Network Specialist III

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

About the position

Ensure adequate staffing for IS SSLCs to sustain operations, communicate job requirements to employees and evaluate their performance.
Communicates assignments and deadlines clearly and effectively to ensure SSLC IT staff are successful in providing customer services.
Counsels and advises staff as necessary following guidelines in the HHSC Human Resources Manual and HHSC SOPs.
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.
Meets with non-probationary staff at least once a quarter to review their performance standards.
Responds to after-hours support calls while serving in an on-call rotation schedule.
In the event of an emergency at an SSLC, ensures that adequate on-site staffing is available to address the situation.
Develop employee skills and build depth of expertise to position unit for technology changes and staff turnover.
Ensures succession planning so that every essential IS SSLC position has a primary designee, and a secondary and tertiary backup.
Ensures resources are appropriately trained and assigned to projects or tasks based on skill sets and knowledge of SOPs.
Maintains technical expertise on hardware, software, network configurations and peripherals.
Monitor and control IS SSLC functions to optimize efficiency and effectiveness.
Reviews work schedules and approves or denies planned leave requests.
Ensures that all work performed by IS SSLC staff is approved in advance and tracked for response time and backlog.
Establishes expectations and oversees compliance with IT SOPs for IS SSLC staff.
Coordinates and collaborates with the HHSC ISO on routine patch deployments, product evaluations, security incidents.
Plan, organize and execute IS SSLC functions to achieve established performance measures.
Oversees and performs technical support for all HHSC infrastructure.
Assigns tickets to other staff, ensures appropriate contact information and work in progress is documented.
Trains and guides SSLC IT staff to comply with approved policies, procedures and standards.
Guides staff so that infrastructure supported by the SSLC IT staff are down no more than 2-4% of available business hours.
Coordinates with SSLC Area Manager to plan and schedule training for support staff.
Monitors metrics for team and each individual employees daily and takes corrective action.
Ensures that 98%-100% of help desk tickets are assigned, acknowledged, triaged, and diagnosed within 1 business day.
Ensures the average turnaround time for resolving and closing help desk tickets is 3 business days or less.
Participates in IS task force to resolve and close the backlog.
Ensures that after a deployment, no HHSC infrastructure supported by the SSLC IT staff is down more than 2 to 4 hours.
Ensures that daily ticket queues are reviewed, documented and need for corrective action is escalated.
Ensures customer satisfaction with IT services by conducting post-resolution follow up.
Schedules infrastructure support assignments to meet project deadlines.
Establishes and enforces procedures so that HHSC and IT meet the 99%-100% assets found threshold.
Ensures cabling infrastructure changes are documented and shared with the IS Director.
Monitors LAN devices and maintains overall health of the network.
Serve as Subject Matter Expert (SME) on approved Infrastructure Projects.
Monitors and evaluates SSLC network performance, establishes network performance measures.
Analyzes existing agency and unit procedures and technical systems and makes recommendations for improvement.
Work with customers to analyze technical problems and procedures to devise optimal solutions.
Comply with all Federal, State, and agency laws, rules, policies, and procedures.
Contribute to teamwork and unit harmony.
Promote an image of IT excellence and communicate effectively.

Bachelor's degree in computer science, computer information systems, management information systems or related field.
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.
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.