DFPS Service Desk Agent

TX-HHSC-DSHS-DFPS•Austin, TX

8d•Hybrid

About The Position

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. Explore more details on the Benefits of Working at HHS webpage. 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 (for example, reviewing technical information, attending training, using self-paced learning, working with other technical support teams, etc.) 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 (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 the use of 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 to meet the demands of system support. Occasional statewide and local travel may be required. Maintain a regular and predictable work schedule.

Requirements

At least 1 year experience performing IT troubleshooting in a technical (computer) environment
At least 1 year customer service experience providing technical assistance to customers.
Experience troubleshooting IT systems and applications.
Experience using call-tracking software such as BMC HELIX or Service Now.

Nice To Haves

A+ Certification Preferred
ITIL Foundation Certification Preferred
2 years Call center experience preferred.

Responsibilities

Answer DFPS IT Customer Service Help Desk phone line between the hours of 7:00am - 8:00pm, Monday thru Friday and 8:00am-5:00pm Saturday and Sunday, and troubleshoot technical problems for callers regarding agency hardware, software, telephony, and network issues, solving as many problems on first call as possible.
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.
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.
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 Helix; and send escalation notification emails to the resolver groups when customers call back, a request, or problem ticket has breached established service levels. Act as a mentor to new help desk agents; and act as backup to other help desk agents by performing their daily, weekly, monthly duties, and work their schedule when necessary.
Monitor call trends to identify and resolve continuing problems or unusual situations. Keep current on known technical issues related to DFPS agency systems and hardware deployments, troubleshooting tips, and broadcast announcements that impact help desk or has the potential to cause an increase in call volume.
Attend meetings, training, and seminars as required.
Complete additional tasks, projects, or special assignments upon request.