Technical Support Specialist - Human… at El Paso County · El Paso…

Due to the sensitive nature of this role, additional background checks may be required, including a Government Program Fraud check and Child Welfare Abuse & Neglect database (TRAILS) check.

Do you enjoy combining your technical skills with a passion for helping others? Are you someone who thrives on variety, enjoys solving problems, and takes pride in providing exceptional customer service? If you're a detail-oriented professional who enjoys troubleshooting technology, finding solutions, and helping others succeed, this opportunity with the Department of Human Services may be the perfect fit for you!

This position has an anticipated work schedule of Monday – Friday from 8:00 AM – 5:00 PM, with limited flexibility

Provides technical support for El Paso County Department of Human Services (EPC DHS) State-administered computer programs. Communicates with the Colorado Office of Information Technologies (OIT) regarding service requests and outages. Serves as the main point of contact for security requests and access to all state and local computer systems for various DHS programs. Provides administrative support as needed. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

• Serves as the State Security Administrator on behalf of EPC DHS; provides expertise and guidance to internal and external stakeholders. Facilitates appropriate clearance and access requests for County and State computer systems, ensuring compliance with established protocols, regulations, and requirements.
• Collaborates with Human Resources and Divisions to identify uniform security requirements levels for each position before there is a hire or a transfer to expedite employee access.
• Performs ongoing security clearance and access processes and provides proactive suggestions to improve and streamline steps for managing requests for additional or new clearance and access levels.
• Assists new users with establishing access and ensuring users have completed the required prerequisites established by the County and State.
• Coordinates the disbursement of State access paperwork to employees; ensures State agencies, DHS personnel, and partner contacts are appropriately informed of business practices and program knowledge related to security systems for client and family benefits issued by DHS. Maintains updated County Contact information on the Governor's OIT website.
• Acts as the El Paso County Security Administrator for Q-Flow and HS Connects.
• Maintains complete and accurate records related to state security access, user information, and asset management. Ensures users are added and disabled as needed in a timely manner to protect the work and integrity of computer systems.
• Identifies security loopholes and performs general oversight for department computer systems security.
• Serves as a central point of contact for state security and asset management reports. Runs reports as needed and distributes reports to appropriate contacts to ensure system integrity.
• Maintains a comprehensive and accurate inventory of state-leased IT assets, ensuring regular audits and reconciliations are performed to uphold data quality and compliance.
• Participates in the IT asset lifecycle process, such as procurement, deployment, upgrades, transfers, reclamation, retirement, and disposal of state-leased IT assets. Monitors and facilitates asset lifecycle events, including warranty tracking, end-of-life management, license renewals, and refresh planning. Partners with state representatives and the Digital, Strategy, and Technology (DST) Department to seamlessly complete equipment refreshes.
• Provides technological support, assistance, and training for DHS employees; serves as a liaison with the DST Department. Disseminates, tracks, and maintains DHS Use and Responsibility Agreements.
• Completes minor moves of phone and desktop equipment when needed. Assists with minor internal computer problems and password resets as appropriate; coordinates with DST for all other computer issues.
• Coordinates with and assists the DST Department with State equipment exchanges, major repairs, and inventory control of DHS technology. Ensures repair reimbursements are sent to the Financial Services Department as appropriate.
• Participates in State and Federal security audits and provides documentation and resolves issues discovered in the audit process, and/or refers to appropriate personnel.
• Interacts with surrounding counties regarding security administration questions and issues as needed; remains current with security system requirements.
• May attend State and DHS meetings related to CBMS, TRAILS, and other related database security matters.
• Assists with applicable end-user training, receiving customer service requests, and other functions as needed. Assists with writing standard operating procedures and creating troubleshooting checklists, specialized databases for capturing service request information, and special reports for DHS state-administered programs.
• Assists with updating the technology service request database tables as needed. Configures and maintains the technology service request system, including setting up new users, updating tables, and creating macros.
• Handles documents and information that may be sensitive or confidential in nature, ensuring accuracy and adherence to appropriate regulations and policies.
• Performs other duties as required.

Supervision Exercised: This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance. Typically serves as a subject matter expert on the scope of functional area.

Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically. Knowledge, Skills & Abilities

• Knowledge of Office 365.
• Knowledge of current technology, including business machines, computer hardware, and software.
• Must demonstrate a thorough knowledge of cybersecurity and information access principles in compliance with federal, state, and County regulations and policies.
• Must be organized and possess a high level of attention to detail.
• Ability to train and guide others.
• Ability to communicate both verbally and in writing and work effectively with County employees, outside vendors, and the public. Ability to provide excellent customer service.
• Ability to accurately perform mathematical calculations.
• Ability to prioritize, manage multiple tasks, and reprioritize as work situations change.
• Ability to maintain confidentiality.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Four years of work experience in an office or business environment.
  • Associate’s degree in a related field may substitute for one year of the required experience.
  • Bachelor’s degree in a related field may substitute for two years of the required experience.
  • Education substitutions are not cumulative; only the highest qualifying degree will be considered.
• One year of experience working with business technology and computer security systems.

Preferred Education & Experience

• Associate's or Bachelor's degree in information technology or related field.

Licenses/Certificates

• Must possess and maintain a valid driver's license.
• Must complete required training and obtain State Security Administrator authorization for CBMS, TRAILS, and CHATS within ninety days of employment and maintain authorization thereafter.
• Must obtain and maintain certifications or database authorizations as required for the position.

Pre-Employment Requirements

• Must pass conditional post offer background investigation, motor vehicle record check, and drug screen.

Duties are primarily performed in an office environment; some travel is required.

The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.