Information Technology Support Specialist V performs highly complex (journey-level) computer systems analysis work for Regional and State IT operations in a network environment.
Work involves planning and analyzing user requirements, procedures, and problems to
automate processing or to improve existing systems.
Work involves technical and tactical management of projects, technical solutions,
enhancements, and modifications to desktop and network infrastructure.
Work involves installation, configuration, maintenance, and troubleshooting of Local Area Networks, Wide Area Networks, workstations, hardware and software.
Conduct detailed research, extensive testing, enhanced documentation, and implementation of new technical solutions or computing enhancements.
Is expected to work under limited supervision with considerable latitude for the use of initiative and independent judgment.
Essential Job Functions:
Performs complex or advanced technology support functions for Regional and State IT operations in a network environment including troubleshooting and solving problems related to computer systems or programs. (25%)
Analyze and evaluate new or existing computer applications, procedures,
information systems, or utility programs business requirements, system
requirements, and equipment configurations in relation to business processes, equipment and techniques for applicability, reliability, efficiency, speed, cost, flexibility, and meeting customer needs. (20%)
Directs activities/projects to resolution including the technical analysis, planning, design, implementation, coordination, organizing of tasks within the region involving multiple resources both inside and outside the agency to ensure effective service delivery of HHS customers. (10%)
Evaluates and recommends action on testing and certification of software and hardware upgrades. (10%)
Oversees studies and the preparation of reports that include study findings,
recommendations, and instructions for proposed system implementations; formulates logical descriptions of problems; and devises optimum solutions. (5%)
Determines operational, technical, and support requirements for the location,
installation, operation, and maintenance of data processing, data communications, and computer and management information systems. (5%)
Assists in advising management and users regarding security procedures (5%)
Attend meetings, training's, seminars as assigned (5%)
Trains team members and end-users (5%)
Completes special projects as assigned (10%)
Knowledge Skills Abilities:
Knowledge of agency business applications.
Knowledge of the limitations and capabilities of computer systems.
Knowledge of information technology equipment.
Knowledge of computer hardware and software, of computer operating
systems.
Knowledge of computer hardware, software and LAN environments.
Knowledge of supporting and maintaining Windows based servers
Knowledge of Microsoft Windows Active Directory Domain administration
and support
Knowledge and experience in support of network facilities and data
processing techniques, of personal computer hardware and software, of
network operating systems, data security protocols; performance monitoring
and capacity management tools.
Skill in coordinating and solving problems.
Skill in scheduling, testing, installing, and implementing programs.
Skills in troubleshooting computer systems
Skill in negotiation
Skill in technical documentation
Ability to analyze systems and procedures.
Ability to analyze, identify, and solve technical problems.
Ability to troubleshoot complex network problems in an Active Directory
environment
Ability to write and revise standards and procedures.
Ability to handle multiple projects.
Ability to communicate with diplomacy, communicate effectively both verbally
and in writing.
Ability to establish and maintain effective working relationships.
Ability to organize and prioritize work.
Ability to facilitate meetings and group training.
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)
Any related to position description, duties, or job function a plus.
Initial Selection Criteria:
Graduation from an accredited four-year college or university with major
course work in computer networking, computer science, computer information
systems, management information systems, Cyber Security, or IT related field is generally preferred.
Education and year for year experience may be substituted for one another with experience and proficiency in the support of network servers, computer desktops, laptops, printers, multifunction devices and other peripherals in a local area network (LAN) or Wide Area Network (WAN) environment with emphasis on Microsoft O365 applications suite, OneDrive, and other cloud computing.
Proficient in Microsoft Windows operating systems 10/11; Windows Active
Directory; and project management business practices.
If unable to meet this initial screening criteria will disqualify applicants.
Additional Information:
Due to the complex nature and skill set for this position, working after normal business hours, some weekends and/or holidays may be occasionally required.
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 Employees 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:
0255 Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to: 25B, IT, 275, 0171, 3D0X2. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
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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