Network Specialist III

About the position

Responsibilities

• Ensure adequate staffing for IS SSLCs to sustain operations, communicate job requirements to employees and evaluate their performance.
• Communicates assignments and deadlines clearly and effectively to ensure SSLC IT staff are successful in providing customer services.
• Counsels and advises staff as necessary following guidelines in the HHSC Human Resources Manual and HHSC SOPs.
• Meets with new-hire direct reports within 1 to 5 business days after hire date to review functional job description, performance standards, SOPs, and management expectations.
• Meets with non-probationary staff at least once a quarter to review their performance standards.
• Responds to after-hours support calls while serving in an on-call rotation schedule.
• In the event of an emergency at an SSLC, ensures that adequate on-site staffing is available to address the situation.
• Develop employee skills and build depth of expertise to position unit for technology changes and staff turnover.
• Ensures succession planning so that every essential IS SSLC position has a primary designee, and a secondary and tertiary backup.
• Ensures resources are appropriately trained and assigned to projects or tasks based on skill sets and knowledge of SOPs.
• Maintains technical expertise on hardware, software, network configurations and peripherals.
• Monitor and control IS SSLC functions to optimize efficiency and effectiveness.
• Reviews work schedules and approves or denies planned leave requests.
• Ensures that all work performed by IS SSLC staff is approved in advance and tracked for response time and backlog.
• Establishes expectations and oversees compliance with IT SOPs for IS SSLC staff.
• Coordinates and collaborates with the HHSC ISO on routine patch deployments, product evaluations, security incidents.
• Plan, organize and execute IS SSLC functions to achieve established performance measures.
• Oversees and performs technical support for all HHSC infrastructure.
• Assigns tickets to other staff, ensures appropriate contact information and work in progress is documented.
• Trains and guides SSLC IT staff to comply with approved policies, procedures and standards.
• Guides staff so that infrastructure supported by the SSLC IT staff are down no more than 2-4% of available business hours.
• Coordinates with SSLC Area Manager to plan and schedule training for support staff.
• Monitors metrics for team and each individual employees daily and takes corrective action.
• Ensures that 98%-100% of help desk tickets are assigned, acknowledged, triaged, and diagnosed within 1 business day.
• Ensures the average turnaround time for resolving and closing help desk tickets is 3 business days or less.
• Participates in IS task force to resolve and close the backlog.
• Ensures that after a deployment, no HHSC infrastructure supported by the SSLC IT staff is down more than 2 to 4 hours.
• Ensures that daily ticket queues are reviewed, documented and need for corrective action is escalated.
• Ensures customer satisfaction with IT services by conducting post-resolution follow up.
• Schedules infrastructure support assignments to meet project deadlines.
• Establishes and enforces procedures so that HHSC and IT meet the 99%-100% assets found threshold.
• Ensures cabling infrastructure changes are documented and shared with the IS Director.
• Monitors LAN devices and maintains overall health of the network.
• Serve as Subject Matter Expert (SME) on approved Infrastructure Projects.
• Monitors and evaluates SSLC network performance, establishes network performance measures.
• Analyzes existing agency and unit procedures and technical systems and makes recommendations for improvement.
• Work with customers to analyze technical problems and procedures to devise optimal solutions.
• Comply with all Federal, State, and agency laws, rules, policies, and procedures.
• Contribute to teamwork and unit harmony.
• Promote an image of IT excellence and communicate effectively.

Requirements

• Bachelor's degree in computer science, computer information systems, management information systems or related field.
• One year experience as an IT supervisor, team lead, trainer, and/or consultant providing guidance to others.
• Three years' experience in the Information Technology field with experience with IT infrastructure support.
• Experience in maintaining critical customer support services.
• Experience working in an Active Directory environment.
• Experience in providing technical support to end users.
• Experience in participating in or leading technology project implementations and deployment strategies.

Nice-to-haves

• Microsoft, A+ Preferred

Benefits

• 100% paid employee health insurance for full-time eligible employees
• Defined benefit pension plan
• Generous time off benefits
• Numerous opportunities for career advancement

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