TIERS/IEE Service Desk Agent
Listed on 2026-10-10
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Posting 22203
-Posted
10/07/2026
- Health & Human Services Comm
- Cstmr Svc Desk (TIERS) Staff
- Computer and Mathematical
- 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:
TIERS/IEE Service Desk Agent
Job Title: Information Technology SS III
Agency: Health & Human Services Comm
Department: Cstmr Svc Desk (TIERS) Staff
Posting Number: 22203
Closing Date: 12/06/2026
Posting Audience: Internal and External
Occupational Category: Computer and Mathematical
Salary Range: $3,793.42-$4,857.33
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: None
MOS Codes: ,6694,1N2X1,255A,25B,35T,94F,CT,CTM,CYB
10,CYB
11,ET,ISM,IT,ITS
Job Description
The Information Technology SS III will report to the TIERS/IEE Level 1 Service 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 Your Texas Benefits ).
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.
Job Functions (EJFs)
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
Answer the HHS TIERS/IEE Level 1 phone lines between the hours of 8:00am - 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. Adheres to established performance/attendance metrics.
Prepared to work the 10:00am - 7:00pm shift Monday
- Friday on a rotating basis or as needed.
Utilizes two ticket system repositories BMC Helix and PPM (Project and Portfolio Management Center) to track ticket progress and resolution. Provides end-users with ticket updates and enters pertinent information to better assist technicians with ticket resolution. (20%)
Coordinate system solutions with customers (e.g., TIERS Level II Help Desk staff) . Monitor Service Desk agent's ticket routing timeliness to comply with established Service Desk procedures. (10%)
Communicates on a…
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