Information Technology SS IV

Job Description:

The Systems Support Specialist IV performs the functions of a Systems Support Specialist III during periods of staff shortages and major system outages.

This position will serve as a Team Lead for the Consolidated Help Desk (CHD).  Work is performed under the general direction of the CHD Manager with extensive latitude for the use of initiative and independent judgment. Assists the Help Desk Manager in team administration and interpretation of help desk policies and procedures. Facilitates and assists in the establishment of priorities, standards and measurements for determining progress in meeting goals. Trains new hires on performing technical and support duties associated with providing quality customer service to HHSC, DADS, State Hospital, and Provided Providers.  The Team Lead will create problem automation tickets and work in coordination with other HHSC support groups to escalate issues and facilitate timely problem resolution. The Team lead will perform statewide HHS related broadcast administration to ensure notifications are created and sent timely to the intended recipients. The Team Lead will conduct quality monitoring on Help Desk Agent tickets to ensure quality control and established Help Desk policies and procedures are being followed. The Team Lead will ensure the team is performing assigned tasks accurately, sets priorities, provides training, guidance, and coach team members. Develop reports, briefings, and evaluations on system efficiency and utilization.

Essential Job Functions:

The Systems Support Specialist IV will serve as a Team Lead and work under minimal supervision of the Help Desk Manager, with extensive latitude for the use of initiative and independent judgment.  The Systems Support Specialist IV supervises a team of Help Desk agents to support hardware and software, workstation, telephony, mainframe, and client/server integration functions in a Local Area Network environment used by customers in HHSC, DADS, DSHS Hospitals, Private Providers, and Community Centers in local and field offices across the State.  This position also documents, tracks, and provides progress reports on the performance of Help Desk agents using appropriate performance monitoring tools. (30%)

The Systems Support Specialist IV is expected to plan, organize and execute a variety of projects utilizing support staff from within the Help Desk.  Acts as the technical leader of the help desk and stays current on IT knowledge, concepts and technological advances that impact the unit's standard system configuration.  Confers with the Manager as necessary to plan budgets, staff training, IT projects, and overall support strategy.  May act as manager in the absence of the Help Desk Manager. (30%)

The Systems Support Specialist IV also works very closely with the other members of Information Technology and field support staff in accomplishing these tasks.  The Systems Support Specialist IV will participate as a member of large cross-sectional teams and will regularly interface with vendors and agency staff as required in problem resolution, planning for new software enhancements and system-wide changes, and also coordinates periodic meetings with vendors (i.e. TMHP).  (25%)

May be required to work days, evenings, weekends, holiday shifts (primarily skeleton holidays), and provide after hour support to meet demands of system support.  Occasional statewide and local travel may be required.  Maintain a regular and predictable work schedule. (10%)

The Systems Support Specialist IV performs the functions of other Help Desk agents during periods of staff shortages and major system outages. (5%)

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Registrations, Licensure Requirements or Certifications:

A+ Certification preferred

ITIL Foundation Certification preferred

Knowledge Skills Abilities:

Knowledge of the practices, principles, and techniques of computer operations; of information systems; of computer software and hardware; and of information security policies and procedures.

Skill in the use and support of personal computers, in the use of applicable programs and systems, and in troubleshooting information systems.  Skill in creating and maintaining technical documentation.

Skill and ability to translate technical information and be able to explain it to a non-technical audience in an appropriate manner.  Skill and ability to obtain information from an individual about a technical problem when the caller is under stressful conditions.  Skill and ability to exercise logic and reasoning to define problem, establish facts and draw valid conclusions; makes basic decisions that support business objectives and goals. Ability to keep up with a heavy flow of email information as well as changes in hardware and software and provide current, accurate information to callers.  Ability to perform research and retrieve information from computer systems, databases, and the Internet.

Ability to learn new and existing hardware and software.   Ability to operate information technology systems and to communicate effectively.  Ability to provide customer service with tact and diplomacy.

Ability to communicate technical information orally and in writing. Ability to take direction, work well as part of a team, and work independently when needed.  Ability to identify and analyze problems, recommend and perform corrective actions for customer support activities.

Ability to interpret and communicate policies, procedures and best practices to all levels of staff.

Ability to train and supervise others work.

Skilled in creating problem tickets in problem tracking software.

Ability to approach and solve complex problems in a logical proactive manner and develop creative solutions.

Ability to adhere to HHSC and IRM policies and Standard Operating Procedures.

Ability to adapt to change or modify behavior in response to changes in situations or priorities.

Ability to work in and promote a positive work environment. 

Ability and flexibility to adjust work schedule(s) between 7:00am - 7:00pm, Monday thru Friday, is critical to the performance of this position.

Ability to sit 90% of the time while performing job functions.

Normal auditory ability.

Ability to type 45 WPM.

Ability to adjust to and maintain a fast-paced workflow.

Initial Screening Criteria:

At least two years experience in network troubleshooting and at least two years experience working in an Information Technology (IT) troubleshooting position.

Experience troubleshooting desktop hardware and software.

Graduation from a standard senior high school or equivalent. 

Shifts are staggered between 7am and 7pm, Monday-Friday.  Must have flexibility to work during these hours.