IT Help Desk Specialist III — Enterprise Support

HEALTH AND HUMAN SERVICES COMMISSION; Austin (TX); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Generous time off

Career advancement opportunities

Job summary

Health and Human Services Commission (HHSC) seeks an Information Technology Support Specialist III to manage enterprise service desk activities, troubleshoot complex IT problems, and ensure timely ticket resolution. The role involves coordinating with internal teams, updating documentation, and mentoring staff.

Responsibilities include handling calls, creating tickets in BMC Helix, and supporting daily operations across hardware, software, and network issues.

Qualifications

• Experience in IT enterprise service desk or help desk environments.
• Knowledge of IT troubleshooting techniques and customer service.
• Ability to translate technical information for non-technical users.
• Typing speed of at least 45 WPM.

Responsibilities

• Answer IT Enterprise Service Desk calls and troubleshoot hardware, software, and network issues.
• Create and manage tickets in the problem-tracking system (BMC Helix/Outlook).
• Document caller information and maintain accurate records for problem resolution.
• Coordinate daily/weekly/monthly duties and mentor junior agents.
• Provide after-hours support and participate in rotating shifts when needed.

Skills

Information systems

Troubleshooting

Customer service

Call center environment

Communication skills

Typing speed

Tools

BMC Helix

Outlook

Job description

Health and Human Services Commission (HHSC) seeks an Information Technology Support Specialist III to manage enterprise service desk activities, troubleshoot complex IT problems, and ensure timely ticket resolution. The role involves coordinating with internal teams, updating documentation, and mentoring staff.

Responsibilities include handling calls, creating tickets in BMC Helix, and supporting daily operations across hardware, software, and network issues.