Information Technology Support Specialist III
@ Texas Health and Human Services

Austin, TX
$55,000
On Site
Full Time
Posted 1 day ago

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XXXXXXXXX XXXXXXXXX XXXXXXXX****** @hhs.texas.gov
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Job Details

Overview

Join the Texas Health and Human Services Commission in Austin, TX as an Information Technology Support Specialist III. Your role will involve software installations, troubleshooting complex hardware, software, and network performance problems while providing quality customer service.

Key Responsibilities

  • Answer IT Help Desk calls and troubleshoot technical issues.
  • Create and manage trouble tickets in the agency system.
  • Document caller information and issue details.
  • Monitor call trends and assist with escalation processes.
  • Provide training and backup support to help desk staff.

Work Environment

This position is full time, nonexempt, and requires working various shifts including days, evenings, weekends, and holidays. Occasional statewide and local travel is expected. Note that telework eligibility is subject to state and agency policies.

Qualifications

  • Minimum one year IT troubleshooting experience.
  • Customer service experience in a technical environment.
  • Experience with call-tracking software like BMC HELIX or Service Now.
  • A+ Certification and ITIL Foundation Certification preferred.
  • Ability to type a minimum of 45 WPM and work under pressure.

Additional Information

This role requires flexibility in work scheduling and may involve after-hour support to meet system demands. Pre-employment background checks and proper I-9 documentation are required.

Key Skills/Competency

  • Troubleshooting
  • Customer Service
  • Technical Documentation
  • Call Center Operations
  • Hardware & Software Support
  • Network Troubleshooting
  • Microsoft Products
  • BMC HELIX
  • ITIL Fundamentals
  • Team Collaboration
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How to Get Hired at Texas Health and Human Services

🎯 Tips for Getting Hired

  • Customize Resume: Tailor your skills to IT support challenges.
  • Highlight Certifications: Emphasize A+ and ITIL certifications.
  • Prepare Examples: Discuss past troubleshooting experiences.
  • Research HHSC: Get insights on Texas Health services culture.

📝 Interview Preparation Advice

Technical Preparation

Review BMC HELIX and Service Now usage.
Practice troubleshooting hardware and software scenarios.
Refresh Microsoft products and peripheral device skills.
Study network configuration and call center technologies.

Behavioral Questions

Describe a time you solved complex issues.
Explain handling stressful customer interactions.
Share an example of mentoring team members.
Discuss adapting to changing work schedules.

Frequently Asked Questions