Field Services Technician

Dept of Family & Protectve Svc

Date: Nov 25, 2022
City: Austin, TX
Salary: $3,293 - $4,332 / month
Contract type: Full time
Dept of Family & Protectve Svc

Systems Administrator II - Field Services Technician

Performs entry-level systems administration work. Work involves assisting with the upkeep, configuration, and reliable operation of systems. Installs and upgrades computer components and system software. Works under close supervision, with minimal latitude for the use of initiative and independent judgment. The Systems Administrator job classification series is intended for employees that work directly with computer hardware and software, including installation, maintenance, and data recovery. Employees typically install and update software, manage an agency’s servers, resolve problems with computer systems, evaluate and optimize a system for effective performance, add users to networks, manage desktop and mobile equipment, and provide routine automation.

The Field Services Technician (FST) is a customer service focused position that provides direct support to agency employees within a specific geographic area supporting various computer devices including tablets, cell phones and network equipment. The FST is responsible for monitoring the incident and request queue daily, resolving incidents within service-level agreement timelines and participates in IT projects to refresh computer equipment. The FST promotes and conforms to all security policies and procedures.

Essential Job Functions:

Customer Support (65%) Supports agency staff within a specific geographic area with hardware, software, network, and mobile device functionality including move/add/change assignments; provides Tier 1 customer support for assigned area, and documents activities and incident resolutions.

Asset Management (15%) Maintains accurate inventory of agency computer equipment and completes all property inventory documentation.

Project Management and Support (10%) Assists in the planning and implementation of Information Technology Initiatives as related to changes in equipment, devices, network, and site movies.

Performs work as assigned (10%) handling service requests, troubleshooting technical issues, testing new equipment and software.? Updating inventory\project spreadsheets using Excel and other special assignments or activities as assigned.

Knowledge Skills Abilities:

Knowledge of systems administration; computer hardware and software configuration and troubleshooting; operating systems and applications; and basic Internet security administration.

Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems. Ability to recognize, analyze, and resolve complex technical issues; to learn and use network management, administration, and other system administration tools; and to communicate effectively.

  • Knowledge of the general practices, principles, and techniques of computer operation with major focus on mobile devices (i.e., tablets, laptops and cellular/smart phones).

  • Knowledge of networks, active directory, add/ delete network users, and agency security policies and procedures.

  • Skill in establishing and maintaining effective working relationships.

  • Skill in effective verbal and written communications of technical information to technical and non-technical staff.

  • Ability to prioritize and manage heavy workloads.

  • Ability to interact with all levels of staff and provide effective customer support.

  • Ability to work independently in a fast-paced environment.

  • Ability to operate a personal computer and software packages.

  • Ability to travel between office locations to support customers; travel up to 5% of work time.

  • Ability to work evenings, weekends, either pre-planned or on-call.

  • Ability to lift heavy equipment (between 40-60 pounds).

  • Registration or Licensure Requirements:

    Preferred: CompTIA A+ certification.

    Initial Selection Criteria:

    Graduation from high school or equivalent. 12 months experience in systems administration or IT helpdesk type work. Graduation from an accredited two-year college or university with major coursework in computer science, management information systems, or a related field is generally preferred. Education and experience may be substituted for one another

    Acceptable Substitutions: Education and experience may be substituted for one another

    Additional Information:

    MOS Code:

    25B, IT, 2621, 3D1X1

    As a state agency, DFPS is required Texas Administrative Code (TAC 206 and 213) to ensure all Electronic Information Resources (EIR) follow accessibility standards. The staff must be familiar with the WCAG 2.1 AA and Section 508 to create accessible content including but not limited to; Microsoft Office documents, Adobe PDFs, webpages, software, training guides, video, and audio files.

    HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

    In compliance with the Americans with Disabilities Act (ADA), HHS 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.

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