Systems Administrator III

• Troubleshooting and solving complex problems related to system software and hardware incident and problem calls, and in the processing of service requests and tasks. This work is performed within a call center environment. In addition to supporting the Edinburg call center, this role remotely supports the Austin, Athens, and San Antonio call center when one of those IT techs are out of the office. (30%)

Deskside Support Automation Services include desktop installation, troubleshooting support, escalated/referred Help Desk operations, change management services, TIERS workstation platform and end-user application troubleshooting and resolution, field testing and pilot participation for CIT, technical documentation for end-user processes, research development services, technology training, and virus/Trojan/malware threat-response and remediation. (25%)

• Recertifying TXACCESS AD Accounts. (10%)

• Monitoring and managing AD ‘privileged’ groups & user accounts on TXACCESS. (10%)

• Develop, analyze, and maintain system design procedures, system codes, test procedures, and quality standards. * This position performs and assists the other team members in roll-on of all new hire positions. (10%)
• This position performs and assists the other team members in rolling off vendor employees that are no longer employed within 48 business hours to ensure we do not receive an IRS audit finding for not processing the roll off in a timely manner. (5%)
• These staff require non-traditional troubleshooting and service support as they may use specialized hardware and software. (5%)
• This staff must be knowledgeable in printer and network administration. (5%)

The Systems Administrator III role involves advanced deskside support within a call center environment, including troubleshooting complex hardware and software issues, managing Active Directory accounts, supporting new hires and vendor roll-offs, and requires at least three years of IT experience with skills in customer service, communication, and network administration, based in Edinburg, Texas with occasional after-hours work., Ability to communicate effectively either verbally or through written correspondence information to technical and not-technical staff. Ability to establish and maintain effective working relationships with others including management, co-workers, subordinates and customers. Ability to interact with all levels of staff. Ability to work independently in a fast-paced environment. Ability to prioritize and manage heavy workloads.

Registrations, Licensure requirements or Certifications:

CompTIA A+ Certification preferred but not required.

Initial Screening Criteria:

Two years of experience supporting desktop operating systems and hardware in a local or wide area network.

Experience using Active Directory.

Experienced working within a call center environment.

Providing hands on technical support with customers on computer hardware and software issues with an emphasis on excellent customer service. High School diploma or GED required, or higher. Education and experience may be substituted for one another. Computer/Technical course completion or training preferred but not required.

Additional Information:

This position is based solely in Edinburg, Texas. Must be willing and able to work onsite 5 days a week.

Due to complex nature and skill set for this position, working after normal work hours, weekends or on holidays are occasionally required.