The SSLC LAN Support Specialist is selected by and accountable to the State Supported Living Center (SSLC) IT Site Supervisor, with approval by the East Area Information Technology (IT) Manager and the Director for Institutional Support for the State Supported Living Centers (IS). This position reports to the SSLC East Area IT Manager through the SSLC IT Site Supervisor.

Responsible for providing moderately technical and complex analysis, support, problem resolution and other activities for infrastructure operations support, including network and desktop systems support at the HHS SSLCs. Works in a fast-paced, customer service-based environment so that all requested activities, changes, and enhancements are implemented as approved and scheduled.

Monitors, tracks and addresses system automation related incidents and changes using the Information Technology Service Management (ITSM) application. Performs installations, tests, and troubleshoots hardware, software, and related automation equipment.

Collaborates with other IT teams including HHS Statewide Services, HHS State Supported Living Centers (SSLC), HHS State Hospitals (SH), Project Management Office (PMO), Applications Management (AM), Information Security Office (ISO), as well as business customers to accomplish work. Collaborates with the PMO and other areas as needed to develop viable Transition to Maintenance Plans or Checklists for all infrastructure-related projects and scheduled configuration changes.

Establishes relationships with other CSS and Health and Human Services (HHS) agency IT staff to participate in information technology planning and projects that cross agency lines.

Participate in workgroups to assist in developing standard policies and procedures. Develop and/or recommend standards and improved procedures for technical initiatives and workflow, including estimating resource requirements and analyzing infrastructure impacts.

The SSLC LAN Support Specialist may spend 25% of their time traveling among the 12 SSLCs to assist with CSS support responsibilities as approved by the SSLC East/West Area IT Manager.

May be requested to provide support, either remotely or onsite, to any of the 12 SSLC locations in Abilene, Austin, Brenham, Corpus Christi, Denton, El Paso, Lubbock, Lufkin, Mexia, Richmond, San Angelo or San Antonio.

Required to carry a State issued Smart Phone 24x7 and may be called upon to work outside of normal business hours to sustain operations or complete urgent assignments.

Works under minimal supervision with general latitude for use of initiative and independent judgment.

Maintains a reliable, predictable work schedule. May serve as backup to SSLC IT Site Supervisor. Performs other duties as assigned to maintain IT operations

Essential Job Functions:
1. Complete assigned Help Desk Calls, IT Customer Requests, or other assignments approved by the SSLC Site Supervisor, East/West IT Manager or IS Director in accordance with IT goals, objectives, and standards.

2. Complete assignments, monitor infrastructure, and keep Site Supervisor informed of infrastructure issues so that infrastructure is available at least 98% of the time, service level agreements with customers are met, and team members work on approved assignments.

3. Monitor, evaluate, and recommend improvements to HHS hardware, software and network. (20%)

4. Serve as SME on approved Infrastructure Projects in accordance with HHS IT Handbook SOP 1200 Scalable Project Management Methodology and SOP 1700 Scalable Software/System Development Life Cycle (SDLC).

5. Comply with all Federal, State, and agency laws, rules, policies, and procedures including IT Handbook and Standard Operating Procedures (SOPs) that govern HHS IT.

6. Contribute to teamwork and unit harmony.

7. Promote an image of IT excellence and communicate effectively.

8. Completes Required Training prior to due date.

Knowledge Skills Abilities:
1. Knowledge of laws, rules, and regulations relevant to information technology in Texas.

2. Knowledge of the limitations and capabilities of automated systems.

3. Knowledge of the Texas Project Delivery Framework.

4. Knowledge of the principles and practices of public administration and management.

5. Knowledge of Local Area Network (LAN) and Wide Area Network (WAN) technologies.

6. Knowledge of Voice, VoIP, voice mail and mobile device technologies.

7. Knowledge of server and operating system technologies, particularly Windows.

8. Knowledge of network and server monitoring technologies.

9. Knowledge of security standards applicable to infrastructure operations.

10. Skill communicating both verbally and in writing with varied levels of staff to develop positive effective working relationships and establish credibility, trust and confidence.

11. Skill analyzing work related problems, drawing conclusions, and devising innovative solutions.

12. Ability to prepare concise, reliable, accurate reports for executive level management.

13. Ability to keep up to date on technical developments in the industry.

14. Ability to manage one’s own workload.

15. Ability to promote teamwork, unit harmony, and the highest ethical standards.

16. Ability to self evaluate and continuously improve one’s own knowledge, skills, and abilities.

17. Ability to use Microsoft Office 2003, 2007,2010, 2013 or 2016 including Excel, Internet Explorer, Outlook, PowerPoint, Word, and/or Visio.

18. Ability to test and implement and/or oversee fixes and/or upgrades on independent and interdependent infrastructure components, environments, and systems.

19. Ability to accept suggestions for improvement and take steps to continuously improve one’s own performance and conduct.

20. Ability to use personal computers and laptops released by manufacturers within the last four years.

21. Ability to work under pressure and successfully manage multiple overlapping deadlines.

22. Ability to produce accurate, high-quality results

Registration or Licensure Requirements:
Certifications from Microsoft, A+, Network+, Dell and/or other related industry are preferred.

Initial Selection Criteria:
Experience in supporting desktop operating systems, preferably Microsoft Windows, in a local or wide area network environment.

Experience in providing hands on technical support for personal computer hardware and software in a local or wide area network environment.

Additional Information:
Requisition Number 567268

applicants must pass: pre-employment drug screen, fingerprint criminal background check, and Client Abuse/Neglect Reporting System (CANRS), Employee Misconduct Registry and Nurse/Aide Registry checks. All State Supported Living Center employees are subject to Random drug testing.

MOS Code:
25B, 25D, IT, 275, 0659, 3D0X2

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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.