Information technology SS III Job Austin area,Texas USA,IT/Tech

Date:
Jul 22, 2026

Location:

AUSTIN, TX

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid 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:

information technology SS III
Job Title: Information Technology SS III
Agency: Health & Human Services Comm
Department: Cstmr Srvc Help Desk
Posting Number: 19248
Closing Date: 08/05/2026
Posting Audience: Internal and External
Occupational Category: Computer and Mathematical
Salary Range: $3,793.41 - $5,921.25
Pay Frequency: Monthly

Salary Group: TEXAS-B-18
Shift: Day
Additional Shift: Days (First)

Telework
Travel:
Up to 5%
Regular/Temporary: Regular
Full Time/Part Time: Full time
FLSA Exempt/Non-Exempt: Nonexempt

Facility

Location:

Job Location City: AUSTIN

Job Location Address: 701 W 51ST ST

Other Locations: Austin

MOS Codes: ,6694,1N2X1,255A,25B,35T,94F,CT,CTM,CYB
10,CYB
11,ET,ISM,IT,ITS

The Information Technology Support Specialist III duties include software installations, troubleshooting/diagnosing complex hardware, software, and network performance problems. Duties may be accomplished via telephone support calls or email communication. 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.) Monitors call 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 complex level with others (internally and externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. Train automation support staff on supported systems to enhance their troubleshooting skills. Prepare and update computer application programs (i.e. BMC Helix templates).

May oversee daily operations in the absence of Team Leads. The Information Technology Support Specialist III works 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 work days, 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 Functions (EJFs)

Answer HHS IT Enterprise Service Desk phone line between the hours of 7:00am - 7:00pm, Monday thru Friday and troubleshoot technical problems for callers regarding agency hardware, software, telephony, and network issues, solving as many problems on first call as possible. (25%)

Create trouble tickets in the agency's problem tracking system on all calls received, including issues that must be referred to another IT support group for resolution. (25%)

Verify and document caller's agency, phone number, email address, demographics, and collect other pertinent information related to the problem or issue that is reported. (20%)

Perform daily, weekly, and monthly duties as assigned on a rotating basis. Duties can include tasks such as assigning problem tickets, change requests, and tasks to the appropriate resolver group in BMC Helix; create problem tickets or change requests from emails submitted to the HHS HELP mailbox in Outlook; follow-up on status of tickets assigned a 'Critical' priority in BMC Helix;
Send escalation notification emails to the resolver groups when customers call back or a request or problem ticket has breached established service levels. Be prepared to work the 10:00am - 7:00pm shift Monday
- Friday on a rotating basis or as needed; act as a mentor to new Enterprise Service desk agents; and act as backup to other Enterprise Service desk agents by performing their daily, weekly, monthly duties, and work their schedule when necessary. (10%)

Monitors call trends to identify and resolve continuing problems or unusual situations. Keep current on known technical issues related to HHSC and DSHS (State Hospitals) agency systems and hardware deployments, troubleshooting tips, and broadcast announcements that impact Enterprise Service desk or has the potential to cause an increase in call volume. (10%)

Attend meetings, training, and seminars as required. (5%)

Complete additional tasks, projects, or special assignments upon request. (5%)

Knowledge,

Skills And Abilities

(KSAs)

[List the key KSAs, grouped by type.]

Knowledge Of

Knowledge of information…