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About the Role
The Senior Help Desk Support Specialist (Level 3) will support the Texas Department of Transportation (TxDOT), providing the highest level of end-user support by resolving escalated service requests. This role delivers technical assistance onsite, remotely, over the phone, and via email, addressing hardware, software, and network system issues.
Responsibilities
- Provide technical assistance to computer system users on a variety of issues.
- Identify, research, and resolve technical problems escalated from lower support tiers.
- Respond to telephone calls, email, and in-person requests for technical support.
- Document, track, and monitor problems to ensure timely resolution.
- Provide service and preventive maintenance on terminals, printers, and personal computers.
- Diagnose and repair equipment by replacing worn or broken parts and making technical adjustments.
- Assist in the coordination of system changes, upgrades, and new product implementations.
- Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
- Communicate accurate and useful status updates and manage time reporting on all work activities.
- Develop solutions for network, desktop, and server problems.
Requirements
- 8 years of experience providing the highest level of support to end users by handling service requests escalated from lower tiers.
- 8 years of experience supporting users onsite, remotely, over the phone, and via email.
- 8 years of experience developing solutions for network, desktop, and server problems.
- Experience providing support for one or more Texas State Agencies.
- Experience with ITSM practices, ticketing systems, databases, and remote-support tools.
- Experience with PC, printer, terminal, and hardware maintenance.
- Familiarity with EIR accessibility and assistive technologies.
Location
- Austin, TX
Work Type
- Onsite
Experience Level
- Senior
- 8 years