System Support Specialist

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Functional Title: System Support Specialist
Job Title: Information Technology SS III
Agency: Health & Human Services Comm
Department: DDS - Program Admin
Posting Number: 22762
Closing Date: 11/10/2026
Posting Audience: Internal and External
Occupational Category: Computer and Mathematical
Salary Range: $4,425.42 - $5,921.25
Pay Frequency: Monthly
Salary Group: TEXAS-B-18
Shift: Day
Additional Shift: Days (First)
Telework: Not Eligible for Telework
Travel: Up to 10%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Nonexempt
Facility Location:
Job Location City: AUSTIN
Job Location Address: 6101 E OLTORF
Other Locations:
MOS Codes: 0633,2631,6694,1N2X1,255A,25B,35T,94F,CT,CTM,CYB10,CYB11,ET,ISM,IT,ITS

Brief Job Description:

The Disability Determination Services (DDS) System Support Specialist (SSS)/IT Support Specialist III is selected by the DDS Unit Manager with the approval of the SMS Director. Works under general supervision with moderate latitude for the use of initiative and independent judgment.

Under general supervision by the DDS Unit Manager, performs system support work to provide hardware and software support to approximately 1,000 customers in DDS offices in Austin. Performs a broad range of highly complex system support work in an Intelligent Workstation/Local Area Network (IWS/LAN) system environment comprised of multiple Ethernet LANs, IBM PC/Compatibles, Windows, numerous desktop applications including case management system (for case support), word processing, electronic mail, spreadsheet, database applications, graphics, and software applications.

Duties include staffing the DDS User Help Line, routinely dealing with all levels of DDS staff to resolve a broad range of highly complex computer problems by phone and in person, installation, repair, and maintenance of IBM PC/Compatibles, creation and maintenance of user profiles and other database tables on Network and case management system, and preparation of complex database reports or verbal briefing reports for higher management.

Duties also involve evaluating software applications, interpreting technical documentation for users, writing user documentation, and training DDS staff on operation of DDS hardware and software. Consult with users and recommend software alternatives to supplement IWS/LAN case management system applications and develop customized applications to meet user system requirements. Mentors and trains entry level System Support Specialists and serves as backup on LAN Administration as assigned. Performs other duties as assigned to maintain unit operations.

May be required to work day, evening, or weekend shifts to meet demands of adequate system support. Occasional statewide and local travel may be required.

DDS employees perform all business functions for the Social Security Administration (SSA), using the federal SSA network and equipment. Homeland Security Presidential Directive (HSPD)-12 security clearance is required.

Essential Job Functions (EJFs):

System Support provides immediate assistance to the Disability Determination Services (DDS) users to resolve a broad range of complex hardware and software problems by phone and in person. (35%)

Configures PC for compatibility with LAN, installs, and repairs IBM PC/Compatibles and approved software in accordance with standard IWS/LAN procedures as scheduled by DDS Unit Manager. Creates and maintains user profiles, tables, letters, and other database applications as assigned by the DDS Unit Manager. (30%)

Establishes standards for customer-focused communication and coordination within areas of responsibility and with all internal and external associates and customers. (20%)

Interprets complex technical documentation and trains less experienced staff on hardware and software in the IWS/LAN environment. Authors user documentation as requested by the DDS Unit Manager. (5%)

Consults with DDS Systems Analysts and customers on application requirements, research, and recommends solutions or customizes applications as assigned by DDS Unit Manager. (5%)

Performs backup duties for LAN Administration or other requirements necessary for continuous operation of the DDS system. Provides back up coverage to the DDS Unit Manager as assigned. (5%)

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

• Social Security Administration (SSA), Health & Human Services (HHS), and Disability Determination Services (DDS) procedures on systems security, virus control, inventory control, and database management.

Skill in:

• troubleshooting techniques to diagnose hardware and software problems.
• design and development of customized desktop applications.
• writing and editing technical information using plain language.
• organizing, prioritizing, and managing multiple tasks to meet overlapping deadlines and to work independently, under pressure, with minimum supervision.
• reading complex documentation, interpreting it for others, and training less experienced staff.
• communicating with all levels of staff, being tactful, patient, and courteous in all interactions; and in functioning as part of a team.

Ability to:

• utilize Windows operating systems and associated software to include Microsoft Word, Excel, Access, PowerPoint, and Outlook.
• utilize Ethernet Local Area Network operating environment, and Windows.
• conform to established policies, procedures, and practices.
• move, lift, and install hardware and supplies weighing 40 to 50 pounds.
• exercise independent judgment in assuming unit coverage ensuring that component work obligations are met.

Registrations, Licensure Requirements or Certifications:

N/A

Initial Screening Criteria:

1. Graduation from a standard senior high school or equivalent, supplemented by courses in computer science, is generally preferred. Education and experience may be substituted for one another.

2. 1 year of experience in computer systems support work.

3. Experience in troubleshooting techniques to diagnose hardware and software problems.

4. Experience utilizing Windows operating systems and associated software to include Microsoft Word, Excel, Access, PowerPoint, and Outlook.

5. Employment stability in applicant’s work history as demonstrated on the application.

Additional Information:

• Applicants may not have a history of substantiated fraudulent activity against HHSC or any programs it administers. Applicants who have a non-fraud overpayment with an outstanding balance must agree to repay the overpayment balance as a condition of employment.
• This position occasionally requires work during the weekends, holidays, and before or after normal business hours.
• Successful applicants must be willing to work in a highly stressful and fast-paced environment, under constant pressure to meet required deadlines.
• Any employment offer is contingent upon available budgeted funds. The offered salary will be determined in accordance with budgetary limits, follow HHS salary administration policy and guidelines and based on the candidate’s qualifications.
• Individuals selected for positions with the Disability Determination Services (DDS) will go through a complete federal background investigation. A suitability determination by the Social Security Administration (SSA) is necessary to determine whether an employee can be issued credentials in order to have access to Social Security disability data, records, and systems. The job offer is contingent upon a full suitability clearance through SSA.
• Applicants will be assessed through a panel interview.
• Consideration will be given to filling additional vacancies that occur during this posting period.
• Onsite Position – Due to the nature of the work, this is a fully onsite position.
• Applicant must follow the instructions in completing the required fields on the online application.
• Detailed information on work history should include job title, dates of employment, and the requested employer information. Application MUST contain a full employment history for the past 7 years for each position held, even those with the same employer, in a way that demonstrates meeting the initial selection criteria. Missing information may lead to disqualification.
• Applicant may upload a resume but must have required information on either the online application or the resume.

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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 to those 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.