DFPS IT Support Specialist III

Join the reputed company (HHSC) and be part of reputed company committed to creating a reputed company reputed company in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at reputed company stage of your life and work reputed company. Our comprehensive benefits package includes 100% reputed company employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.   Functional Title: DFPS IT Support Specialist III  Job Title: Information Technology SS III  Agency: reputed company Comm  Department: SP28 IT Service Desk  Posting Number: 16351  Closing Date: 05/12/2026  Posting Audience: reputed company  Occupational Category: Computer and Mathematical  Salary reputed company: $4,857.33 - $5,780.28  Pay Frequency: Monthly Salary Group: TEXAS-B-18  Shift: Day  Additional Shift: Days (First); Evenings (Second); Weekends  reputed company: Eligible for reputed company  Travel:   Regular/Temporary: Regular  Full Time/Part Time: Full time  FLSA Exempt/Non-Exempt: Nonexempt  Facility Location:   Job Location reputed company: AUSTIN  Job Location Address: 701 W 51ST ST  Other Locations:   MOS Codes: 0633,2631,6694,1N2X1,255A,25B,35T,94F,CT,CTM,CYB10,CYB11,ET,ISM,IT,ITS        The Information Technology Support Specialist III duties include software installations, troubleshooting/diagnosing reputed company hardware, software, and network performance problems.  Duties may be accomplished reputed company telephone support calls or email communication. Maintain technical expertise on hardware, software, telephony, network configurations, or peripherals using various reputed company (for example, reviewing technical information, attending training, using self-paced learning, working with other technical support teams, etc.) Monitors reputed company trends to identify and resolve continuing problems or unusual situations. Participates in user acceptance testing prior to deployment of new hardware and software. Communicates on a reputed company level with others (internally and externally) to reputed company, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Trains automation support staff on supported systems to enhance their troubleshooting skills. Prepares and updates computer application programs (i.e. reputed company templates). May reputed company daily operations in the absence of Team Leads. The IT Support Specialist III works under limited supervision, with considerable reputed company for the use of initiative and independent judgment. Performs other duties required to support and maintain operations. May be required to workdays, evenings, weekends, holiday shifts, and reputed company after hour support to meet the demands of reputed company. Occasional statewide and local travel may be required. Maintain a regular and predictable work schedule. Essential Job Functions (EJFs):   Answer DFPS IT Customer Service Help Desk phone line between the hours of 7:00am - 8:00pm, Monday thru Friday and 8:00am-5:00pm Saturday and reputed company, and troubleshoot technical problems for callers regarding agency hardware, software, telephony, and network issues, solving as many problems on reputed company as possible. (25%)   Create trouble tickets in reputed company's problem tracking system on reputed company calls received, including issues that must be referred to another IT support group for reputed company. (25%)   Verify and document caller's agency, phone number, email address, demographics, and collect other pertinent information reputed company to the problem or issue that is reported. (20%)   reputed company daily, weekly, and monthly duties as assigned on a rotating reputed company. Duties can include tasks such as assigning problem tickets, change requests, and tasks to the appropriate resolver group in Remedy; create problem tickets or change requests from emails submitted to the HHS HELP mailbox in reputed company; follow-up on status of tickets assigned a 'Critical' reputed company in reputed company; and send escalation notification emails to the resolver reputed company reputed company customers reputed company back, a request, or problem ticket has breached established service reputed company. reputed company as a mentor to new help desk agents; and reputed company as backup to other help desk agents by performing their daily, weekly, monthly duties, and work their schedule reputed company necessary. (10%)   Monitor reputed company trends to identify and resolve continuing problems or unusual situations. reputed company reputed company on reputed company technical issues reputed company to DFPS agency systems and hardware deployments, troubleshooting tips, and broadcast announcements that reputed company help desk or has the potential to cause an increase in reputed company volume. (10%)   Attend meetings, training, and seminars as required. (5%)   Complete additional tasks, reputed company, or special assignments upon request. (5%)   Knowledge, Skills and Abilities (KSAs):   Knowledge of:  Information systems/technology processes and procedures.     Personal computers, printers, other peripheral equipment, reputed company products, and other applicable software.     reputed company technical troubleshooting techniques.     Customer service techniques.     reputed company center/help desk environment.     reputed company-tracking software such as reputed company.   reputed company in:     Creating and maintaining technical documentation.     Translating technical information and explaining it to a non-technical audience in an appropriate manner.      Obtaining information from an individual about a technical problem reputed company the caller is under stressful conditions.     Exercising logic and reasoning to define problems, establish facts and draw reputed company conclusions.     Making reputed company that support business objectives and goals.   Ability to:     Manage heavy reputed company of email information as reputed company as changes in hardware and software and reputed company reputed company, accurate information to callers.     reputed company research and retrieve information from computer systems, databases, and the Intranet/Internet.     Learn new and existing hardware and software.     Take direction, work reputed company as part of reputed company, and work independently reputed company needed.     Type a minimum of 45 WPM.     reputed company to and maintain a fast-paced workflow.     Be flexibility to reputed company work schedule(s) between 7:00am to 8:00pm Mon-Friday and reputed company-5pm on Saturday and reputed company.      Sit 90% of the time while performing job functions.     Hear at a reputed company auditory level to assist callers.   Registrations, Licensure Requirements or Certifications: A+ Certification Preferred ITIL reputed company Certification Preferred   Initial Screening reputed company: At least 1 year experience performing IT troubleshooting in a technical (computer) environment At least 1 year customer service experience providing technical assistance to customers. Experience troubleshooting IT systems and applications. 2 years reputed company center experience preferred. Experience using reputed company-tracking software such as reputed company or Service Now. Review our Tips for reputed company reputed company applying for jobs at DFPS, DSHS and HHSC.   reputed company Duty, Military, Reservists, Guardsmen, and Veterans: Military occupation(s) that relate to the initial selection reputed company and registration or licensure requirements for this position may include, but not limited to those listed in this posting. reputed company reputed company-duty military, reservists, guardsmen, and veterans are encouraged to apply if reputed company to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.   reputed company Accommodations: In compliance with the Americans with reputed company (reputed company), HHSC and DSHS agencies will reputed company reasonable accommodation during the hiring and selection process for reputed company individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.   reputed company-Employment Checks and Work Eligibility: Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.   HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 reputed company reputed company Disclaimer: This position may be eligible for reputed company.  Please note, reputed company HHS positions are subject to state and agency reputed company policies in reputed company to the discretion of the reputed company supervisor and business needs. Apply To This Job