IT Support Specialist III: Elevate Tech Help (Austin)

Texas Health and Human Services; Austin (TX); On-site; USD 42,000 - 66,000; Full time

Job summary

Texas Health and Human Services Commission (HHSC) is seeking an Information Technology Support Specialist III in Austin, TX. The role supports the Enterprise Service Desk, handling calls, tickets, and troubleshooting for agency hardware, software, and network issues.

The position requires strong communication, documentation skills, and experience with IT support tools. A+ and ITIL certifications are preferred, with some after-hours flexibility and potential state travel.

Qualifications

• Six months experience performing IT troubleshooting in a technical help desk.
• Six months of customer service experience providing technical assistance.
• Experience troubleshooting IT systems and applications.
• A+ Certification Preferred
• ITIL Foundation Certification Preferred

Responsibilities

• Answer the HHS IT Enterprise Service Desk phone line 7:00am–7:00pm, Monday–Friday.
• Create trouble tickets in the agency's problem tracking system for all calls.
• Verify and document caller information and collect relevant details.
• Perform daily, weekly, and monthly duties on a rotating basis.
• Mentor new Enterprise Service desk agents and back up other staff.
• Provide after-hours support as needed and work schedule changes.

Skills

IT troubleshooting

Customer service

Technical documentation

Communication

Phone and email support

Tools

BMC Helix

Job description

Texas Health and Human Services Commission (HHSC) is seeking an Information Technology Support Specialist III in Austin, TX. The role supports the Enterprise Service Desk, handling calls, tickets, and troubleshooting for agency hardware, software, and network issues.

The position requires strong communication, documentation skills, and experience with IT support tools. A+ and ITIL certifications are preferred, with some after-hours flexibility and potential state travel.