SSLC IT Technical Support Specialist

Texas Health and Human Services Commission; Austin (TX); On-site; USD 50,000 - 66,000; Full time

Benefits offered by this job

100% paid employee health insurance

Defined benefit pension plan

Generous time off

Job summary

Texas Health and Human Services Commission (HHSC) in Austin, TX, seeks an SSLC IT Technical Support Specialist to handle Windows desktop support, ADR tasks, and ticket-based IT services.

The role requires strong customer service and technical skills, with focus on SLA performance, systems troubleshooting, documentation, and collaboration with cross-functional teams at HHSC.

Qualifications

• Three years’ experience supporting Windows desktop operating systems in a local or wide area network environment.
• Experience providing end-user support for PC hardware and peripherals in a LAN/WAN.
• Experience in Active Directory environments and trouble-ticket systems (Remedy/ServiceNow) is preferred.

Responsibilities

• Provide technical and customer service support for local and remote staff to support PC workstations, hardware, software, and connectivity to network and telecommunication systems (SLA adherence).
• Monitor ticket queues and assign, respond, and resolve tickets within SLA timeframes; maintain equipment deployments and updates.
• Create and maintain documentation of configurations, procedures, and troubleshooting steps; assist with project completion and status reporting.
• Assist in testing of new hardware/software, and provide user training on available tools and features.
• Support disaster recovery planning and unexpected outages to ensure data integrity and system availability.

Skills

Windows desktop support

Active Directory

Trouble ticket systems

Network troubleshooting

Customer service

SLA management

Education

A+ Certification

ITIL

Tools

Microsoft Endpoint Configuration Manager

Job description

Career Opportunities: SSLC IT Technical Support Specialist (23136)

Posting ID23136-Posted11/05/2026-Health & Human Services Comm-Hlth & Specialty Care Sys SSLC-Computer and Mathematical-b. $3000 - $4999 per month

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage .

Functional Title:SSLC IT Technical Support Specialist
Job Title:Network Specialist III
Agency:Health & Human Services Comm
Department:Hlth & Specialty Care Sys SSLC
Posting Number:23136
Closing Date:01/04/2027
Posting Audience:Internal and External
Occupational Category:Computer and Mathematical
Salary Range:$4,523.16-$5,888.50
Pay Frequency: Monthly
Salary Group:TEXAS-B-21
Shift:Day
Additional Shift:None
Telework:
Travel:
Regular/Temporary:Regular
Full Time/Part Time:Full time
FLSA Exempt/Non-Exempt:Exempt
Facility Location:
Job Location City:AUSTIN
Job Location Address:2203 W 35TH ST
Other Locations:None
MOS Codes: 0605,0620,0630,0631,0639,0670,0699,0784,1721,1723,1799,2611,2659,5974,6694,17C,17C0,17DX,17S,17SX
181X,182X,18E,1B4X1,1D7X1,1D7X3,1N2X1,255A,255N,255S,255Z,25B,25D,25H,25U,25X,26A,26B,26Z,35T,514A
5COX1D,5C0X1N,5C0X1S,681X,682X,781X,782X,CTI,CTM,CTT,CWT,CYB10,CYB11,ET,ISM,IT,ITS

Performs routine (journey-level) systems administration work involving daily monitoring of service and problem tickets to respond and resolve tickets within established Service Level Agreement (SLA) time frames.

Performs regular 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.

Diagnose and resolve 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.

Completes 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. Acts as a lead as needed. Guide others. Acts as a point person during the manager's absence. Assists with project management completion goals. Adheres in accordance with HHSC (Health and Human Services Commission) Guiding Principles and the universal expectations of personal responsibility, works under moderate supervision, with limited 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. Performs other duties as assigned.

Essential Job Functions (EJFs):

Provides technical and customer service support for local and remote staff to support PC workstations, hardware, software, and connectivity to network and telecommunication systems. Monitors service requests and problem ticket queues to assign, respond, and resolve tickets within established Service Level Agreement (SLA). Completes new and surplus equipment requests, returns, and deployments. Resolves other technical and customer service-related issues 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. (30%)

Provides user support and training in the use of available hardware, software, and utilities. Installs, upgrades, and manages system software including operating systems, applications, and utilities. Performs regular maintenance tasks to ensure the optimal performance and reliability of computer systems. Serves as contact for remote network locations to obtain clarification on problems and resolutions. Educates users on new or less frequently used features of existing products. Keeps current on all work-related technologies and Operating System environments and required training. Stay updated with the latest advancements in system administration, technologies, and security best practices. Creates and maintains accurate documentation of system configurations, procedures, and troubleshooting steps. (20%)

Assist in project and assignment completion goals. Keeps team and leadership informed of the status of projects and work-related assignments. Ensures timely updates on project and assignment related tasks in the format requested. Take ownership of assigned tasks, works independently with general supervision, and demonstrates initiative in problem-solving. (20%)

Completes testing of new hardware, software, peripheral equipment, and cellular devices. Conducts product evaluations of upgraded or new hardware and software; identifying strengths, weaknesses, and potential benefits to the agency. (10%)

Other Duties: Assists in responding to public health needs including but not limited to, disease outbreaks, biological, environmental, and weather emergencies; maintains disaster recovery plans to ensure data integrity and system availability, acts as a point person during the manager's absence, and performs other related duties as assigned (marginal functions). (20%)

Knowledge, Skills and Abilities (KSAs):

Knowledge of personal computer hardware and software.
Knowledge of network operating systems and security software.
Knowledge of MECM (Microsoft Endpoint Configuration Manager).
Knowledge of Service Level Agreements (SLA).
Knowledge of troubleshooting and repairing IT (Information Technology) related hardware and software.
Skills in verbal and written communication.
Skilled in installing and maintaining Windows Operating systems, Active Directory and Microsoft Office Suites.
Ability to create and maintain technical and process documentation.
Ability to translate 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, 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 (Health and Human Services) Guiding Principles, Code of Ethics, and Universal Expectation for Personal Responsibility.

Registrations, Licensure Requirements or Certifications:

A+ Certification Preferred
International Technology Infrastructure Library (ITIL) Preferred

Initial Screening Criteria:

Three years’ experience in supporting Microsoft Windows desktop operating system in a local or wide area network environment.

Experience in technical support to end users in support of personal computer hardware and peripherals in a local or wide area network environment.

Experience working in an Active Directory environment, is preferred.

Experience working in a trouble ticket resolution environment and using a trouble ticket system similar to Remedy, Helix, ServiceNow, is preferred.

Education from an accredited college or university with major course work in computer science, computer information systems, management information systems, or related field may be considered as a substitution for work experience on a year-for-year basis.

Additional Information:

All applicants must pass: pre-employment drug screen, fingerprint criminal background check, and Client Abuse/Neglect Reporting System (CANRS), Employee Misconduct Registry and Nurse/Aide Registry checks.

All State Supported Living Center employees are subject to Random drug testing.

All applicants must be at least 18 years of age to be considered for employment at a state-operated facility.

Flexibility in work hours may be required for this position. The position may be required to work overtime and/or extended hours.

Active Duty, Military, Reservists, Guardsmen, and Veterans :

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited tothose listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions .

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS 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.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework. Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.