Program Specialist III (Client Support Specialist)

Job Title
Program Specialist III (Client Support Specialist)
Job Number
00041386

Job Posting:

#00041386

Opened:

06/24/2024

Closes:

Open Until Filled

Position Title:

Program Specialist III (Client Support Specialist)      

Class/Group:

1572/B19

Military Occupation Specialty Code:

N/A

Fair Labor Standards Act Status:

Exempt

Number of Vacancies:

1

Division/Section:

Chief Operations Office/Program Operations/Service Fulfillment

Salary Range:

$3770.33 - $4250.00 monthly

Duration:

Regular

Hours Worked Weekly:

40

Work Schedule:

This position may be eligible for flexible work hours and/or a hybrid work schedule if certain program guidelines are met; working arrangements may change at any time at the sole discretion of the agency.

Travel:

None

Agency Address:

300 West 15th Street, #1300 / Austin, Texas 78701

Work Address:

1001 W. North Loop, Austin Texas 78756

Web site:

https://dir.texas.gov/

Refer Inquiries to:

People and Culture Office

Telephone:

(512) 463-5920 or (512) 475-4957

How To Apply:

Special Instructions:

  • Applicants must provide in-depth information in the EXPERIENCE & CREDENTIALS section to demonstrate how they meet the position qualifications. Incomplete applications may result in disqualification.
  • Resumes may be uploaded as an attachment but are not accepted in lieu of the information required in the EXPERIENCE & CREDENTIALS section of the application.

Interview Place/Time:

Candidates will be notified for appointments as determined by the selection committee.

Selective Service Registration:

Section 651.005 of the Government Code requires males, ages 18 through 25 years, to provide proof of their Selective Service registration or proof of their exemption from the requirement as a condition of state employment.

H-1B Visa Sponsorship:

We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Equal Opportunity Employer

The Department of Information Resources does not exclude anyone from consideration for recruitment, selection, appointment, training, promotion, retention, or any other personnel action, or deny any benefits or participation in programs or activities, which it sponsors on the grounds of race, color, national origin, sex, religion, age, or disability.  Please call 512-463-5920 to request reasonable accommodation.

What We Do

We are a technology agency powered by people.

DIR offers secure, modern, and cost-effective technology to help government entities in Texas serve their constituents.

DIR is a fast-paced and collaborative environment with highly motivated, innovative, and engaged employees dedicated to achieving the best value for the state. We have over 250 professionals working at DIR who are honored to serve as the cornerstone of public sector technology in Texas. By joining DIR, you will be an integral part of transforming how technology serves Texans.

Position Summary

Performs complex (journey-level) communications consultative services and technical assistance work. Performs highly detailed data entry into inventory databases and the NetPlus billing system.  Work involves providing customer service, cost estimates to potential and current Texas Agency Network (TEX-AN) users, preparing reports, processing communications customer work orders for Texas Agency Network (TEX-AN) services, and record keeping. Onboards new TEX-AN customers. May assist in the training of others.  Works under general supervision with moderate latitude for the use of initiative and independent judgment.

  • Acts as the primary contact for an assigned base of customers for voice, data, and toll-free services.  Duties include placing orders, working with customers and vendors, and maintaining records for billing and inventory.
  • Acts as liaison between state agencies and political subdivisions and TEX-AN vendors to achieve the desired service is ordered correctly and within the proper time frame. Assists in TEX-AN vendor issues.
  • Reviews and inputs very detailed and complex technical data into order and inventory system for TEX-AN service.
  • Responds to inquiries from state agencies and political subdivisions, preparing cost estimates and supporting technical design applications for TEX-AN services.
  • Coordinates and participates in strategic meetings with DIR Network Engineering staff, customers, and vendors to assess customer network needs, develop service plans, and implement new services and connectivity.
  • Assists in organizing and implementing procedures for the communications services offered under TEX-AN.
  • Recommends and coordinates activities to produce a more effective program. 
  • Performs other work-related duties as assigned.

Education

  • Graduation from an accredited four-year college or university with major course work in business, telecommunications, information technology, computer science or similar field of study
  • Additional work-related experience may be substituted for education on a year-for-year basis (high-school diploma required)

Experience and Training Required

  • Minimum of three (3) years of experience in preparing reports, record keeping, data entry and drafting correspondence.
  • Minimum of three (3) years of experience in customer service or account management

Experience and Training Preferred

  • Working knowledge of the TEX-AN network.
  • Working knowledge of BMC Helix/Remedy.

Knowledge, Skills, and Abilities

  • Working knowledge of telecommunications networking for both voice and data services. 
  • Skill in problem resolution and ability to identify and implement best practices.
  • Ability to learn and maintain a general understanding of the DIR network and assigned customer’s networks and how they relate and interact.
  • Ability to understand and interpret agency policies and procedures.
  • Ability to exercise courtesy, tact, and diplomacy in all communications.
  • Ability to exercise sound judgment and discretion in handling confidential information.
  • Ability to establish and maintain effective and cordial working relationships at all organizational levels, including agency management, direct supervisors, co-workers, internal and external customers. 
  • Ability to understand, follow and convey brief oral and/or written instructions.
  • Ability to communicate both verbally and in writing, in a clear and concise manner.
  • Ability to work independently and as part of a team, and to support and contribute to a cohesive team environment.
  • Ability to work under pressure and exacting schedules to complete assigned tasks; includes processing requests for service within a specific time frame.
  • Ability to work a flexible schedule to meet required deadlines.
  • Ability to comply with all agency policy and applicable laws.
  • Ability to comply with all applicable safety rules, regulations, and standards.

Computer Skills

  • Proficiency in the use of a computer and applicable software necessary to perform work assignments e.g., word processing, spreadsheets (Microsoft Office preferred).

Other Requirements

  • Regular and punctual attendance at the workplace.
  • Criminal background check.

Working Conditions

  • Frequent use of computers, copiers, printers, and telephones.
  • Frequent standing, walking, sitting, listening, and talking.
  • Frequent work under stress, as a team member, and in direct contact with others.
  • Occasional bending, stooping, lifting, and climbing.
  • Occasional travel.

About File Formats

Some documents on this page are in the PDF format. Please download the Adobe Reader in order to view these documents.