Information Technology SS III

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 systems/technology processes and procedures.

Knowledge of personal computers, printers, other peripheral equipment, Microsoft products, and other applicable software.

Knowledge of current technical troubleshooting techniques.

Knowledge of customer service techniques.

Knowledge of the call center/Enterprise Service desk environment is preferred.

Knowledge of call-tracking software such as BMC Helix is required.

Skill in:

Skill in creating and maintaining technical documentation.

Skill and ability to translate technical information and be able to explain it to a non-technical audience in an appropriate manner.

Skill and ability to obtain information from an individual about a technical problem when the caller is under stressful conditions.

Skill and ability to exercise logic and reasoning to define problem, establish facts and draw valid conclusions; make basic decisions that support business objectives and goals.

Ability to:

Ability to keep up with a heavy flow of email information as well as changes in hardware and software and provide current, accurate information to callers.

Ability to perform research and retrieve information from computer systems, databases, and the Intranet/Internet. Ability to learn new and existing hardware and software.

Ability to take direction, work well as part of a team, and work independently when needed.

Ability to type a minimum of 45 WPM.

Ability to adjust to and maintain a fast-paced workflow.

Ability and flexibility to adjust work schedule(s) between 7:00am to 7:00pm is critical to the performance of this position. 

Normal auditory ability.

Ability to sit 90% of the time while performing job functions.

Registrations, Licensure Requirements or Certifications:

A+ Certification Preferred

ITIL Foundation Certification Preferred

Initial Screening Criteria:

At least six months experience performing IT troubleshooting in a technical (computer) help desk. Over six months of customer service experience providing technical assistance to customers. Experienced in troubleshooting IT systems and applications.

Additional Information:

Ability and flexibility to adjust work schedule(s) between 7:00am to 7:00pm is critical to the performance of this position.