Texas Health and Human Services · 1 hour ago
Information Technology SS III
Austin, TX
Full-time
Onsite
New Grad, Entry Level
$3,794/mo - $5,921.25/mo
0+ years expTexas Health and Human Services Commission (HHSC) is dedicated to positively impacting the lives of Texans. They are seeking an Information Technology Support Specialist III to troubleshoot and diagnose complex hardware, software, and network performance problems while providing excellent customer service and training to support staff.
Health Care
No H1B
Responsibilities
Answer HHS IT Enterprise Service Desk phone line between the hours of 7:00am - 7:00pm, Monday thru Friday and troubleshoot technical problems for callers regarding agency hardware, software, telephony, and network issues, solving as many problems on first call as possible. (25%)
Create trouble tickets in the agency's problem tracking system on all calls received, including issues that must be referred to another IT support group for resolution. (25%)
Verify and document caller's agency, phone number, email address, demographics, and collect other pertinent information related to the problem or issue that is reported. (20%)
Perform daily, weekly, and monthly duties as assigned on a rotating basis. Duties can include tasks such as assigning problem tickets, change requests, and tasks to the appropriate resolver group in BMC Helix; create problem tickets or change requests from emails submitted to the HHS HELP mailbox in Outlook; follow-up on status of tickets assigned a 'Critical' priority in BMC Helix; Send escalation notification emails to the resolver groups when customers call back or a request or problem ticket has breached established service levels. Be prepared to work the 10:00am - 7:00pm shift Monday - Friday on a rotating basis or as needed; act as a mentor to new Enterprise Service desk agents; and act as backup to other Enterprise Service desk agents by performing their daily, weekly, monthly duties, and work their schedule when necessary. (10%)
Monitors call trends to identify and resolve continuing problems or unusual situations. Keep current on known technical issues related to HHSC and DSHS (State Hospitals) agency systems and hardware deployments, troubleshooting tips, and broadcast announcements that impact Enterprise Service desk or has the potential to cause an increase in call volume. (10%)
Attend meetings, training, and seminars as required. (5%)
Complete additional tasks, projects, or special assignments upon request. (5%)
Qualification
Required
At least six months experience performing IT troubleshooting in a technical (computer) help desk
Over six months of customer service experience providing technical assistance to customers
Experienced in troubleshooting IT systems and applications
Knowledge of information systems/technology processes and procedures
Knowledge of personal computers, printers, other peripheral equipment, Microsoft products, and other applicable software
Knowledge of current technical troubleshooting techniques
Knowledge of customer service techniques
Knowledge of call-tracking software such as BMC Helix is required
Skill in creating and maintaining technical documentation
Skill and ability to translate technical information and be able to explain it to a non-technical audience in an appropriate manner
Skill and ability to obtain information from an individual about a technical problem when the caller is under stressful conditions
Skill and ability to exercise logic and reasoning to define problem, establish facts and draw valid conclusions; make basic decisions that support business objectives and goals
Ability to keep up with a heavy flow of email information as well as changes in hardware and software and provide current, accurate information to callers
Ability to perform research and retrieve information from computer systems, databases, and the Intranet/Internet
Ability to learn new and existing hardware and software
Ability to take direction, work well as part of a team, and work independently when needed
Ability to type a minimum of 45 WPM
Ability to adjust to and maintain a fast-paced workflow
Normal auditory ability
Ability to sit 90% of the time while performing job functions
Ability and flexibility to adjust work schedule(s) between 7:00am to 7:00pm is critical to the performance of this position
Preferred
Knowledge of the call center/Enterprise Service desk environment is preferred
A+ Certification Preferred
ITIL Foundation Certification Preferred
Benefits
100% paid employee health insurance for full-time eligible employees
Defined benefit pension plan
Generous time off benefits
Numerous opportunities for career advancement
Company
Texas Health and Human Services
Texas Health and Human Services is an agency that focuses on improving health, safety and well-being.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Dr. Napoleon Broughton
Chief Executive Officer: Life Enhancement Solutions
John F. Palermo
CTO Strategic Analyst VI
Recent News
Help Net Security
2025-04-09
Fort Worth Star-Telegram
2024-04-01
Company data provided by crunchbase