Job/Position DescriptionThe Information Technology Systems Support Specialist II Performs 1st level complex computer systems support work. The job of the ITSSS II work involves providing deskside/onsite customer support for agency information technology systems and operating connected office equipment in a Local, and Wide Area network environment. Follows all general job guidelines. Occasionally trains other team members, and regularly supports, configures, and trains customers as required on software specialized to their required needs. Works under general supervision, with moderate latitude for the use of initiative and independent judgment.Remote (telework) Work Policy: Candidates understand the nature of IT deskside/onsite support as described and will not be provided remote work opportunity until after a 6-month probationary period ends and employee is retained to continue with HHSC IT. After which time only two days a week will be allowed to remote work (Tuesday/Thursday). Candidates understand that remote work is a privilege and may be withdrawn at any time in addition to occasional Tuesday/Thursday scheduling of customer support may be required. There are no exceptions to this policy.Essential Job FunctionsThe IT Systems Support Specialist II serves as a front-line technical support for local and remote personnel providing technical support for specialized and other workstation hardware, software, and connectivity to network or telecommunications systems. Works making appropriate documentation updates within the Remedy system to help ensure conformity of other technical issues in a timely manner and according to Service Level Agreement (SLA) standards. Working closely with IT leads, management, and other team members, perform standard desktop support, troubleshoot, and resolve computer-related problems. Sets up specialized equipment for employee use and performs or ensures proper installation of cables, operating systems, or specialized software. Installs, maintains, moves, and assists in testing and upgrading new and existing hardware or software. Provides customer service and answers user inquiries regarding specialized computer software, hardware operation, and the use and interface of systems and software applications. Install, monitor, and maintain hardware providing Local Area network (LAN) services. Assist in support of Wide Area Network (WAN) equipment and services. Hardware support includes cable, hub/switch installations, limited router support, and related physical and logical structures. Monitor performance of the LAN network to ensure optimum connectivity is maintained. Another key role of the ITSSS II is to respond to all malware and/or virus reported incidents and work with CSOC team if needed. Performs limited active directory duties, such as the addition of computers to the network and establishment of rights and privileges, and other functions as indicated as agency responsibilities. Install and maintain hardware and software on Standard Desktops, Laptops, Windows Tablets, Mobile Network Tablets, and High-End Workstations and other systems as assigned. Maintain security patch levels, connectivity, and sufficient security software and protections as needed to enable customers to adequately perform their responsibilities safely. Perform limited instruction and user support for customer staff and/or local partner agencies, on available network, data and telecommunications hardware, application software, utilities, and procedures. Instructs customers, in gr https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=597073 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.