Texas Health and Human Services
Information Technology Support Specialist III
Texas Health and Human Services, Austin, Texas, us, 78716
Overview
Join to apply for the
Information Technology Support Specialist III
role at
Texas Health and Human Services . Date: Oct 7, 2025 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. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. Functional Title:
Information Technology Support Specialist III Job Title:
Information Technology SS III Agency:
Health & Human Services Comm Department:
Cstmr Srvc Help Desk DFPS Posting Number:
9970 Closing Date:
11/06/2025 Posting Audience:
Internal and External Occupational Category:
Computer and Mathematical Salary Group:
TEXAS-B-18 Salary Range:
$3,793.41 - $4,857.33 Pay Frequency:
Monthly Shift:
Day Additional Shift:
Days (First) Telework:
Not Eligible for Telework Travel:
Up to 10% Regular/Temporary:
Regular Full Time/Part Time:
Full time FLSA Exempt/Non-Exempt:
Nonexempt Job Location City:
AUSTIN Job Location Address:
701 W 51ST ST Other Locations:
MOS Codes: 0633,2631,6694,1N2X1,255A,25B,35T,94F,CT,CTM,CYB10,CYB11,ET,ISM,IT,ITS Brief Job Description:
The Information Technology Support Specialist III duties include software installations, troubleshooting/diagnosing complex hardware, software, and network performance problems. Duties may be accomplished via telephone support calls or email communication. Maintain technical expertise on hardware, software, telephony, network configurations, or peripherals using various methods. Monitors call trends to identify and resolve continuing problems or unusual situations. Participates in user acceptance testing prior to deployment of new hardware and software. Communicates on a complex level with others to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems. Trains automation support staff on supported systems to enhance troubleshooting skills. Prepares and updates computer application programs (i.e. Helix templates). May oversee daily operations in the absence of Team Leads. The IT Support Specialist III works under limited supervision, with considerable latitude for initiative and independent judgment. Performs other duties required to support and maintain operations. May be required to work days, evenings, weekends, holiday shifts, and provide after hour support. Occasional statewide and local travel may be required. Maintain a regular and predictable work schedule. Essential Job Functions (EJFs): Answer DFPS IT Customer Service Help Desk phone line during stated hours and troubleshoot hardware, software, telephony, and network issues; resolve problems on first contact when possible. (25%) Create trouble tickets in the agency's problem tracking system for all calls; involve other IT groups when needed. (25%) Verify and document caller details (agency, phone number, email, demographics) and other pertinent information. (20%) Perform rotating daily, weekly, monthly duties such as managing tickets, change requests, and task assignments; mentor and back up other help desk staff. (10%) Monitor call trends and remain current on known issues related to DFPS systems and hardware deployments. (10%) Attend required meetings, training, and seminars. (5%) Complete additional tasks or special assignments as requested. (5%) Knowledge, Skills And Abilities (KSAs): Information systems/technology processes and procedures; PCs, printers, peripherals, Microsoft products. Current technical troubleshooting techniques; customer service in a call center/help desk environment. Call-tracking software such as BMC HELIX. Ability to create and maintain technical documentation; explain technical info to non-technical audiences. Strong problem-solving, decision-making, and teamwork abilities; 45 WPM typing; ability to handle fast-paced workflow. Registrations, Licensure or Certifications:
A+ Certification Preferred; ITIL Foundation Certification Preferred Initial Screening Criteria:
At least 1 year IT troubleshooting experience; at least 1 year customer service experience; experience troubleshooting IT systems and applications; 2 Years Call Center Experience Preferred; experience using call-tracking software (e.g., BMC HELIX or ServiceNow). Additional Information:
Ability to adjust work schedule between 7:00am–8:00pm Mon-Fri and 8:00am–5:00pm Sat-Sun. Review Tips for Success when applying for jobs at DFPS, DSHS and HHSC. Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupations related to this role are listed in the posting. All qualified active-duty military personnel, reservists, guardsmen, and veterans are encouraged to apply. See the Texas State Auditor’s Military Crosswalk for details. ADA Accommodations:
HHSC/DSHS will provide reasonable accommodation during the hiring process. For assistance with the online application, contact the HHS Employee Service Center at 1-888-894-4747. If you need accommodation during interviews, notify the schedule contact. Pre-Employment Checks And Work Eligibility:
Depending on program area, applicants may be required to pass background checks. HHSC uses E-Verify. Bring I-9 documentation on first day. Download the I-9 Form. Telework Disclaimer:
This position may be eligible for telework. All HHS positions follow state and agency telework policies in addition to supervisor discretion. Nearest Major Market:
