

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individual s 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. MOS Code:

Military occupation(s) that relate to the initial selection criteria

and registration or licensure requirements for this position may include: 25B, 255A, IT

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.

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