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About the Role

The Texas Health and Human Services Commission (HHSC) is seeking an IT Support Specialist III to provide technical support, troubleshoot complex hardware and software issues, and maintain network performance. This role involves high-level communication, monitoring call trends, and mentoring staff within a fast-paced help desk environment.

Responsibilities

• Troubleshoot and resolve complex hardware, software, telephony, and network issues via phone and email.
• Create and manage trouble tickets in the agency's tracking system.
• Verify and document caller demographics and technical issue details.
• Assign tickets and tasks to appropriate resolver groups.
• Monitor call trends to identify and resolve recurring technical problems.
• Participate in user acceptance testing for new hardware and software deployments.
• Train and mentor automation support staff on supported systems.
• Prepare and update computer application programs and templates.
• Oversee daily operations in the absence of Team Leads.
• Maintain technical expertise through training and self-paced learning.

Requirements

• Minimum 1 year of experience performing IT troubleshooting in a technical environment.
• Minimum 1 year of customer service experience providing technical assistance.
• Experience troubleshooting IT systems and applications.
• Ability to type a minimum of 45 WPM.
• Ability to work flexible shifts between 7:00am - 8:00pm Monday-Friday and 8:00am - 5:00pm Saturday-Sunday.
• Ability to sit for 90% of the workday.
• Ability to hear at a standard auditory level to assist callers.
• Occasional statewide and local travel up to 5%.
• Pass background and due diligence checks.
• Provide I-9 documentation for E-Verify.

Skills

• Information systems and technology processes
• Technical troubleshooting techniques
• Customer service techniques
• Call center and help desk operations
• BMC HELIX or similar call-tracking software
• Technical documentation
• Translating technical information for non-technical audiences
• Logic and reasoning for problem-solving
• Researching information via databases and the internet

Location

• Austin, Texas

Work Type

• Full-time
• Regular
• Nonexempt
• Telework eligible

Experience Level

• At least 1 year of IT troubleshooting experience
• At least 1 year of customer service experience
• 2 years of call center experience preferred

Education Level

• A+ Certification preferred
• ITIL Foundation Certification preferred

Salary/Compensations

• $3,793.41 - $4,857.33 Monthly

Benefits

• 100% paid employee health insurance for full-time eligible employees
• Defined benefit pension plan
• Generous time off benefits
• Opportunities for career advancement

About the Company

• Texas Health and Human Services Commission (HHSC)
• Committed to creating a positive impact in the lives of Texans

Equal Opportunity

• In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.
• All active-duty military, reservists, guardsmen, and veterans are encouraged to apply.