Austin
#J-18808-Ljbffr
Join to apply for the
Information Technology Support Specialist III
role at
Texas Health and Human Services . Date: Oct 7, 2025 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. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. Functional Title:
Information Technology Support Specialist III Job Title:
Information Technology SS III Agency:
Health & Human Services Comm Department:
Cstmr Srvc Help Desk DFPS Posting Number:
9970 Closing Date:
11/06/2025 Posting Audience:
Internal and External Occupational Category:
Computer and Mathematical Salary Group:
TEXAS-B-18 Salary Range:
$3,793.41 - $4,857.33 Pay Frequency:
Monthly Shift:
Day Additional Shift:
Days (First) Telework:
Not Eligible for Telework Travel:
Up to 10% Regular/Temporary:
Regular Full Time/Part Time:
Full time FLSA Exempt/Non-Exempt:
Nonexempt Job Location City:
AUSTIN Job Location Address:
701 W 51ST ST Other Locations:
MOS Codes: 0633,2631,6694,1N2X1,255A,25B,35T,94F,CT,CTM,CYB10,CYB11,ET,ISM,IT,ITS Brief Job Description:
The Information Technology Support Specialist III duties include software installations, troubleshooting/diagnosing complex hardware, software, and network performance problems. Duties may be accomplished via telephone support calls or email communication. Maintain technical expertise on hardware, software, telephony, network configurations, or peripherals using various methods. Monitors call trends to identify and resolve continuing problems or unusual situations. Participates in user acceptance testing prior to deployment of new hardware and software. Communicates on a complex level with others to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems. Trains automation support staff on supported systems to enhance troubleshooting skills. Prepares and updates computer application programs (i.e. Helix templates). May oversee daily operations in the absence of Team Leads. The IT Support Specialist III works under limited supervision, with considerable latitude for initiative and independent judgment. Performs other duties required to support and maintain operations. May be required to work days, evenings, weekends, holiday shifts, and provide after hour support. Occasional statewide and local travel may be required. Maintain a regular and predictable work schedule. Essential Job Functions (EJFs): Answer DFPS IT Customer Service Help Desk phone line during stated hours and troubleshoot hardware, software, telephony, and network issues; resolve problems on first contact when possible. (25%) Create trouble tickets in the agency's problem tracking system for all calls; involve other IT groups when needed. (25%) Verify and document caller details (agency, phone number, email, demographics) and other pertinent information. (20%) Perform rotating daily, weekly, monthly duties such as managing tickets, change requests, and task assignments; mentor and back up other help desk staff. (10%) Monitor call trends and remain current on known issues related to DFPS systems and hardware deployments. (10%) Attend required meetings, training, and seminars. (5%) Complete additional tasks or special assignments as requested. (5%) Knowledge, Skills And Abilities (KSAs): Information systems/technology processes and procedures; PCs, printers, peripherals, Microsoft products. Current technical troubleshooting techniques; customer service in a call center/help desk environment. Call-tracking software such as BMC HELIX. Ability to create and maintain technical documentation; explain technical info to non-technical audiences. Strong problem-solving, decision-making, and teamwork abilities; 45 WPM typing; ability to handle fast-paced workflow. Registrations, Licensure or Certifications:
A+ Certification Preferred; ITIL Foundation Certification Preferred Initial Screening Criteria:
At least 1 year IT troubleshooting experience; at least 1 year customer service experience; experience troubleshooting IT systems and applications; 2 Years Call Center Experience Preferred; experience using call-tracking software (e.g., BMC HELIX or ServiceNow). Additional Information:
Ability to adjust work schedule between 7:00am–8:00pm Mon-Fri and 8:00am–5:00pm Sat-Sun. Review Tips for Success when applying for jobs at DFPS, DSHS and HHSC. Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupations related to this role are listed in the posting. All qualified active-duty military personnel, reservists, guardsmen, and veterans are encouraged to apply. See the Texas State Auditor’s Military Crosswalk for details. ADA Accommodations:
HHSC/DSHS will provide reasonable accommodation during the hiring process. For assistance with the online application, contact the HHS Employee Service Center at 1-888-894-4747. If you need accommodation during interviews, notify the schedule contact. Pre-Employment Checks And Work Eligibility:
Depending on program area, applicants may be required to pass background checks. HHSC uses E-Verify. Bring I-9 documentation on first day. Download the I-9 Form. Telework Disclaimer:
This position may be eligible for telework. All HHS positions follow state and agency telework policies in addition to supervisor discretion. Nearest Major Market:
Austin
#J-18808-Ljbffr