Digital Information Technical Support

• Coordinate with Security and vendors using Archer management tool to review scan results, plan remediation, and manage risk acceptance. Developing and maintaining detail documentation for security controls, including implementation statement and providing supporting evidence for compliance. Write and validate System Security plans, support audits and continuous monitoring activities. (25%)
• Manage information and documentation for all Digital Information Services applications, providing support for architectural reviews, authority to operate, licensing, and system support tickets as necessary. (15%)
• Performs server and systems administration activities, including configuring, maintaining, patching, troubleshooting, and supporting Windows server environments. Uses administrative tools such as PowerShell, Command Prompt, Registry Editor, and related system utilities to manage configurations, resolve technical issues, support security remediation, and maintain system availability and performance. (15%)

• Handle security incidents by managing tickets in BMC Helix or Remedy, investigating, prioritizing, and documenting findings. Handle the Digital Information Services ticket queue(s) by updating and responding to tickets within a limited timeframe. (10%)

• Support Open Records Requests by running searches and exporting results as directed by Legal. (10%)

• Collect, process, and analyze litigation data, preserve digital evidence per protocol, maintain chain-of-custody, and provide forensic reports, using a variety of forensic data collection tools such as iMazing, Robocopy, EnCase, Forensic tool kit (FTK), etc. (10%)
• Submit Change Advisory Board (CAB) requests for platform maintenance and vendor support tickets. (10%)
• Other duties as assigned. (5%)
• After-hours work may be required to meet schedule demands.

• Knowledge of security operations, vulnerability management, risk tracking, and remediation coordination processes.
• Knowledge of governance, risk, and compliance tools such as Archer for tracking vulnerabilities, documenting risks, and managing risk acceptance.
• Knowledge of security control documentation, System Security Plans, audit support, and continuous monitoring requirements.
• Knowledge of Windows server administration, including server configuration, maintenance, patching, troubleshooting, and lifecycle management.
• Knowledge of administrative tools and utilities such as PowerShell, Command Prompt, Registry Editor, and related system management tools.
• Knowledge of IT service management processes and ticketing systems such as BMC Helix or Remedy.
• Knowledge of forensic data collection, digital evidence preservation, chain-of-custody procedures, and forensic reporting practices.
• Knowledge of application support documentation, architectural review processes, authority to operate requirements, licensing, and system support procedures.
• Knowledge of Change Advisory Board processes, system maintenance coordination, vendor support requests, and change management practices.

Skill in:

• Skill in coordinating vulnerability remediation activities with security teams, vendors, and technical stakeholders.
• Skill in using Archer or similar governance, risk, and compliance tools to track vulnerabilities, document risks, and support risk acceptance processes.
• Skill in developing and maintaining security control documentation, System Security Plans, audit materials, and compliance evidence.
• Skill in administering Windows server environments, including configuration, maintenance, patching, troubleshooting, and decommissioning activities.
• Skill in using PowerShell, Command Prompt, Registry Editor, and other administrative tools to manage system configurations and resolve technical issues.
• Skill in managing IT service requests, security incident tickets, and operational support queues using tools such as BMC Helix or Remedy.
• Skill in collecting, processing, preserving, and analyzing digital evidence in accordance with forensic protocols and chain-of-custody requirements.
• Skill in preparing Change Advisory Board requests, coordinating vendor support, and supporting planned system maintenance activities.
• Skill in developing and executing Boolean search strings to locate, filter, and export responsive records for open records, litigation, forensic, and investigative requests.
• Strong problem-solving abilities.

Ability to:

• Ability to analyze complex systems, identify technical issues, and develop appropriate solutions to support operational needs.
• Ability to maintain, troubleshoot, patch, and support Windows server environments and related system infrastructure.
• Ability to document security controls, system configurations, procedures, risks, remediation actions, and audit evidence clearly and accurately.
• Ability to manage competing priorities, service requests, incident tickets, and support queues within established timeframes.
• Ability to support system lifecycle activities, including maintenance planning, change coordination, vendor support, and system decommissioning.
• Ability to communicate technical information effectively to various stakeholders.
• Ability to work independently with minimal supervision and exercise sound judgment.

Registrations, Licensure Requirements or Certifications:

Preferred relevant certifications: ITIL Foundation Certification, Microsoft Certified Windows Server Administration or equivalent, CompTIA Security+, Certified Information Systems Security Professional (CISSP), Project Management Professional (PMP).

Initial Screening Criteria:

• Bachelor’s degree in computer science, management information systems, cybersecurity, information technology, or a related field. Relevant experience may substitute for education on a year-for-year basis.
• Minimum of four years of experience in systems administration, computer systems analysis, IT operational support, cybersecurity, or a related technology field.
• Experience with Windows server administration, including maintenance, patching, troubleshooting, and system lifecycle support.
• Experience with vulnerability management, risk tracking, security documentation, IT service tickets, and coordination with technical teams or vendors.

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.