Information Technology SS III
FALL CREEK FARM & NURSERY
- Austin, Texas, United States
- Austin, Texas, United States
Über
17769
Agency:
Health & Human Services Comm
Department:
Customer Service Help Desk
Posting Number:
17769
Closing Date:
06/22/2026
Posting Audience:
Internal and External
Occupational Category:
Computer and Mathematical
Salary Range:
$3,793.41 – $5,921.25 per month
Pay Frequency:
Monthly
Salary Group:
TEXAS-B-18
Shift:
Day
Additional Shift:
Days (First)
Travel:
Up to 5%
Regular/Temporary:
Regular
Full Time/Part Time:
Full time
FLSA Exempt/Non-Exempt:
Nonexempt
Facility Location:
Austin
Job Location City:
Austin
Job Location Address:
701 W 51ST ST
Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more.
Functional Title:
Information Technology SS III
Job Title:
Information Technology SS III
Agency:
Health & Human Services Comm
Department:
Customer Service Help Desk
Posting Audience:
Internal and External
Occupational Category:
Computer and Mathematical
Role Overview:
The Information Technology Support Specialist III duties include software installations, troubleshooting and diagnosing complex hardware, software, and network performance problems. Duties may be performed via telephone support calls or email communication. The Specialist maintains technical expertise on hardware, software, telephony, network configurations, or peripherals, monitors call trends to identify and resolve continuing problems or unusual situations, participates in user acceptance testing, trains automation support staff, prepares and updates computer application programs, and may oversee daily operations in the absence of Team Leads.
Essential Job Functions (EJFs):
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; include assigning problem tickets, change requests, and tasks to the appropriate resolver group in BMC Helix; follow-up on status of tickets with 'Critical' priority; send escalation notification emails. Be prepared to work the 10:00am – 7:00pm shift Monday – Friday on a rotating basis or as needed; act as mentor and backup for new Enterprise Service desk agents. (10%)
Monitors call trends to identify and resolve continuing problems or unusual situations; keep current on known technical issues related to HHSC and DSHS systems and hardware deployments. (10%)
Attend meetings, training, and seminars as required. (5%)
Complete additional tasks, projects, or special assignments upon request. (5%)
Knowledge, Skills and Abilities (KSAs):
Knowledge of:
Information systems/technology processes and procedures; personal computers, printers, other peripheral equipment, Microsoft products, and other applicable software; current technical troubleshooting techniques; customer service techniques; call center/Enterprise Service desk environment (preferred); call-tracking software such as BMC Helix (required).
Skill in:
Creating and maintaining technical documentation; translating technical information and explaining it to a non-technical audience; obtaining information from callers under stressful conditions; exercising logic and reasoning to define problems and make basic decisions.
Ability to:
Keep up with heavy flow of email information; perform research and retrieve information from computer systems, databases, and intranet/Internet; learn new hardware and software; take direction, work well as part of a team, and work independently; type a minimum of 45 WPM; adjust to a fast-paced workflow; adjust work schedule between 7:00am to 7:00pm; sit 90% of the time; normal auditory ability.
Registrations, Licensure Requirements or Certifications:
A+ Certification Preferred; ITIL Foundation Certification Preferred
Initial Screening Criteria:
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.
Additional Information:
Ability and flexibility to adjust work schedule(s) between 7:00am to 7:00pm is critical to the performance of this position.
Active Duty, Military, Reservists, Guardsmen, and Veterans:
All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.
Pre-Employment Checks and Work Eligibility:
Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks; HHSC uses E-Verify; you must bring your I-9 documentation with you on your first day of work.
Telework Disclaimer:
This position may be eligible for telework; all HHS positions are subject to state and agency telework policies.
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Sprachkenntnisse
- English
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