Network Specialist V

Job/Position DescriptionSuccessful candidate will perform the activities associated with the management of ticket queues to include prioritization of work and assignment to technical resources for resolution of end user concerns while ensuring service levels and objectives are met. Identifying trends and providing guidance and input to ensure proper categorization and assignment of resources. Perform aging analysis and audits to ensure ticketing standards are met. Contribute to knowledge base articles, procedural documentation, training materials for service desk staff, and reports on performance. The Queue Manager will also determine when tickets have a high degree of recurrence, are high severity, or the root cause is unknown to escalate the tickets to the Problem Management process.Essential Job FunctionsAttends work on a regular and predictable schedule in accordance with agency leave policy.Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.Monitoring queues to ensure SLAs are maintained.Assigning the tickets which are out of scope to Service Desk/Other TeamsPerform aging analysis and auditsEnsuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolvedEnsuring proper assignment of tickets as well as facilitation of resource allocation based on work loadCoordinating tickets that cross organizational boundaries to ensure customer satisfactionPreparing daily reports on Incidents/Change/Problem tickets and SLA statusPreparing summary report on all Major incidents occurring during shiftCoordinating resources with teams across disciplines to ensure SLA targets are metCoordinating resolution for high priority tickets Performs related work as assigned. Registrations, Licensure Requirements or CertificationsKnowledge Skills AbilitiesExperience working with SLAsStrong time management and communication skillsAbility to adapt and prioritize work independently in a dynamic environmentStrong interpersonal and presentation skillsExperience with supporting high priority ticketsExperience with ITSM tools such as BMC Helix or equivalentExperience with Microsoft Office365and169;, Visio, Adobe AcrobatOrganizational skills.Ability to analyze problems, design solutions, and to perform detailed work accurately regarding network implementation/maintenance.Ability to direct network staff and/or oversee staff; to ensure quality; and to enforce established standards.Ability to establish and maintain effective working relations with others and to communicate effectively through verbal, written, and presentation skills.Initial Screening CriteriaMinimum 5 years of experience working with customer technology and support requirements.Graduation from an accredited four-year college or university with major coursework in computer science, management information systems, or a related field is generally preferred. Education and experience may be substituted for one another.Additional Information https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID616956 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.