TDHCA - Technical Support Team Lead

Austin, TX, United States

Job Description

Information Systems Division

GENERAL DESCRIPTION :

Performs complex (journey-level) computer systems analysis work and Technical Lead for Help Desk staff.In a small agency this multirole position requires versatility and competency in several IT domains of knowledge.Work involves testing new software products and release version; assisting with studies and system implementations including performance; providing on-on-one training, troubleshooting basic hardware and software problems, assisting staff with hardware and software problems, and maintaining data related to computer problems.

Works under limited supervision, with considerable latitude for independent judgment.Ability to take initiative to acquire new skills and work assignments is highly encouraged and desirable. May require travel and working in excess of 40 hours per week.

ESSENTIAL JOB FUNCTIONS:

Supports migration to new operating system levels and application upgrades.

May provide server OS support, including but not limited to patching, upgrades, administration, configuration, and installation of server components/applications.

Works with software developers, managers, and Information Security Officer to review, evaluate, and prioritize vulnerability findings.

Installs, configures, maintains, and administers operating systems, applications, and data.Configures and provides automation support and maintains user systems using SCCM and other tools.

Coordinates and completes the setup and maintenance of computers, printers, monitors, and software and office equipment for agency employees.Provides help desk support for agency users and responds timely to incident and problem calls/tickets.

Assists with reviews, recommendations, and procurement of information technology hardware or software.

Coordinates with other TDHCA divisions or agencies concerning the implementation of new systems, administration of agency policies and procedures, and scheduling of technical support activities.

Manages user access, authentication, and access control systems to ensure appropriate access has been granted to system applications, software, and file shares.

Responsible for mobile devices using MDM software.

Maintains the agency IT and office equipment inventory and serves as the agency contact point on IT operational issues.

Identifies and corrects hardware, software, and user application problems, document the fix, and provide information to staff.

Serves as a team lead providing direction to others.

Creates desk manuals or how-to documents and periodically updates existing operating procedures.

Attends work regularly in compliance with agreed-upon work schedule.

Complies with all agency policies and procedures, including those pertaining to ethics and integrity.

Performs related work as assigned.

Qualifications:

EDUCATION/EXPERIENCE: Required: Four years of work experience in system administration and user support work.

Preferred: Graduation from an accredited four-year college or university in computer science, computer information systems, or management information systems may be substituted for two years of work experience in systems administration/support work.

Preferred: Experience with Microsoft Azure, Office365 and SCCM.

Preferred: Experience with Cisco devices.Basic knowledge of VLANs, routing, locating devices on the network, troubleshooting physical and link layers.

KNOWLEDGE, SKILLS AND ABILITIES: Knowledge of personal computer hardware and software.

Proficient in administration and configuration of SCCM (System Center Configuration Manager).

Knowledge of Service Level Agreements and Issue Tracking software/applications.

Knowledge of troubleshooting and repairing IT related hardware and software.

Ability to translate technical and industry terms into non-technical language for training and orientation.

Skill in installing and maintaining Windows Operating systems, Active Directory and Microsoft Office Suites.

Ability to organize and prioritize work.

Strong written and verbal communication skills with the ability to work in a team environment.

Knowledge of the practices, principles, and techniques of computer operation; information systems; computer software and hardware; information security policies and procedures; and technical support environments.

REGISTRATION OR LICENSURE: Preferred :CompTIA Certified (A+, Network+, Security+)

Preferred :Microsoft Certified

Preferred :ITIL v4 Certified

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 non-smoking 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 18-26, 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.