Mobile Comm Specialist

WHY WORK FOR DFPS?

The Texas Department of Family and Protective Services (DFPS) is responsible for protecting the unprotected — children, elderly, and people with disabilities — from abuse, neglect, and exploitation. DFPS accomplishes this responsibility by employing over 12,000 workers who live up to the agency's Mission, Vision, & Values in service to the citizens of Texas. DFPS is not only a qualifying organization for the Public Service Loan Forgiveness Program but also offers excellent health benefits, special discounts on many products and services through the Discount Purchase Program, longevity pay, generous paid leave, access to the Wellness program, lifetime retirement annuity, Texa$aver 401(k) and 457 Programs under the Employees Retirement System of Texas.

Brief Job Description:

The Telecommunications Specialist II position is selected by, and responsible to the Information Technology Systems Manager. The person selected for this position will provide direct support and exceptional customer service to an agency with over 14,000 + employees across the State of Texas and will maintain documentation as required by current departmental policies and procedures. Primary responsibilities and support will include, but is not limited to general assistance with research and testing of mobile phone apps, mobile device functionality and configurational troubleshooting, security, shipping and receiving duties, asset management, monitoring and resolution of a high volume of emails from support mailboxes, warehouse support, resolving assigned service and mobile device related issues from a ticket queue, reporting tasks, mobile device deployments and other special projects. The person selected will communicate routinely and work collaboratively with their direct team members. In addition, regular communication is expected with other staff members within Enterprise Services, both IT Operations regional teams across the state and locally, and with outsourced service providers to provide cohesive customer service to all. To support the needs of the business, this position may require occasional after hours and weekend work in response to emergencies or special projects.

Essential Job Functions (EJFs):

Perform complex telecommunications work under general supervision with moderate latitude for the use of initiative and independent judgement.

Primarily reviews and resolves daily Help Desk tickets received via automated distribution queue ensuring positive service levels, and designated support mailboxes

Primarily maintains mobile area inventory and keeps current mobile equipment documentation for effective mobile inventory management

Primarily supports daily end user walk-ups, phone calls, and Teams messaging relating to mobility service and support, as well as other customer service needs

Primarily supports shipping and receiving duties for smartphones, data MiFi’s, and other mobile devices for a 14,000 + person agency

Primarily supports regional technicians in the new-hire (NEO’s) process solely where it relates to mobile phone assignment and set-up

Efficient review and processing of Move, Add, and Change forms in relation to mobility support duties, as needed

Establishes and ensures that appropriate compliance and security controls over mobility software are maintained per agency ISO requirements and standards

Daily monitoring and follow up of trouble tickets with end users, and other local and regional support staff

Participates in mobile phone deployments, special projects and offers solutions to support operational standards and procedures

Investigates and resolves problems concerning the operation of telecommunications systems, communications hardware, and equipment

Develops and prepares correspondence, instructions, documentation, and processes for staff, as required

Performs other duties as assigned to maintain unit operational needs

Promotes and demonstrates appropriate respect for cultural diversity among co-workers and all work-related contacts.

Promotes and conforms to all security policies and procedures; provide customer education on security and use of mobility devices

Participates in an overall program of asset management

Adheres to all Texas Department of Family and Protective Services HR policies and performs related work as assigned.

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

Knowledge of the practices, principles, and techniques of computer operation; of information systems; of computer software and hardware; mobile phone configuration and functionality; of information security policies and procedures

Knowledge and use of mobile device management platforms

Skill in:

Skill in the use and support of personal computers, in the use of applicable programs and systems, and in troubleshooting information systems and mobile devices

Skill in establishing and maintaining effective business internal/external working relations

Skill in effective verbal and written communications of technical information to both technical and non-technical staff

Skill in Microsoft Office applications

Ability to:

Ability to work evenings, weekends, either pre-planned or on-call

Ability to work independently in a fast-paced environment maintaining focus to ensure ongoing production

Ability to prioritize and manage heavy workloads

Ability to learn and apply new technology

Ability to travel up to 10%, as needed

Ability to lift heavy equipment (between 40-60 pounds)

Advance ability to interact with all levels of staff

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

Graduation from a standard senior high school or equivalent, supplemented by courses in computer science, is generally preferred

Two years full time experience in the use and support of personal computers, mobile phones, the use of applicable programs and systems, and in troubleshooting information systems, and mobile devices

Two years full time experience working in a team environment

At least two years delivering positive customer service over the phone, through email, and in person

At least two years fulltime experience in the use and troubleshooting of iPhone and Android mobile devices

At least two years fulltime experience in the use of Mobile Device Management platforms

Ability to work overtime, evenings, weekends, either pre-planned or on-call, or any other shift deemed necessary to support business needs

Ability to travel up to 10%

Acceptable Substitutions: · Graduation from computer-related technical/vocational school, or sixty semester hours from an accredited four-year college or university may be substituted for the required experience

Additional Information:

Additional consideration will be given for professional certifications

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions. You may also contact the DFPS Military Liaison at dfpsmilvets@dfps.texas.gov with additional questions.

Applicants selected for hire must pass a background check and if applicable a driver’s record check.

As a state agency, DFPS is required by Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files. 

DFPS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Employees must provide documentation to DFPS to show their identity and authorization to work in the US. Please review the following link for authorized documents: https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents .

In compliance with the Americans with Disabilities Act (ADA), HHS/DFPS 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/DFPS 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.