Field Services Technician

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: 

Performs entry-level systems administration work. Work involves assisting with the upkeep, configuration, and reliable operation of systems. Installs and upgrades computer components and system software. Works under close supervision, with minimal latitude for the use of initiative and independent judgment. The Systems Administrator job classification series is intended for employees that work directly with computer hardware and software, including installation, maintenance, and data recovery. Employees typically install and update software, manage an agency’s servers, resolve problems with computer systems, evaluate and optimize a system for effective performance, add users to networks, manage desktop and mobile equipment, and provide routine automation. 
 
 
The Field Services Technician (FST) is a customer service focused position that provides direct support to agency employees within a specific geographic area supporting various computer devices including tablets, cell phones and network equipment. FST is responsible for monitoring the incident queue daily, resolving incidents within service-level agreement timelines and participates in IT projects to refresh computer equipment. 
The FST promotes and conforms to all security policies and procedures. 
 
Essential Job Functions (EJFs): Support (65%) Supports agency staff within a specific geographic area with hardware, software, network and mobile device functionality including move/add/change assignments; provides Tier 1 customer support for assigned area, and documents activities and incident resolutions. 
Asset Management (15%) Maintains accurate inventory of agency computer equipment and completes all property inventory documentation. 
Project Management and Support (10%) Assists in the planning and implementation of Information Technology Initiatives as related to changes in equipment, devices, network, and site movies. 
Performs work as assigned (10%) Adheres to all Texas Department of Family and Protective Services HR policies and performs related work as assigned that includes handling service requests, troubleshooting technical issues, testing new equipment and software. Updating inventory\project spreadsheets using Excel and other special assignments or activities as assigned. 
 
Knowledge, Skills and Abilities (KSAs): 

Knowledge of: systems administration; computer hardware and software configuration and troubleshooting; operating systems and applications; and basic Internet security administration. 

Knowledge of the general practices, principles, and techniques of computer operation with major focus on mobile devices (i.e., tablets, laptops and cellular/smart phones). 
Knowledge of networks, active directory, add/ delete network users, and agency security policies and procedures. 

 
Skill in: using logic and reasoning to identify the strengths and weaknesses of alternative 
solutions, conclusions, or approaches to problems., and other system administration tools; and to communicate effectively. 
Skill in establishing and maintaining effective working relationships. 
Skill in effective verbal and written communications of technical information to technical and non-technical staff. 

Ability to: recognize, analyze, and resolve complex technical issues; to learn and use network management, administration 
Ability to prioritize and manage heavy workloads. 
Ability to interact with all levels of staff and provide effective customer support. 
Ability to work independently in a fast-paced environment. 
Ability to operate a personal computer and software packages. 
Ability to travel between office locations to support customers up to 35% of work time. 

Ability to work evenings, weekends, either pre-planned or on-call.  
Ability to lift heavy equipment (between 40-60 pounds).  
 
 

Registrations, Licensure Requirements or Certifications: 

Preferred: CompTIA A+ certification.    

Initial Screening Criteria: 

Graduation from high school or equivalent. 12 months experience in systems administration or IT helpdesk type work. Graduation from an accredited two-year college or university with major coursework in computer science, management information systems, or a related field is generally preferred.  Acceptable Substitutions: Education and experience may be substituted for one another. 
 
Additional Information: 

Applicant must specify able to lift 40-60lbs of equipment and work flexible work schedules including weekends. 

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.