Network Specialist III

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Functional Title: Network Specialist III 
Job Title: Network Specialist III 
Agency: Health & Human Services Comm 
Department: Hlth & Specialty Care Sys SSLC 
Posting Number: 8501 
Closing Date: 09/09/2025 
Posting Audience: Internal and External 
Occupational Category: Computer and Mathematical 
Salary Group: TEXAS-B-21 
Salary Range: $4,523.16 - $5,802.00 
Pay Frequency: Monthly
Shift: Day 
Additional Shift:  
Telework: Not Eligible for Telework 
Travel: Up to 25% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Nonexempt 
Facility Location: Richmond State Supported Living Center 
Job Location City: RICHMOND 
Job Location Address: 2100 PRESTON 
Other Locations:  
MOS Codes: 0605,0620,0630,0631,0639,0670,0699,1721,1799,2611,2659,5974,6694,17C,17C0,17DX,17S,17SX,181X,182X 
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3D1X2,3D1X7,514A,5C0X1D,5C0X1N,5C0X1S,681X,682X,781X,782X,CT,CTM,CTN,CTT,CYB10,CYB11,ET,ISM,IT,ITS 
 

Brief Job Description:

The SSLC Senior Local Area Network (LAN) Support Consultant/Site Supervisor is selected by and accountable to the State Supported Living Center (SSLC) East/West Area Information Technology (IT) Manager and the Director for Institutional Support for the State Supported Living Centers (IS).

Serves as Site Supervisor and assists with planning, organizing, prioritizing, guiding, controlling and evaluating work performed by the SSLC IT Support Team.  Performs and guides Team in providing highly technical and complex analysis, support, problem resolution, and other activities for infrastructure operations, including network and desktop systems support at the HHSC SSLCs.  Guides Team working in a fast-paced, customer service based environment so that all requested activities, changes and enhancements are implemented as approved and scheduled.

Coordinates with other IT teams including HHS Statewide Services, HHS State Supported Living Centers (SSLC), Project Management Office (PMO), Applications Management (AM), Information Security Office (ISO), Business Operations (BOPS) as well as business customers to accomplish work. May serve in a consulting role on technology projects.

Ensures compliance with approved standard operating policies/procedures (SOPs); approved IT procedures including product evaluations, testing, deployment, quality and testing standards for deployment into production; systems availability standards; and staff productivity standards. Helps ensure team’s skills are aligned with IT Technology Roadmap and agency needs. Supports IRM’s succession planning to ensure uninterrupted business continuity. 

Establishes relationships with other CSS and Health and Human Services (HHS) agency IT staff to participate in information technology planning and projects that cross agency lines. Participate in workgroups to assist in developing standard policies and procedures. Develop and/or recommend standards and improved procedures for technical initiatives and workflow, including estimating resource requirements and analyzing infrastructure impacts.

Prepares documentation, including customer and technical support instructions, and network diagrams.  Analyzes and recommends improvements in standards and procedures for technical initiatives and workflow within the unit.

The SSLC Senior LAN Support Consultant/Site Supervisor may spend 25% of their time traveling among the 12 SSLCs to assist with IO support responsibilities as approved by the SSLC East/West Area IT Manager. May be requested to provide support, either remotely or onsite, to any of the 12 SSLC locations in Abilene, Austin, Brenham, Corpus Christie, Denton, El Paso, Lubbock, Lufkin, Mexia, Richmond, San Angelo or San Antonio.

Required to carry a pager or active sync device 24x7 and may be called upon to work outside of normal business hours to sustain operations or complete urgent assignments. Works under general supervision with moderate latitude for the use of initiative and independent judgement.

Maintains a reliable, predictable work schedule.  May serve as backup to the SSLC East/West Area IT Manager.  Performs other duties as assigned to maintain IT operations.  

Essential Job Functions (EJFs):

1. Ensure adequate staffing for IS SSLCs to sustain operations, communicate job requirements to employees and evaluate their performance. (20%)

1. 1. Communicates assignments and deadlines clearly and effectively to ensure SSLC IT staff are successful in providing customer services with no more than 3 exceptions reported and confirmed by the SSLC East/West Area IT Manager per 12-month appraisal period.

