Senior IT Help Desk Specialist

Health & Human Services Comm; Austin (TX); Vor Ort; USD 42.000 - 66.000; Vollzeit

Benefits dieser Stelle

Health insurance

Pension plan

Generous time off

Zusammenfassung

Health & Human Services Comm in Austin, TX seeks an Information Technology Support Specialist III to join the Enterprise Service Desk, handling calls about hardware, software, telephony, and network issues with a focus on first-call resolution. The role requires six months of IT troubleshooting in a help desk environment, strong customer service, and the ability to type at least 45 words per minute.

Telework is not eligible for this position; the shift is Day, with potential for additional

Qualifikationen

• At least six months experience performing IT troubleshooting in a technical help desk.
• Over six months of customer service experience providing technical assistance to customers.
• Experience in troubleshooting IT systems and applications.

Aufgaben

• Answer HHS IT Enterprise Service Desk phone line between 7:00am-7:00pm, Monday through Friday, and troubleshoot technical problems for callers regarding agency hardware, software, telephony, and network issues.
• 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.
• Monitor call trends, follow-up on critical tickets, and adjust work schedules as needed; mentor new agents and support backup coverage.

Kenntnisse

Customer service

Technical troubleshooting

Technical documentation

Typing 45 WPM

Ausbildung

A+ Certification Preferred

ITIL Foundation Certification Preferred

Tools

BMC Helix

Jobbeschreibung

Health & Human Services Comm in Austin, TX seeks an Information Technology Support Specialist III to join the Enterprise Service Desk, handling calls about hardware, software, telephony, and network issues with a focus on first-call resolution. The role requires six months of IT troubleshooting in a help desk environment, strong customer service, and the ability to type at least 45 words per minute.

Telework is not eligible for this position; the shift is Day, with potential for additional