Job DescriptionInformation Systems Division
It is important that your application be complete and thorough. To facilitate review of your qualifications, please include all information requested, e.g. education, experience, previous compensation, reasons for leaving, and other information do not leave any field blank. Incomplete applications are subject to rejection. This system also allows you to attach supporting documents such as transcripts, certifications and/or licensure, and any other required documents with your application. Notifications are sent electronically to the email address you provide. Resumes will not be accepted in lieu of your online application. GENERAL DESCRIPTION:
Performs complex (journeylevel) computer systems analysis and technical support work in the implementation, maintenance, and use of automated systems, computer equipment, server software and applications, network devices, and security software.
Work involves testing new software products, application updates, and release versions; assisting with system studies, implementations, and performance evaluations; providing oneonone technical training; troubleshooting hardware, software, and application problems; and maintaining documentation and data related to computer systems and technical support activities. May assist with server and enduser operating systems, software applications, messaging platforms, endpoint management, network infrastructure including switches and firewalls, and other information technology functions.
In a small agency, this multirole position requires versatility and competency across several IT domains and the ability to adapt to changing technology, systems, and organizational needs. Ability to take initiative in acquiring new technical skills, assuming new work assignments, researching solutions, and applying independent judgment to resolve problems is highly encouraged and desirable. May train and provide technical guidance to others.
Works under general supervision with moderate latitude for the use of initiative and independent judgment. May require travel and working in excess of 40 hours per week.
This is an inoffice/onsite position located in Downtown Austin, TX.
SPECIFIC JOB RESPONSIBILITIES: - Utilizes TDHCA s help desk system to provide advanced technical support, troubleshooting, and instruction to agency staff regarding hardware, software, operating systems, applications, and other information technology resources. Serves as a secondtier technical escalation point for issues requiring advanced troubleshooting or systemslevel analysis.
- Installs, configures, maintains, and troubleshoots server operating systems, server applications, and related services. Assists with the administration and maintenance of physical and virtual server environments.
- Assists with the administration, maintenance, and troubleshooting of network infrastructure, including network switches, firewalls, and related network devices. Serves as a backup resource for network administration and assists with identifying and resolving network connectivity and performance issues.
- Assists with routine backup, recovery, and archival operations for files and systems stored on the agency network. Assists with troubleshooting backup and recovery issues and verifying the successful completion of backup processes.
- Performs general email system administration, including account management, troubleshooting mail delivery issues, spam filtering, email security software, and other emailrelated services.
- Conducts product evaluations and testing of new software, hardware, system updates, and upgrades to existing technology. Assists with determining compatibility, functionality, performance, and potential impact to agency systems and users.
- Advises users regarding technologyrelated requirements and analyzes user needs, problems, and existing processes to make recommendations regarding software, hardware, system functionality, and the efficient use of information technology resources.
- Assists with the evaluation, review, and recommendation of information technology hardware, software, and related products for procurement. Assists with testing and evaluating products to determine suitability for agency use.
- Coordinates with other agency sections, state agencies, vendors, and technical support personnel concerning the implementation and maintenance of information technology systems, administration of agency policies and procedures, and scheduling of technical support activities.
- Analyzes existing technical procedures and processes for efficiency and effectiveness and recommends or implements new and revised methods to improve service delivery and meet agency technology needs.
- Analyzes technical problems, develops logical descriptions of issues, research potential solutions, and implements or recommends appropriate resolutions. Escalate issues to higherlevel technical resources or vendors when appropriate.
- Creates, maintains, and updates knowledge base articles, technical documentation, procedures, and other resources for use by the technical support team and agency staff.
- Provides technical guidance and assistance to other technical support staff on complex hardware, software, operating system, server, application, and networkrelated issues.
- Assists with system implementations, technology projects, and other technical initiatives, including planning, testing, implementation, documentation, and postimplementation support.
- Performs other duties as assigned.
EDUCATION/EXPERIENCE: - Graduation from an accredited fouryear college or university with major course work in computer science, computer information systems, or management information systems. Related experience may be substituted for education on a yearforyear basis.
- Two years of work experience in help desk, systems administrator or network administration work.
KNOWLEDGE, SKILLS AND ABILITIES: - Knowledge of the limitations and capabilities of computer systems and of the principles, practices, and techniques used in the analysis, implementation, administration, and support of automated and nonautomated systems.
- Knowledge of the practices, principles, and techniques of computer operation; information systems; computer software and hardware; server operating systems; virtualization environments; information security policies and procedures; network infrastructure; data communications; and help desk and technical support environments.
- Skill in analyzing and troubleshooting complex technical problems and determining appropriate solutions through research, testing, and independent analysis.
- Knowledge and skill in the use and administration of Windows operating systems, including Windows desktop and server environments, Microsoft 365, virtualization technologies, network infrastructure, and related enterprise technology.
- Strong communication skills, including the ability to communicate complex technical information clearly and effectively and to interact in a professional and courteous manner with agency staff, technical personnel, vendors, and other stakeholders.
- Ability to analyze systems, procedures, and technical problems; identify and evaluate alternative solutions; and implement or recommend appropriate methods to improve the efficiency and effectiveness of information technology systems.
- Ability to research and learn new technologies, acquire new technical skills, and adapt to changing technology, systems, and organizational requirements.
- Ability to document technical information, write and revise standards, procedures, knowledge base articles, and other technical documentation.
- Ability to provide advanced technical support and training to agency staff and provide technical guidance and assistance to other technical support personnel.
- Ability to exercise initiative and independent judgment, prioritize and manage multiple assignments, and work effectively with limited supervision.
- Ability to establish and maintain effective working relationships with agency staff, technical personnel, vendors, and other stakeholders.
REGISTRATION OR LICENSURE: - Preferred: CompTIA Certified (A+, Network+, Security+)
- Preferred: Microsoft Certified (Any product or aspect)
- Preferred: Certification from other security related organizations
PHYSICAL REQUIREMENTS: - Typical office work environment.
- Must be able to use computer for long periods of time.
- Must be able to lift and carry up to 50 pounds.
OTHER :
Must be willing to work in a nonsmoking environment and adhere to all applicable Department policies and procedures. Must be willing to work overtime if necessary, which may include nights and weekends. Must attend work regularly and adhere to approved work schedule.
IMPORTANT INFORMATION FOR THE CANDIDATE: Official transcripts or other minimum requirement validations will be requested of final applicants.
Criminal background checks will be conducted before an offer of employment is extended.
We fully recognize, honor and enforce the Uniformed Services Employment and Reemployment Rights Act (USERRA) and encourage opportunities to hire Veterans, Reservists and Guardsmen.
Males born on or after January 1, 1960, between the ages of 1826, will be required to present proof of Selective Service System registration on the first day of employment or proof of exemption from Selective Service registration requirement.
The U.S. Immigration Reform and Control Act of 1986 requires new employees to present proof of identity and eligibility to work in the United States. Failure to provide this information within the required timeframe will result in the offer being rescinded.
Thank you for considering employment at the Texas Department of Housing and Community Affairs! The Texas Department of Housing and Community Affairs is an Equal Employment Opportunity employer.
