Job Information
HEALTH AND HUMAN SERVICES COMMISSION TIERS/IEE Help Desk Agent in Austin, Texas
Job/Position DescriptionInformation Technology SS IIIThe Information Technology SS III will report to the TIERS/IEE Level 1 Help Desk Manager and will perform highly advanced technical support and customer service duties associated with the Texas Integrated Eligibility Redesign System (TIERS) and other eligibility applications. The Information Technology SS III will also be responsible for providing first-level investigation and diagnosis support to customers (e.g., HHSC Eligibility staff). Gather pertinent information related to end user needs and accurately document in IT Service Management (ITSM) Remedy. Perform security administration (e.g., password resets) functions for TIERS, State Portal, EWMS, and other eligibility applications. Performs software installations, troubleshooting/diagnosing complex hardware, software issues, and network performance problems in support of HHSC Eligibility Systems (e.g., TIERS, State Portal, EWMS, and YourTexasBenefits). Duties may be accomplished via telephone support calls or email communication. Communicate effectively, both verbally and in writing, with internal and external audiences at various levels to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Maintain technical expertise on hardware, software, telephony, network configurations, or peripherals using various methods (i.e., reviewing technical information, attending training, using self-paced learning, working with other technical support teams, etc.). Work under limited supervision, with considerable latitude for the use on initiative and independent judgment. Performs other duties required to support and maintain operations. May be required to workdays, evenings, weekends, holiday shifts (primarily skeleton holidays), and provide after hour support to meet demands of system support. Occasional statewide and local travel may be required. Maintain a regular and predictable work schedule. Essential Job Functionsand#149;Performs in the HHSC IT eligibility system applications (e.g., TIERS, State Portal, Self Service Portal, YourTexasBenefits, and related systems). Troubleshoots/diagnoses complex hardware or software issues in support of TIERS, State Portal, and YourTexasBenefits.and#149;Assists in interpreting help desk procedures, training fresh staff, and completing unit reports by request. Develops procedures and training manuals and conducts presentations and briefings as needed. Trains Help Desk support staff on supported systems to enhance their troubleshooting skills.and#149;Performs quality control measures to ensure proficient documenting of all steps taken on a ticket including all communication with the end users, to provide a timeline review of the issues being reported.and#149;Refers problems to specialized staff pursuant to escalation policy and follows up on pending problems.and#149;Communicates on a complex level with others (internally and externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.and#149;Submits drafts of material and new/unusual situations for review and addition to technical manuals or guides.and#149;Prepares and updates computer application programs (i.e., Remedy OnDemand templates).and#149;Maintains technical expertise on hardware, software, network configurations, and peripherals using various methods (i.e., reviewing technical information, attending training, using self-paced learning, collaborating with other staff).and#149;Monitors call trends to identify and r https://jobshrportal.hhsc.state.tx.us/ENG/CareerPortal/job_profile.cfm?szOrderID=601039 Copy the URL in the preceding sentence to an Internet Explorer browser to apply to the job directly through the Texas Health and Human Services Career Portal.