Texas Health and Human Services
Information Technology Support Specialist III
Texas Health and Human Services, Austin, Texas, us, 78716
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 Support Specialist III Job Title:
Information Technology SS III Agency:
Health & Human Services Comm Department:
Cstmr Srvc Help Desk Posting Number:
4212 Closing Date:
09/17/2025 Posting Audience:
Internal and External Occupational Category:
Computer and Mathematical Salary Group:
TEXAS-B-18 Salary Range:
$3,793.41-$5,921.25 Shift:
Day Telework:
Eligible for Telework Travel:
Up to 5% 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 Required: 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 (internally and externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Trains automation support staff on supported systems to enhance their troubleshooting skills. Prepares and updates computer application programs. Essential Job Functions (EJFs): Answer HHS IT Customer Service Help 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. Duties can include tasks such as assigning problem tickets, change requests, and tasks to the appropriate resolver group in Remedy; create problem tickets or change requests from emails submitted to the HHS HELP mailbox in Outlook; follow-up on status of tickets assigned a 'Critical' priority in Remedy; and send escalation notification emails to the resolver groups when customers call back. (10%) Monitor call trends to identify and resolve continuing problems or unusual situations. Keep current on known technical issues related to HHSC and DSHS agency 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, Microsoft products; current technical troubleshooting techniques; call center/help desk environment; call-tracking software. Skill in:
Creating and maintaining technical documentation; translating technical information for a non-technical audience; exercising logic and reasoning to define problems. Ability to:
Manage heavy flow of email information; perform research and retrieve information; learn new hardware and software; work independently and as part of a team. 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 help desk; over six months of customer service experience; experience 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:
Military occupations that relate to the initial selection criteria and registration or licensure requirements for this position may include, but are not limited to those listed in this posting. 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 checks. Telework Disclaimer:
This position may be eligible for telework. Note that all HHS positions are subject to state and agency telework policies. #J-18808-Ljbffr
Information Technology Support Specialist III Job Title:
Information Technology SS III Agency:
Health & Human Services Comm Department:
Cstmr Srvc Help Desk Posting Number:
4212 Closing Date:
09/17/2025 Posting Audience:
Internal and External Occupational Category:
Computer and Mathematical Salary Group:
TEXAS-B-18 Salary Range:
$3,793.41-$5,921.25 Shift:
Day Telework:
Eligible for Telework Travel:
Up to 5% 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 Required: 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 (internally and externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Trains automation support staff on supported systems to enhance their troubleshooting skills. Prepares and updates computer application programs. Essential Job Functions (EJFs): Answer HHS IT Customer Service Help 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. Duties can include tasks such as assigning problem tickets, change requests, and tasks to the appropriate resolver group in Remedy; create problem tickets or change requests from emails submitted to the HHS HELP mailbox in Outlook; follow-up on status of tickets assigned a 'Critical' priority in Remedy; and send escalation notification emails to the resolver groups when customers call back. (10%) Monitor call trends to identify and resolve continuing problems or unusual situations. Keep current on known technical issues related to HHSC and DSHS agency 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, Microsoft products; current technical troubleshooting techniques; call center/help desk environment; call-tracking software. Skill in:
Creating and maintaining technical documentation; translating technical information for a non-technical audience; exercising logic and reasoning to define problems. Ability to:
Manage heavy flow of email information; perform research and retrieve information; learn new hardware and software; work independently and as part of a team. 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 help desk; over six months of customer service experience; experience 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:
Military occupations that relate to the initial selection criteria and registration or licensure requirements for this position may include, but are not limited to those listed in this posting. 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 checks. Telework Disclaimer:
This position may be eligible for telework. Note that all HHS positions are subject to state and agency telework policies. #J-18808-Ljbffr