1. 2. Counsels and advises staff as necessary following guidelines in the HHSC Human Resources Manual and HHSC SOPs ensuring that personnel issues are escalated through the appropriate chain of management as confirmed by the SSLC East/West Area IT Manager and validated by the IS Director.

1. 3. 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 as documented on HHSC HR Form 1001, Employee Development Notes and provided to the SSLC East/West Area IT Manager.

1. 4. Meets with non-probationary staff at least once a quarter to review their performance standards outlined in the new-hire’s JDPP as revealed by HR 1001 Employee Development Notes and monitored by the East/West Area IT Manager and IO Director.

1. 5. Responds to after-hours support calls while serving in an on-call rotation schedule with no more than 3 exceptions of escalated responses during a 12-month appraisal period.

1. 6. In the event of an emergency at an SSLC, ensures that adequate on-site staffing is available to address the situation and to keep management informed to avoid adverse impact on the SSLC staff and consumers allowing no exceptions.

2. Develop employee skills and build depth of expertise to position unit for technology changes and staff turnover. (10%)

1. 1. Ensures succession planning so that every essential IS SSLC position, role, or responsibility has a primary designee, and a secondary and tertiary backup as revealed by DIT Form No. 1805.001 Knowledge Transfer Plan and quarterly progress reports to IO Director as required by SOP No. 1805 Knowledge Transfer Procedures.

1. 2. Ensures resources are appropriately trained and assigned to projects or tasks based on skill sets and knowledge of SOPs as well as providing opportunities for staff development and growth as evidenced by Professional Development Plans, Performance Evaluations and HHSC HR Form 1001, Employee Development Notes and monitored by the East/West Area IT Manager and IO Director.

1. 3. Maintains technical expertise on hardware, software, network configurations and peripherals by remaining current in all mandatory training, participating in workgroups continuing education opportunities and through self-study so that IT performance is enhanced and so that system outages directly attributable to employee’s failure to thoroughly research, plan, organize, and prepare deployments are avoided, allowing 1 controllable exception per 12-month appraisal period as monitored by the East/West Area IT Manager and determined by the IO Director, Deputy IT Director, or IRM.

3. Monitor and control IS SSLC functions to optimize efficiency and effectiveness. (30%)

1. 1. Reviews work schedules and approves or denies planned leave requests so that critical or essential business operations are not disrupted due to pre-approved planned leave as monitored by the SSLC East/West Area IT Manager.

1. 2. Ensures that all work performed by IS SSLC staff, including work internally generated, is approved in advance, is based upon a source document or governance (Help Desk Ticket, ITCR, or Project Charter), is prioritized, and tracked for response time and backlog, excluding emergencies required to sustain system operations, so that IO staff time is efficiently and effectively used as monitored by the SSLC East/West Area IT Manager.

1. 3. Establishes expectations and oversees compliance with IT SOPs for IS SSLC staff to enter all Help Desk tickets, ITCRs, email requests, and approved assignments into the appropriate tracking system approved by the IS Director so that all work performed by IS is logged and service level metrics are tracked as monitored by the SSLC East/West Area IT Manager.

1. 4. In accordance with Texas Administrative Code (TAC) 202.20 and 202.25 and HHSC Enterprise Standards and Guidelines 1.26.3.1, 1.26.7, and 1.26.13, ensures a segregation of development/testing, and production duties by assigned team or obtains acceptance of risk through chain of management up to the HHSC Commissioner, to preserve integrity of code developed by HHSC IT allowing no exceptions as revealed by system and server authority and access privileges as revealed by SSLC East/West Area IT Manager spot check. 

1. 5. Establishes expectations and ensures procedures are followed by IS SSLC staff regarding configuration management policy and procedures so that deployments handled by IS are tested, evaluated, coordinated, communicated, completed by approved due date, and result in no system outages or unanticipated consequences involving other HHS IT units allowing 3 to 5 controllable exceptions per evaluation period as determined by the SSLC East/West Area IT Manager and IS Director.

