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Information Technology SS III
- Austin, Texas, United States
- Austin, Texas, United States
À propos
Location: AUSTIN, TX
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. Your contributions matter, and we support you at each stage of your life and work journey. The benefits package includes 100% paid employee health insurance for full‑time eligible employees, a defined benefit pension plan, generous paid time off, and numerous career advancement opportunities.
Job Title Information Technology SS III
Agency & Department Agency: Health & Human Services Commission Department: Customer Service Help Desk
Compensation Salary Range: $3,793.41 – $5,921.25 per month Salary Group: TEXAS-B-18 Shift: Day (7:00 am–7:00 pm), with additional days (first)
Employment Details Type: Full time, Regular, Non‑exempt Telework: Eligible (subject to agency policies) Travel: Up to 5%
Job Location 701 W 51ST ST, AUSTIN, TX 78701
Responsibilities
Answer the HHSC IT Enterprise Service Desk phone line (7:00 am–7:00 pm, Monday‑Friday) and troubleshoot technical problems, solving as many issues on the first call as possible. (25%)
Create trouble tickets in the agency’s problem‑tracking system for all calls, including those referred to other IT support groups. (25%)
Verify and document caller information (agency, phone number, email, demographics) and collect pertinent details related to the reported problem. (20%)
Perform daily, weekly, and monthly duties such as assigning problem tickets, managing change requests, and following up on critical tickets. Mentor new Enterprise Service Desk agents, serve as backup, and work schedules as needed. (10%)
Monitor call trends to identify and resolve recurring or unusual issues, and stay current on known technical problems, troubleshooting tips, and broadcast announcements that may affect call volume. (10%)
Attend required meetings, training sessions, and seminars. (5%)
Complete additional tasks, projects, or special assignments upon request. (5%)
Key Knowledge, Skills & Abilities (KSAs)
Knowledge of: information systems and technology processes, personal computers and peripherals, Microsoft products, customer service techniques, call‑tracking software (BMC Helix).
Skill in: creating and maintaining technical documentation; translating technical information for a non‑technical audience; gathering information from callers under stress; logical reasoning to define problems and support business objectives.
Ability to: manage a high volume of email and changing hardware/software information; perform research and retrieve data from computer systems; work independently and as part of a team; type at least 45 words per minute; adapt to a fast‑paced workflow; adjust schedule between 7:00 am and 7:00 pm; sit 90% of the time; maintain normal auditory ability.
Certifications and Preferences
A+ certification (preferred)
ITIL Foundation certification (preferred)
Qualifications
Minimum six months of IT troubleshooting experience in a technical help desk environment.
Minimum six months of customer service experience providing technical assistance.
Experience troubleshooting IT systems and applications.
Telework Information Position may be eligible for telework. All HHSC positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.
ADA Accommodations HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If assistance is needed with the online application, contact the HHS Employee Service Center at 1‑888‑894‑4747. For interview accommodations, notify the scheduler.
EEO Statement Texas Health & Human Services Commission is an equal opportunity employer that values diversity and inclusion.
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Compétences linguistiques
- English
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