Desktop Support - Hybrid Telework

Job/Position DescriptionNetwork Specialist IIIIn 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(40%) Serve as front line technical support staff for local and remote personnel to obtain technical support for PC workstation hardware, software, and connectivity to network systems. Daily monitoring of service and problem tickets in order to respond and resolve tickets within established SLA timeframes. Working closely with other with team members, perform PC desktop support, troubleshoot and repair hardware and software, making appropriate documentation within the assigned Help Desk system, and other technical issues in a timely manner and according to Service Level Agreement (SLA) standards. Image workstations.(20%) . Support staff onboarding, move, transfer, and terminations. Providing network account management by the addition of new users to the network and establishment of rights and privileges. Creation of and/or responding to helpdesk tickets. Provides OJT and mentoring to entry level IT staff. Installs, tests, and maintains network hardware and software and infrastructure. Maintains network support software and analyzes user support statistics, and recommends appropriate measures. Coordinates office move activities with third party vendors. Maintains the network's physical and logical structures, including network connections. (20%) Install and maintain hardware and software on agency workstations and other systems as assigned. Maintain patch levels, connectivity, and sufficient security software and protections as needed to enable customers to adequately perform their responsibilities safely. (10%) 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%) Conduct product evaluations for new software and upgrades to existing software. Identify and recommend enhancements to network facilities. Provides consultation to users on purchases of computer hardware and software. Software installation, configuration and troubleshooting. (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). Registrations, Licensure Requirements or CertificationsKnowledge Skills AbilitiesKnowledge of personal computer hardware and software, Knowledge of network operating systems and security software.Knowledge of SCCM (System Center Configuration Manager).Knowledge of Service Level Agreements https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=587603 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.