1. 6. Coordinates and collaborates with the HHSC ISO on routine patch deployments, product evaluations, security incidents, business continuity/disaster recovery, and escalates potential conflicts within 1 to 2 business days so that HHSC technology assets are protected and secured and monitored by the IS Director.

4. Plan, organize and execute IS SSLC functions to achieve established performance measures. (10%)

1. Oversees and performs technical support for all HHSC infrastructure so that infrastructure is available at least 98% of the time, service level agreements with customers are met and SSLC IT staff work on approved assignments.

2. Assigns tickets to other staff, ensures appropriate contact information and work in progress is documented upon receipt of escalation notifications received from the Help Desk and minimizes ticket escalations with no more than 3 exceptions per 12-month appraisal period as evidenced by reviews of ticket documentation by the SSLC East/West Area IT Manager.

3. Trains and guides SSLC IT staff to comply with approved policies, procedures (SOPs) and standards for Configuration Management, Testing Management, infrastructure best practices and project management methods allowing no more than 2 to 3 non-substantive exceptions per 12-month appraisal period as determined by the East/West Area IT Manager and verified and validated by the IS Director.

4. Guides staff so that infrastructure supported by the SSLC IT staff are down no more than 2-4% of available business hours during each calendar month as revealed by Infrastructure Down Time Logs or System Performance Incident Reports (SPIRs), excluding circumstances beyond East/West Area IT Manager’s or SSLC IT staff’s control.

5. Coordinates with SSLC Area Manager to plan and schedule training for support staff on courtesy, handling difficult customers, technical skills for assigned job and skill level, and professional growth skills so that staff are prepared to support customers and meet performance metrics.

6. Monitors metrics (pending, new receipts, closures, turnaround time/aging) for team and each individual employees daily and takes corrective action so that each employee contributes equitably according to their job classification and skill level and is held accountable for their performance.

7. Ensures that 98%-100% of help desk tickets are assigned, acknowledged, triaged, and diagnosed within 1 business day or less after receipt with day of receipt counting as day 1, excluding circumstances beyond staff’s control, as revealed by monthly IS ITSM system reports, or approved system of record (SOR), and daily e-mail explanation to manager.

8. Ensures the average turnaround time for resolving and closing help desk tickets is 3 business days or less as revealed by montly IS ITSM system reports, SOR, and monitored by the SSLC Area Manager, IS Director, or Deputy IT Director.

9. Monitors daily closures (number of tickets resolved and closed) and takes corrective action as needed so that trending shows a continuing increase in closures as revealed by monthly IT Performance Metrics prepared by IT Business Operations.

10. Participates in IS task force to resolve and close the backlog (those pending for 5 business days or longer, with day of receipt counting as day 1), so that trending shows an on-going reduction in backlog as revealed by monthly IT Performance Metrics prepared by IT Business Operations.

11. Ensures that after a deployment, no HHSC infrastructure supported by the SSLC IT staff is down more than 2 to 4 hours during a single business day and rolls back to previous infrastructure to sustain business continuity, excluding circumstances beyond staff’s control as verified by the East/West Area IT Manager, and IS Director.

12. Ensures that daily ticket queues are reviewed, documented and need for corrective action is escalated through chain of management to the East/West Area IT Manager by 11:00am daily as revealed by Daily Ticket Log and/or ITSM System Reports.

13. Ensures customer satisfaction with IT services by conducting post-resolution follow up with 5% of Help Desk Ticket/ITCR requests so that input and feedback from customers is received and IT processes/support services are continually improved to meet customer needs as revealed by the Site Supervisor Customer Satisfaction Log (to be developed) that is maintained and shared with the East/West Area IT Manager and IS Director monthly.

14. Schedules infrastructure support assignments to meet project deadlines or requests to extension at least 10 business days in advance allowing 2 - 3 missed deadlines across the team per 12-month appraisal period as monitored by the SSLC East/West Area IT Manager.

15. Establishes and enforces procedures so that HHSC and IT meet the 99%-100% assets found threshold required by the Texas Comptroller of Public Accounts (CPA) and so that any exceptions below 99% are not directly attributed to IS staff non-compliance with established procedures as determined by the IS Director.

