Job Directory System Support Specialist I

System Support Specialist I
Austin, TX

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Job Description

The System Support Specialist I position is responsible for analyzing person and case information to confirm or rule out potential matches in DFPS case management systems, using multiple software applications, primarily IMPACT and/or CLASS, as well as providing technical or functional assistance and support to others, including external partners. Work involves performing required background checks according to DFPS Background Check policies, and documenting findings according to these policies. The employee is responsible for accessing data from and transferring data to various local, state, or federal databases. Experience in running reports and analyzing data from multiple sources, and/or experience merging duplicate person records is also valuable to this position. This position may also be responsible for handling special projects as assigned by the manager. The position interacts routinely with all areas of DFPS, including Program Support, Purchased Client Services, Information Technology, Program staff in CPS, APS and CCL/RCCL, as well as HHSC and other state and federal agencies, DFPS service providers, and the general public.


The Texas Department of Family and Protective Services (DFPS) is responsible for protecting the unprotected - children, elderly, and people with disabilities - from abuse, neglect, and exploitation. DFPS accomplishes this responsibility by employing over 12,000 workers who live up to the agency's Mission, Vision, & Values in service to the 27 million citizens of Texas.

DFPS is not only a qualifying organization for the Service Loan Forgiveness Program, which forgives the remaining balance on college student Direct Loans after making 120 qualifying monthly payments, but also offers excellent health benefits, special discounts on many products and services through the Discount Purchase Program, a lifetime monthly retirement annuity as well as Texa$aver 401(k) and 457 Programs under the Employees Retirement System of Texas. As a state-certified caseworker, you will also have an exciting opportunity to increase your base salary up to 20% in the first 18 months through our training and certification process. An additional benefit you will receive is 12 days of paid annual leave, 12 sick days, and the potential to earn up to four days of administrative leave each year. Your annual paid leave accrual increases as your tenure increases.

Essential Job Functions:

Enters, processes and researches background checks submitted through ABCS, CLASS, Public Provider and/or IMPACT.

Researches and assesses potential matches, retrieves findings and disseminates information as per agency policy.

Documents and communicates decisions made in accordance with DFPS policy. May serve as peer trainer for background check unit members.

Provides assistance and customer support for internal and external stakeholders.

Performs other duties as assigned to maintain operations of the division.

Maintains confidentiality per DFPS policies.

Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts.

Attends work according to agency policy.

Knowledge Skills Abilities:

Knowledge of the practices, principles, and policies related to conducting background checks in IMPACT and CLASS.

Knowledge of IMPACT and CLASS and an understanding of interfaces, processes and troubleshooting steps.

Skill in establishing and maintaining effective working relationships.

Skill in effective verbal and written communications of technical information to technical and non-technical staff.

Ability to interact with all levels of staff.

Ability to work in a fast-paced environment.

Ability to operate a personal computer and software packages.

Ability to prioritize and manage heavy workloads.

Able to provide customer support for agency information technology systems and operating automated office equipment in a network environment.

Work in an environment that provides customer service.

Ability to work under moderate supervision with limited latitude for the use of initiative and independent judgment.

Ability to provide advanced assistance to co-workers and to assist in training new staff as needed.

Ability to travel.

Skill in working in an office supporting several staff members.

Ability to operate basic office equipment such as fax machines, copiers, and printers.

Experience working with personal computers including, Microsoft Work, Outlook, and Excel.

Registration or Licensure Requirements:

None Required. Initial Selection Criteria:

Graduation from a standard senior high school or equivalent is required, supplemented by courses in computer science, is generally preferred. DFPS background check experience is preferred. Candidates with at least one year using IMPACT and/or CLASS for searches, maintaining staff/person information, and/or performing central registry and FPS History checks, merging persons and cases and requesting and researching/analyzing the results of central registry and criminal history checks can be considered in lieu of completion of courses in computer science or the preferred experience.

Preferred: DFPS Centralized Background Check Unit background check experience. DFPS experience.

Additional Information:

Requisition # 415066

The completion of a written exercise will be required in addition to the interview.

Any candidate who is called to an agency for an interview must notify the interviewing agency in writing of any reasonable accommodation needed prior to the date of the interview.

MOS Code:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include: 25B, IT, 2621, 3D1X1. For more information see the Texas State Auditor's Military Crosswalk here.

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

I-9 Form - Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

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