Information Technology Support Specialist III

Posting 22010
-Posted
10/05/2026

- Health & Human Services Comm

- Cstmr Srvc Help Desk

- Computer and Mathematical

- Not Eligible for Telework
- Other Locations (1) - Additional Shifts available (1) -b. $3000 - $4999 per month

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 Support Specialist III

Job Title:

Information Technology SS III
Agency:Health & Human Services Comm
Department:Cstmr Srvc Help Desk
Posting Number:22010
Closing Date:11/04/2026
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:Not Eligible for 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

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 systems/technology processes and procedures.

Knowledge of personal computers,…