16. Ensures cabling infrastructure changes are documented and shared with the IS Director for IS/Statewide Services within 5 business days as changes, upgrades or building renovations are completed with 2 - 3 exceptions per 12-month appraisal period as verified by the SSLC East/West Area Manager.

17. Monitors LAN devices and maintains overall health of the network by following established monitoring guidelines and checkpoints, including security and virus updates as monitored by HHSC Domain Administrators, and SSLC East/West Area Manager allowing 1 - 2 controllable exceptions per 12-month appraisal period as verified by the SSLC East/West Area Manager.

5. Serve as Subject Matter Expert (SME) on approved Infrastructure Projects in accordance with HHSC Scalable Project Management Methodology and Scalable Software/System Development Life Cycle (SDLC). (5%)

1. 1. Actively contributes to infrastructure projects, is engaged, participative, responsive and supportive; and serves on project teams so that IRM-approved infrastructure projects are successful allowing no failures directly attributable to the Network Analyst’s lack of involvement and support as determined by the IS Manager, IS Director, or Deputy IT Director.

1. 2. Complies with Project Management Methodology and SDLC Methodology and provides all documents requested by the Project Manager, or Deputy IT Director allowing 3 exceptions per 12-month appraisal period which are not provided by the requested due date.

6. Monitor, evaluate, and recommend improvements to HHSC hardware, software and network. (10%)

1. 1. Monitors and evaluates SSLC network performance, establishes network performance measures to sustain HHSC SSLC operations, and recommends improvements to IS Director so that the network supports e-mail communications, all applications (including Web-based applications), excluding circumstances beyond IS control as determined by IS Director.

1. 2. Analyzes existing agency and unit procedures and technical systems and makes recommendations for improvement through the appropriate chain of management to HHSC IT Management so that IS staff time is efficiently and effectively used.

1. 3. Work with customers to analyze technical problems and procedures to devise optimal solutions so that customer needs are met, resource requirements are estimated, costs are determined, infrastructure impacts are analyzed and recommendations for improvements are made through proper chain of management.

7. Comply with all Federal, State, and agency laws, rules, policies, and procedures including IT Handbook and Standard Operating Procedures (SOPs) that govern HHSC IT. (5%)

1. 1. Does not disclose or discuss confidential or sensitive information acquired while performing assigned duties without express written approval with no exceptions as verified by the immediate supervisor.

1. 2. Complies with, all laws, rules, policies, and procedures relevant to information technology, information security, business continuity, and disaster recovery allowing 2 to 3 non-substantive exceptions per appraisal period as determined by the immediate supervisor.

1. 3. Maintains awareness of business continuity and disaster recovery procedures so that compliance with HHSC IT Business Continuity Management Program is achieved as monitored by the employee’s manager.

8. Contribute to teamwork and unit harmony. (5%)

1. 1. Demonstrates leadership by keeping staff focused on items within their control, intervening to address issues outside staff control, and appropriately escalating unresolved issues to peers or manager so that lost productivity and conflict is avoided as observed by and documented by manager.

1. 2. Demonstrates and builds leadership by guiding staff to focus on what they can do to help and offer constructive suggestions which contribute to solutions and continuous quality improvement (CQI) as observed and documented by manager.

1. 3. Builds effective working relationships with associates, offers assistance, deals with associates directly, fairly, and honestly to resolve issues at the lowest possible level so that unit harmony and teamwork are achieved as observed or verified by manager.

1. 4. Takes the initiative to address issues, concerns, or dissatisfaction with any aspect of employment by dealing directly, fairly, honestly, and promptly with the manager and contributing to solutions, so that misunderstandings or disruption of morale are avoided, issues are clarified, concerns are resolved, and an optimum professional working environment is created and maintained as observed by the employee’s manager.

9. Promote an image of IT excellence and communicate effectively. (5%)

1. 1. Participates in arranged IT tours, visits, meetings, and consultations with HHSC Programs and direct service facilities so that IT’s impact on consumers, providers, and program employees is better understood by all IT staff as monitored by immediate supervisor.

