Network Specialist III

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

In accordance with HHS Guiding Principles and universal expectations of personal responsibility, under moderate direction of IT Customer Support State Health - Austin Metro Branch Manager, with limited latitude for the use of initiative and independent judgment, performs complex work overseeing activities associated with Local Area Networks (LAN), Wide Area network (WAN). Performs network design and installation, training, and evaluation of potential network enhancements. Perform customer support activities. Responsible for compliance with applicable policies, standards, guidelines, and procedures of DSHS, HHSC, and DIR. This position is classified as a fulltime position (40 hours a week). Work outside of regular hours may be required. Travel to other work location may be required. Performs other duties as assigned.

Essential Job Functions (EJFs):

(40%) Provides technical support for local and remote staff to obtain technical support for PC workstation hardware, software, and connectivity to network systems. Monitors service and problem ticket queue in order to assignn,respond and resolve tickets within established SLA timeframes. Works closely with other with team members, perform PC desktop support, troubleshoot and repair hardware and software, making appropriate documentation within the assigned ticketing system, and other technical issues in a timely manner and according to Service Level Agreement (SLA) standards.

(35%) Plan, organize, lead, guide, monitor, and control tasks assigned to the projects for the technical team. Monitor the progress and schedule of projects, ensuring key timelines and project milestones are met that projects are completed by established deadlines. Monitor projects to conduct quality assurance checks and ensure project deliverables are aligned with project scope. Develops and coordinates activity of the project team using project management methodologies. Prepares agenda items, presentations, meeting minutes, and follow-up tasks using appropriate software. Reviews, assigns and tracks tasks for the project team. Interacts with project staff and other department offices to ensure proper control and timely resolution of tasks and action items impacting the project.

(20%) Provides user support and training in the use of available hardware, software, 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.

(5%) Other Duties: Assists in responding to public health needs including, but not limited to, disease outbreaks, biological, environmental and weather emergencies, and perform other related duties as assigned (marginal functions).

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

Knowledge of personal computer hardware and software,
Knowledge of Project Management Methodologies
Knowledge of network operating systems and security software. Knowledge of Active Directory.
Knowledge of SCCM (System Center Configuration Manager).
Knowledge of Service Level Agreements
Knowledge of troubleshooting and repairing IT related hardware and software

Skill in:
Skill in verbal and written communication
Skill in installing and maintaining Windows Operating systems and Microsoft Office Suites

Ability to:
Ability to translating 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, as well as to 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 Guiding Principles, Code of Ethics and Universal Expectation for Personal Responsibility.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Experience in supporting Microsoft Windows desktop Operating System in a local or wide area network environment.

Experience working in a trouble ticket resolution environment, such as Remedy/Helix.

Experience in Active Directory.

Experience providing desktop support.

Additional Information:

N/A

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS 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.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form