TIERS/IEE Service Desk Agent

TX-HHSC-DSHS-DFPS•Austin, TX

About The Position

The Information Technology SS III will report to the TIERS/IEE Level 1 Service Desk Manager and will perform highly advanced technical support and customer service duties associated with the Texas Integrated Eligibility Redesign System (TIERS) and other eligibility applications. The Information Technology SS III will also be responsible for providing first-level investigation and diagnosis support to customers (e.g., HHSC Eligibility staff). Gather pertinent information related to end user needs and accurately document in BMC Helix. Perform security administration (e.g., password resets) functions for TIERS, State Portal, EWMS, and other eligibility applications. Performs software installations, troubleshooting/diagnosing complex hardware, software issues, and network performance problems in support of HHSC Eligibility Systems (e.g., TIERS, State Portal, EWMS, and YourTexasBenefits). Duties may be accomplished via telephone support calls or email communication. Communicate effectively, both verbally and in writing, with internal and external audiences at various levels to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Maintain technical expertise on hardware, software, telephony, network configurations, or peripherals using various methods (i.e., reviewing technical information, attending training, using self-paced learning, working with other technical support teams, etc.). Work under limited supervision, with considerable latitude for the use on initiative and independent judgment. Performs other duties required to support and maintain operations. May be required to workdays, evenings, weekends, holiday shifts (primarily skeleton holidays), and provide after hour support to meet demands of system support. Occasional statewide and local travel may be required. Maintain a regular and predictable work schedule.

Requirements

Knowledge of: Information systems/technology processes and procedures.
Knowledge of: Personal computers, printers, other peripheral equipment, Microsoft products, and other applicable software.
Knowledge of: Current technical troubleshooting techniques.
Knowledge of: Customer service techniques.
Knowledge of: Call center/service desk environment is preferred.
Knowledge of: Call-tracking software such as BMC Helix, ServiceNow, with BMC Helix preferable, but not required.
Skill in: Creating and maintaining technical documentation.
Skill in: Translating technical information and being able to explain it to a non- technical audience in an appropriate manner.
Skill in: Working with ACD call systems and computers.
Skill in: Obtaining information from an individual about a technical problem when the caller is under stressful conditions.
Skill in: Exercising logic and reasoning to define problems, establish facts and draw valid conclusions; making basic decisions that support business objectives and goals.
Ability: To keep up with a heavy flow of email information as well as changes in hardware and software and provide current, accurate information to callers.
Ability: Perform research and retrieve information from computer systems, databases, and the Intranet/Internet.
Ability: Conduct complex analysis of systems and procedures.
Ability: Learn new and existing hardware and software.
Ability: Take direction, work well as part of a team, and independently when needed.
Experience adjusting to and maintaining a fast-paced workflow.
Graduation from a standard senior high school or at least 1 year of work experience.
Experience working in a customer service or office environment required.

Nice To Haves

ITIL V3. preferred.

Responsibilities

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
Answer the HHS TIERS/IEE Level 1 phone lines between the hours of 8:00am - 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. Adheres to established performance/attendance metrics.
Prepared to work the 10:00am - 7:00pm shift Monday - Friday on a rotating basis or as needed.
Utilizes two ticket system repositories BMC Helix and PPM (Project and Portfolio Management Center) to track ticket progress and resolution. Provides end-users with ticket updates and enters pertinent information to better assist technicians with ticket resolution.
Coordinate system solutions with customers (e.g., TIERS Level II Help Desk staff) . Monitor Service Desk agent's ticket routing timeliness to comply with established Service Desk procedures.
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.
Performs quality control measures to ensure proficient documenting of all steps taken on a ticket including all communication with the end users, to provide a timeline review of the issues being reported.
Performs in the HHSC IT eligibility system applications (e.g., TIERS, State Portal, Self Service Portal, YourTexasBenefits, and related systems). Troubleshoots/diagnoses complex hardware or software issues in support of TIERS, State Portal, and YourTexasBenefits.
Assists in interpreting help desk procedures, training fresh staff, and completing unit reports by request. Develops procedures and training manuals and conducts presentations and briefings as needed. Trains Help Desk support staff on supported systems to enhance their troubleshooting skills.
Refers problems to specialized staff pursuant to escalation policy and follows up on pending problems.
Submits drafts of material and new/unusual situations for review and addition to technical manuals or guides.
Prepares and updates computer application programs (i.e., Remedy OnDemand templates).
Maintains technical expertise on hardware, software, network configurations, and peripherals using various methods (i.e., reviewing technical information, attending training, using self-paced learning, collaborating with other staff).
Monitors call trends to identify and resolve continuing problems or unusual situations. Identifies trends, training issues and recommend necessary corrective action to Service Desk Management.
Aids other entities of HHSC (e.g., HHSC IT applications, Infrastructure & Ops, Security, and AES) with program, automation or network issues. Participates in user acceptance testing prior to deployment of new hardware and software to confirm system functionality.
Manages other duties as assigned including generating reports, attending workgroups, and coordinating unit activities. Act as a mentor to new Information Technology SS III's. Act as backup to other Information Technology SS III by performing their daily, weekly, monthly duties, and work schedule in the absence of the primary Information Technology SS III. Oversees daily operations in the absence of Team Leads.

Benefits

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

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