Network Specialist IV - Under the direction of the IT Customer Support State Health - Austin Metro Manager, performs advanced professional and complex technical work managing the development, implementation, and maintenance of a Local Area Network (LAN) and/or Wide Area Network (WAN). May supervise staff or provides input to the performance of IT personnel. Work involves computer installation, testing, maintenance, monitoring and enhancement; training of operation staff; and the operation of a Helpdesk. Work is performed under general direction with extensive latitude for the use of initiative and independent judgment.

Essential Job Functions:
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

(30%) Maintenance:
Maintains the LAN/WAN, inventories, and other related duties. Maintains the network physical and logical structures, including all network connections. Monitors service and problem tickets in order to respond and resolve tickets within established SLA timeframes. Maintains the operating system and security software utilized on the network, including the addition of new users to the system and establishment of trustee rights and privileges. Liaison with facilities, and IT management to coordinate outages. Directs the performance and verification of routine backups and archival of files stored on the network to assist in recovery efforts. Supports migration to new network operation system levels. Directs creation and updates for procedure manuals/documentation. Analyzes support statistics and other data and recommends and directs implementation of appropriate measures. Trouble-shoots extremely complex computer related problems. Responds to operating problems promptly, resolving each problem and referring to appropriate outside party as necessary. Coordinates service contract work with vendors. Maintains the files and services necessary for continued connection to Internet resources and ensures system integrity and performance.

(25%) New Hardware/Software:
Directs the installations and testing of software, routine maintenance, and implementation of vendor updates. Directs the evaluation of various hardware and software resources products, and upgrades identifying strengths, weaknesses, and potential benefits to the bureau and/or agency. Verifies software is kept secure. Verifies software licenses and monitors to insure licenses are used properly. Maintains sufficient proficiency with the software languages in use to enable implementation of proposed actions within deadlines.

(20%) Team Lead:
Train and supervise operations staff in the installation and maintenance of hardware and software. Train operations staff on policies and procedures for use. Develops and maintains staff routines and schedules to facilitate operation team activities. Responsible for the management of multiple file servers, database servers, and/or web servers. Develops rigorous functional and technical specifications for new systems procedures by preparing system diagrams, flow charts, decision tables, communication script formats, and other descriptive materials. Assists projects and/or sets projects priorities for immediate operations staff in accordance with management’s current objectives. Supervises and trains personnel in the installation, monitoring, and maintenance of hardware and software. Develops policies and procedures for use of network facilities, including network security. Prepares purchase requisitions and budget recommendations for network facilities which includes researching availability and pricing of software and hardware. Coordinates LAN/WAN design activities with other DSHS computer professionals. Maintains a current disaster recovery plan for the Bureau of Laboratories which is reviewed and updated annually. Maintains high proficiency with Windows, network protocols, LAN and WAN connectivity. Evaluates and recommends computer training for related staff. Directs the analysis, design, and implementation phases of hardware, software, and bureau equipment and instrumentation obtained from outside sources.

(20%) Customer Service:
Provides user support and training in the use of available hardware, software, and utilities. Serves as contact for remote network locations to obtain clarification of problems and resolutions. Educates users on new or less frequently used features of existing products.

(5%) Other duties as assigned include but are not limited to actively participating and/or serving in a supporting role to meet the agency’s obligations for disaster response and/or recovery or Continuity of Operations (COOP) activation. Such participation may require an alternate shift pattern assignment and/or location.
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Knowledge Skills Abilities:
Knowledge of personal computer hardware and software,
Knowledge of network operating systems and security software.
Knowledge of Active Directory.
Knowledge of SCCM (System Center Configuration Manager).
Knowledge of Service Level Agreements
Knowledge of troubleshooting and repairing IT related hardware and software
Skill in verbal and written communication
Skill in installing and maintaining Windows Operating systems and Microsoft Office Suites
Ability to translating technical and industry terms into non-technical language for training and orientation.
Ability to recognize, analyze, and resolve network problems, to train others, and oversee the work of others.
Ability to organize and prioritize work.
Ability to work in a team environment, as well as to recognize technical limitations and seek competent assistance when needed.
Ability to move computer / telecommunications equipment.
Ability to work more than 8-5, M-F.
Ability to adhere to HHS Guiding Principles, Code of Ethics and Universal Expectation for Personal Responsibility.

Registration or Licensure Requirements:

Initial Selection Criteria:
Experience supporting Microsoft Windows based desktop's or laptops in a local or wide area network

environment.

Experience working in a trouble ticket resolution environment, such as Remedy.

Experience in Active Directory.

Experience providing computer support.

Additional Information:
Req 567773

MOS Code:
Note: Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to: 25B, 25D, IT, 275, 0659, 3D0X2. All active duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.

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