Field Services Technician - Systems Administrator (DALLAS, TX)

Brief Job Description: 

Performs 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. FST is responsible for monitoring the incident 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 (EJFs): 

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.  

Adheres to all Texas Department of Family and Protective Services HR policies and performs related work as assigned that includes 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 and Abilities (KSAs): 

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

• 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 using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems., and other system administration tools; and to communicate effectively. 

• 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: recognize, analyze, and resolve complex technical issues; to learn and use network management, administration 

• 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 up to 35% of work time. 

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

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

Registrations, Licensure Requirements or Certifications: 

Preferred: CompTIA A+ certification.    

Initial Screening Criteria: 

This position can be filled at any level from Field Services Technician to Field Services Engineer. Factors such as education, experience, and obtained certifications may be considered when establishing the starting salary and certification level.  

Field Services Technician (Systems Administrator II): 

• Graduation from high school or equivalent.  

• Minimum 12 months experience in systems administration or IT helpdesk type work including:   

• Experience in performing routine, journey-level systems administration work under moderate supervision, with limited latitude for the use of initiative and independent judgement. 

• Experience working directly with computer hardware or software, including installation, maintenance, and data recovery. 

• Experience installing and updating software, managing an agency’s servers, and resolving problems with computer systems. 

• Familiar with evaluating and optimizing a system for effective performance, adding users to networks, managing desktop and mobile equipment and providing routine automation. 

• Graduation from a technical college or post-secondary educational program; or completion of college-level technical courses, preferred. Education and experience may be substituted for one another.  

 Field Services Specialist (Systems Administrator III): 

• Minimum of 24 months experience as a Field Services Technician (Systems Administrator II). 

• Experience in performing complex, journey-level systems administration work under general supervision, with moderate latitude for the use of initiative and independent judgement. 

• Completion of the DFPS Field Services Specialist Certification Requirements. 

Field Services Engineer (Systems Administrator IV): 

• Minimum of 36 months experience as a Field Services Specialist (Systems Administrator III); 

• Experience in performing highly complex, senior-level systems administration work under limited supervision, with considerable latitude for the use of initiative and independent judgement. 

• Completed the DFPS Field Services Engineer Certification Requirements. 

Additional Information: 

Applicant must be able to lift 40-60lbs of equipment and work flexible work schedules including weekends