IRM Reg Tech Sys Supp Spec III
Texas Department of Family and Protective Services - Austin, TX

This job posting is no longer available on Texas Department of Family and Protective Services.

IT Logistics Technician is selected by, and responsible to, the Information Technology Director of Field Operations. The person selected for the position will provide direct support to employees across the state and will maintain documentation as prescribed by current policies and procedures. This support will include, but is not limited to; Purchasing of software, processing software for testing, verifying and reporting software compliance, shipping and receiving, asset management, monitoring and processing email from a variety of mailboxes, warehouse support, processing service request work orders from an assigned queue, special reports, and special projects The person selected will communicate routinely with members of the IT Operations Teams across the state, with inter-agency counterparts in other Regions and State Office, and with outsourced service providers to provide cohesive customer service to all employees in their area of responsibility. This position may require occasional after hours and weekend work in response to emergencies or special projects.

Essential Job Functions:
  • Assists in the planning and implementation of Information Technology initiatives, including site moves, Moves/Adds/Changes (MAC process) and enterprise changes to PC images and platforms
  • Establishes and ensures that appropriate compliance and security controls over software are maintained
  • Recommends procurement of information technology equipment and software
  • Monitors vendor compliance with contractual duties and reports performance scores regularly; escalates issues of non-performance through specified channels
  • Works in concert with the Customer Service Center and outsourced vendor technical staff to provide optimum customer service; either personally assists agency employees with hardware/software functionality issues or refers the issue to the appropriate department for resolution
  • Monitor and follow up of trouble tickets with other support staff and vendors; Remote access troubleshooting
  • Participates in special projects and offers solutions to support operational standards and procedures
  • Participates with the other components of Information Technology Operations Team to coordinate support provided for employees: procurement, facilities planning & maintenance, and computer assistance; and providing backup support to areas within the unit as required and directed by the Information Technology Logistics Manager
  • Develops and prepares correspondence, instructions, documentation, and processes for staff
  • Performs other duties as assigned to maintain unit operations
  • Promotes and demonstrates appropriate respect for cultural diversity among co-workers and all work-related contacts.
  • Promotes and conforms to all security policies and procedures; Customer education on security and use
  • Participates in an overall program of asset management
  • Attends work regularly in accordance with agency leave policy
Knowledge Skills Abilities:
  • Knowledge of the practices, principles, and techniques of computer operation; of information systems; of computer software and hardware; of information security policies and procedures; of local and wide area networks; and of the management of information systems
  • Skill in the use and support of personal computers, in the use of applicable programs and systems, and in troubleshooting information systems
  • Skill in establishing and maintaining effective working relationships
  • Skill in effective verbal and written communications of technical information to technical and non-technical staff
  • Skill in Microsoft Office applications
  • Ability to work evenings, weekends, either pre-planned or on-call
  • Ability to interact with all levels of staff
  • Ability to work independently in a fast-paced environment
  • Ability to prioritize and manage heavy workloads
  • Ability to learn and apply new technology
  • Ability to travel up to 15%
  • Ability to lift heavy equipment (between 40-60 pounds)
Registration or Licensure Requirements:
Initial Selection Criteria:
  • Graduation from a standard senior high school or equivalent, supplemented by courses in computer science, is generally preferred
  • Two years full time experience in the use and support of personal computers, in the use of applicable programs and systems, and in troubleshooting information systems
  • Ability to work overtime, evenings, weekends, either pre-planned or on-call
  • Ability to travel up to 20%
  • Ability to lift heavy equipment (between 40-60 pounds)
Acceptable Substitutions: • Graduation from computer-related technical/vocational school, or sixty semester hours from an accredited four-year college or university may be substituted for the required experience

Additional Information:
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.