1. 2. Seeks first to understand, speaks with one voice to customers, avoids blaming others in front of customers, and works in a spirit of cooperation and teamwork so that an image of excellence is promoted, and customer confidence is achieved as reported by IT customers, observed by peers and IT Directors, verified and validated by immediate supervisor.

1. 3. Demonstrates courtesy, tact, respect, and diplomacy in all verbal and written communications with associates, customers, and higher management allowing 1 to 2 valid complaints during a 12-month appraisal period as verified and validated by immediate supervisor.

1. 4. Reports crises, urgent, politically charged, sensitive or potentially contentious issues to the immediate supervisor in person, by telephone, or by e-mail the same business day of occurrence allowing no exceptions as monitored by the supervisor.

1. 5. Proofs work for technical accuracy (mathematical calculations, grammar, punctuation, complete sentences, format, correct form / template, etc.) and ensures 100% accuracy prior to release to higher management as revealed by supervisor’s observations.

1. 6. Proofs work for substantive accuracy (accurate, evidence-based facts, well-formulated, defendable concepts, professional, objective tone, etc.) as revealed by supervisor’s observations.

1. 7. Provides all recurring and other assigned reports by due date or requests extension at least 5 to 10 business days in advance allowing 1 to 2 exceptions per 12-month appraisal period as monitored by manager.

Knowledge, Skills, and Abilities (KSAs)

1. Knowledge of laws, rules, and regulations relevant to information technology in Texas.
2. Knowledge of the limitations and capabilities of computer systems, information technology equipment, applicable programming languages, computer hardware and software, and computer operating systems.
3. Knowledge of the Texas Project Delivery Framework.
4. Knowledge of the principles and practices of public administration and management.
5. Knowledge of Local Area Network (LAN) and Wide Area Network (WAN) technologies.
6. Knowledge of Voice, VoIP, voice mail and mobile device technologies.
7. Knowledge of data center operations.
8. Knowledge of server and operating system technologies, particularly Windows.
9. Knowledge of network and server monitoring technologies.
10. Knowledge of Microsoft Exchange and Outlook or comparable e-mail technologies.
11. Knowledge of standards and practices for Asset Management, including Texas Comptroller of Public Accounts requirements that govern annual physical inventories for state agencies.
12. Knowledge of industry standards and practices for Configuration Management, Technical Standards/Product Evaluation, and E-Discovery/Telepresence.
13. Knowledge of security standards applicable to infrastructure operations.
14. Skill communicating with varied levels of staff and end users to develop positive effective working relationships and to establish credibility, trust, and confidence.
15. Skill planning, prioritizing, organizing, assigning, and overseeing the work of others.
16. Ability to communicate effectively both verbally and in writing, to serve as a technical consultant to technical colleagues, to clearly and accurately document relevant issues, and to prepare accurate, concise, reliable reports.
17. Ability to test, implement and/or oversee fixes and/or upgrades on independent or interdependent infrastructure components, environments, and systems.
18. Ability to contribute to teamwork and unit harmony.
19. Ability to accept suggestions for improvement and take steps to continuously improve one’s own performance and conduct.
20. Ability to keep current on technical developments in the industry.
21. Ability to manage one’s own workload and the workload of the area and delegate work to appropriate staff.
22. Ability to establish quality control methods that promote high quality work.
23. Ability to self-evaluate and continuously improve one’s own knowledge, skills, and abilities.
24. Ability to use Microsoft Office, including Excel, Internet Explorer, Outlook, PowerPoint, Word and/or Visio.
25. Ability to use Dell or IBM personal computers and laptops released by manufacturers within the last four years.
26. Ability to work under pressure and successfully manage multiple overlapping deadlines.
27. Ability to produce accurate, high-quality results.

Registrations, Licensure Requirements or Certifications

Microsoft, A+ Preferred

Initial Screening Criteria:

Bachelor’s degree in computer science, computer information systems, management information systems or related field. Education and full-time paid work experience may be substituted on a year-for-year basis.

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, including operating systems, browsers, cabling, LAN/WAN networks, telecommunication devices (i.e. switches and routers) and IT utilities and tools.

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.

Additional Information:

N/A

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

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.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS 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 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.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.