TIERS/IEE IT Service Desk Expert

Health & Human Services Comm; Austin (TX); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

100% paid employee health insurance

Defined benefit pension plan

Generous time off benefits

Job summary

The Information Technology SS III role at Health & Human Services Commission (HHSC) TIERS/IEE Service Desk Agent provides first-line IT support for TIERS and related eligibility systems from Austin, Texas. You will document issues in Remedy and assist users with password resets and routine troubleshooting.

Ideal candidates have strong communication skills, familiarity with IT service desks, and the ability to work day/evening/weekend shifts. Occasional travel may be required.

Qualifications

• High school diploma or equivalent required; experience in customer service is preferred.
• Experience with IT service desks and Remedy/ITSM is a plus.
• Ability to document issues and solutions clearly for end users.

Responsibilities

• Answer TIERS/IEE Level 1 phone lines and troubleshoot hardware, software, and network issues.
• Log and track tickets in Remedy; provide timely updates to users.
• Perform password resets and basic system maintenance tasks.
• Coordinate with Level II staff for escalations and complex problems.
• Maintain technical documentation and participate in training as needed.

Skills

Information systems

Troubleshooting

Call center

Documentation

Communication

Education

High school diploma

Tools

Remedy ITSM

BMC Helix

PPM

ACD systems

Job description

The Information Technology SS III role at Health & Human Services Commission (HHSC) TIERS/IEE Service Desk Agent provides first-line IT support for TIERS and related eligibility systems from Austin, Texas. You will document issues in Remedy and assist users with password resets and routine troubleshooting.

Ideal candidates have strong communication skills, familiarity with IT service desks, and the ability to work day/evening/weekend shifts. Occasional travel may be required.