Job/Position DescriptionPerforms advanced (senior-level) systems administration work, performing daily monitoring of service and problem tickets to respond and resolve tickets within established Service Level Agreement (SLA) time frames. Performs advanced maintenance tasks to ensure the optimal performance and reliability of computer systems. Set up and configure computer systems including hardware components, operating systems, and network settings. Install, upgrade, and manage system software including operating systems, applications, and utilities. Oversee and provide guidance to diagnose, troubleshoot and resolve complex problems and system issues including hardware failures, software errors, telecommunication issues and network connectivity problems. Maintain and track hardware inventory, provides updates on hardware needs and available assets. Assists with new and surplus equipment requests, returns, and deployments. Maintains disaster recovery plans to ensure data integrity and system availability. Provides technical assistance to end-users, troubleshoot user problems, and addresses system-related queries. Creates and maintains accurate documentation of system configurations, procedures, and troubleshooting steps. This is a lead role, providing direction and guidance to others. Required to act as a point person during the manager's absence. Leads projects to completion and assists with leadership goals. Adheres in accordance with HHSC (Health and Human Services Commission) Guiding Principles and the universal expectations of personal responsibility, works under minimal supervision, with considerable latitude for the use of initiative and independent judgment. This position is classified as a full-time position (40 hours a week). Work outside of regular hours and Travel to other work locations as required.Required to carry a state provided cellular phone 24x7 and may be called upon to work outside of normal business hours to sustain operations or complete urgent assignments.May serve as backup to SSLC IT Area Manager. Performs other duties as assigned to maintain IT operations. Essential Job FunctionsProvides advanced (senior level) technical and customer service support for local and remote staff to support PC workstations, hardware, software, applications, operating systems, and connectivity to network, servers and telecommunication systems. Monitors service requests and problem ticket queues to assign, respond, and resolve tickets within established Service Level Agreement (SLA). Oversees and provides guidance in troubleshooting and resolving complex problems, technical issues and customer service requests and tasks in a timely manner and according to Service Level Agreement (SLA) standard time frames. Works closely with other team members and support groups including vendors to ensure timely response and resolution to requests for assistance. (20%)Interprets and solves problems, coordinates, plans, and schedules the installation of new or revised systems and assist to define business process requirements to perform installations, configurations, tests, problem resolution, and maintenance of computer systems hardware, software, applications, operating systems, servers, and related components, equipment and provides automation solutions and systems to meet business requirements. Conducts product evaluations of upgraded or new hardware, software, applications, and related systems to identifying strengths, weaknesses, and potential benefits to the agency. (2 https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=619298 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.