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Provides second-level technical support for TxDOT end users across onsite, remote, phone, and email channels. Resolves escalated network, desktop, server, hardware, and software issues; documents and tracks service requests; performs preventive maintenance and equipment repairs; supports system upgrades and software implementation; and communicates accurate work status and time reporting.

Provides Level 3 technical support for TxDOT users by resolving escalated hardware, software, network, desktop, and server issues. Responsibilities include troubleshooting, equipment repair and maintenance, ticket documentation, user assistance across onsite and remote channels, system upgrades, software implementation, status reporting, and developing technical solutions. The role is onsite in Austin, Texas, and requires eight years of advanced end-user support experience.

Designs, develops, delivers, and evaluates technical training for technical and non-technical audiences. Creates instructor-led, web-based, multimedia, and computer-aided curricula, including job aids, videos, exercises, and documentation. Analyzes audience needs, translates complex technical information into accessible materials, maintains training content, recommends vendors and resources, and provides instruction on software, IT security, system installation, equipment, and operational support processes.

Coordinates marketing communications, branding, newsletters, press packets, promotional content, email campaigns, web and social distribution, and vendor-produced events, podcasts, and videos. Develops and evaluates communications strategies using market research and performance metrics. Ensures consistent messaging, brand identity, and EIR Accessibility compliance throughout project lifecycles.

Develop and maintain automated ETL solutions using SSIS, Oracle SQL, and PL/SQL to move data between Oracle and SQL Server systems. Design database, data warehouse, and ETL interfaces; analyze requirements; establish development, documentation, and testing standards; manage change deployments; and monitor project schedules. Collaborate with stakeholders, assess database changes and downstream impacts, document solutions, communicate issues, and mentor junior staff.

Own and administer the Redwood RunMyJobs platform, including scheduling, workflow orchestration, job dependencies, monitoring, troubleshooting, integrations, configuration, patching, and security. Develop automated batch workflows and support file transfers, APIs, CI/CD, cloud environments, and mainframe systems. Partner with architects, engineers, developers, and IT stakeholders to translate requirements into reliable automation solutions and improve operational processes.

Lead and deliver complex technology projects (enterprise software, cloud, cybersecurity, infrastructure, integrations) from initiation through operational transition. Develop charters, plans, schedules, governance; coordinate cross-functional teams, vendors, and stakeholders; manage risks, testing, deployments, and provide executive-level reporting.

Manage and execute QA testing for modernization of workers' compensation systems. Plan and monitor test activities, oversee UAT, performance, accessibility, interface, and data conversion testing, review test results, create test strategies and scripts, coordinate test data and schedules, evaluate automated QA tools, and mentor testing staff while working within an Agile scrum team and with TDI leadership.