Under direct supervision, provides management information system user support on a continuing basis, either by phone or site visit. Troubleshoots end-user problems. May train end users on software applications.
Job Description (General Summary):
The Systems Support Technician will report to the Ga-Gateway and RACF (Resource Access Control Facility) Security Manager. Responsibilities of this position include provisioning, managing, and troubleshooting user access for the systems, applications, and databases controlled by the Georgia Department of Human Services (DHS), Office of Information Technology (OIT) as part of the DHS OIT Security team. These responsibilities extend across multiple platforms, including the Agency’s mainframe applications & data using RACF and other mainframe tools, plus critical applications hosted on Unix/Linux and Microsoft Windows operating environments across multiple State of Georgia agencies, including DFCS, DCSS, and DPH. Troubleshooting includes root-cause analysis, corrective action, and user help-desk support. May install and maintain personal computer hardware and software.
Role and Responsibilities:
- Create RACF IDs for all DHS Mainframe users.
- Provision, reset passwords, and troubleshoot issues for multiple key systems for the State of Georgia agencies.
- Conduct periodic (normally quarterly) re-certification of all users, including Ga-Gateway, Uniform Accounting System (UAS), Support Tracking Accountability and Recovery System ($TARS), Electronic Payment Processing Information Control (EPPIC), Electronic Benefits Transfer (EBT), and Energy Assistance System (EAS).
- Periodically (normally 60 or 90 days) identify and remove inactive users.
- Enforces and communicates to system users the security policies and guidelines necessary to meet state and federal requirements for system access.
- Assist with the state and federal audit processes.
- Create and run queries to produce ad-hoc reports from application data as needed.
Core Competencies:
- Ability to work effectively with a diverse project team in a highly visible, fast paced and changing project environment with aggressive timelines.
- Ability to work effectively with personnel at multiple levels of the organization.
- Ability to work effectively as a dedicated team member; ability to effectively and accurately communicate. with other team members.
- Excellent oral, written, presentation and interpersonal communication skills.
Skill Matrix:
- High school diploma or GED Required
- Previous RACF experience Required 1 Years
- Help desk support for end users experience Required 3 Years
- Computer systems, internet security, and data privacy experience Required 1 Years
- Proven ability to deliver great customer service experience with strong interpersonal skills and the ability to engage with and work well with people Required
- Strong work ethic, interpersonal, and communication skills Required
- Comfortable communicating in person and via phone/email with peers, management, contractors, and vendors Required
- Ability to multitask in a fast-paced environment Required