The Network Specialist III position provides customer support to state office staff in the areas of Information Technology. This position carries out job duties under the direction of the Director of IT Field Operations with guidance from management staff in the State Office of Operations and Customer Support Division of IT. This position focuses on using customer support systems to assist state office staff in performance of their duties. It is also responsible for coordination of vendor-contracted services for these customer support systems, including both commercial and interagency agreements. The position works under general direction with considerable latitude for the exercise of initiative and independent judgment. Strong leadership and independent decision-making skills are required for planning, developing and maintaining technology-related policies and procedures across geographic area of the state. The RMIT performs advanced work overseeing activities associated with the Department of Family and Protective Services such as inventory, voice and data environment for the several regions, including oversight of contracts maintained by the agency over these functions. The position ensures that the technology environment meets the needs of both agency and community initiatives.
Essential Job Functions:
Functions as the single point of contact for DFPS IT representation. Manages asset management, automation/telecom/cabling activities and provides technical support for state office staff. Provides strong leadership in special project workgroups and evaluates research findings that result in improvements to customer support systems; documents and recommends options that include risk assessment, optimum benefits, and required resources; develops action plans for implementation. Promotes and conforms to all program security policies and procedures, participates in and administers an overall program of asset management and change management; provides customer authorized access to the DFPS Network and/or databases and applications. Performs contract management and service level monitoring of outsourced voice and data network services. Plans, coordinates, implements, provide project management, and monitors vendor performance during the statewide implementation and integration of IT initiatives. Coordinates or participates in staff relocations and infrastructure changes by providing technical planning and initiatives. Reviews and evaluates information on customer support systems and methods, outputs, and activities in order to identify gaps in resources and processes to recommend improvements; provides consultative services to determine trends and resolve technical problems; assists in implementing procedural and policy changes, occasionally including training others on LAN/Telecom activities. Participates in testing new technologies that support Program Service Delivery at the direction of State Office of Operations and Customer Support Division research and development staff. Performs other duties as assigned to maintain unit operations, including, but limited to, preparing correspondence, instructions, and documentation for staff. May assist outside the unit as directed. Promotes and demonstrates appropriate respect for cultural diversity among co-workers and all work-related contacts. Attends work regularly in accordance with agency leave policy.
Knowledge Skills Abilities:
Knowledge of LAN\WAN technology, Microsoft products ie Excel, asset management and current hardware technology ie: tablets
Skills in planning, prioritizing, managing and completing IT projects, working with other IT staff and possessing leadership skills to successfully accomplish IT goals and assignments.
Ability to complete projects and assignments. Ability to handle multiple assignments and work under pressure. Ability to communicate in verbally and in writing and the ability to effectively manage\ monitor the Service Center ticket queue on a daily basis
Registration or Licensure Requirements:
Initial Selection Criteria:
Applicant should have experience in managing and planning IT projects.
Graduation from high school or equivalent. Ninety semester hours from an accredited four-year college or university. Three years full-time experience with Microsoft Active Directory, local or wide area networks, server products, network concepts, or technical analysis experience in DFPS. Acceptable Substitutions: One additional year full-time experience with Microsoft Active Directory, local or wide area networks, computer programming or technical analysis experience in DPFS experience may be substituted for the required education on a year for year basis. Must be able to work flexible work schedules including weekends and holidays. Must be able to travel 35% of time at times with minimal advance notice.
In compliance with the Americans with Disabilities Act (ADA), HHS 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.