Information Technology Help Desk Support

GTS client is looking to bring on a Technical Support Specialist for a long-term contract in Austin, TX. This position is an onsite position and will do phone and remote support for state application (TIERS) and other state eligibility applications. Gathers pertinent information related to end user needs, and accurately documents in IT Service Management system (Remedy). Performs security access administration functions (password resets) for TIERS and other eligibility application end users. Communicates effectively (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. The analyst will also be responsible for providing first-level support to HHSC call center staff.

Additional Information: Typically, 8-hour shifts are staggered between 8:00 a.m. and 8:00 p.m., Monday thru Friday, except on recognized State and/or Federal holidays. Must be able to work outside of standard hours on short notice. Must be able to sit for long periods of time while assisting customers.

Essential Job Functions:

• Answers IT Customer Service TIERS/IEE Help Desk telephone hotline and support email account.
• Troubleshoots connectivity and login issues for users accessing TIERS, State Portal, CHIP Inquiry, MAXe CHIP, MAXe IE, and MS Outlook. Escalates issues as required.
• Creates problem tickets in Agency incident tracking software (Remedy) for all calls. Opens change management tickets on facility requests at HHSC Call Centers.
• Verifies and documents customer identity, and other pertinent information in accordance with Agency policies.
• Performs weekly and monthly duties as assigned on a rotating basis (e.g. picking up mail, retrieving messages left on IEE Help desk voicemail, etc.). Acts as backup to monthly duties as needed.
• Attends department meetings and training as required.
• Serves as an integral member of an IT Support Team which supports various level of customer in a dynamic environment.
• Promotes and participates in a positive and culturally diverse work environment.
• Other duties as required.

Requirements:

• 1+ years of experience providing customer service in a technical help desk environment.
• Experience using a personal computer, Microsoft Operating Systems (Windows) and Microsoft Office.
• Ability to effectively communicate orally and in writing in the English language with all levels of staff.
• Excellent customer service techniques, especially with difficult callers and/or under stressful conditions.
• Ability to type 45+ words per minute.
• Knowledge of incident tracking software such as Remedy is required.
• Experience working in TIERS and State Portal preferred.
• Skill in creating and maintaining technical documentation.
• Ability to take direction, work well as part of a team, and work independently when needed. Ability to adjust to and maintain a fast-paced workflow.
• Must pass a satisfactory standard criminal background check upon hire.

GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws.

As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual.

GTS Technology Solutions participates in E-Verify to confirm the employment eligibility of all newly hired employees. If you are offered a position with GTS Technology Solutions, your employment will be contingent upon successful verification of your identity and legal authorization to work in the United States through E-Verify.

For more information about E-Verify, please visit E-Verify's official website.