TIERS IT Service Desk Specialist

Texas Health and Human Services; Austin (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Paid time off

Career advancement opportunities

Job summary

Texas Health and Human Services Commission (HHSC) seeks an Information Technology SS III to provide highly advanced technical support and customer service for TIERS and other eligibility applications. You will document issues in ITSM Remedy, perform security admin tasks, and assist with software/hardware problems.

The role requires coordinating with Level II staff, maintaining expertise on hardware/software, and potentially working varied shifts.

Qualifications

• Experience in customer service or office environment.
• Strong problem-solving and communication skills.
• Ability to troubleshoot hardware, software, and network issues.

Responsibilities

• Answer TIERS/IEE Level 1 phone lines
• Troubleshoot technical problems for callers
• Document tickets in ITSM Remedy and monitor progress
• Provide after-hours support as needed
• Coordinate with TIERS Level II Help Desk as required
• Mentor junior staff and assist in training

Skills

Customer service

Call center

Troubleshooting

Documentation

Communication

Education

High school diploma or equivalent

Tools

Remedy ITSM

BMC Helix

IT hardware/software

Job description

Texas Health and Human Services Commission (HHSC) seeks an Information Technology SS III to provide highly advanced technical support and customer service for TIERS and other eligibility applications. You will document issues in ITSM Remedy, perform security admin tasks, and assist with software/hardware problems.

The role requires coordinating with Level II staff, maintaining expertise on hardware/software, and potentially working varied shifts.