Information Technology SS III

3 weeks ago

Austin, United States Texas Department of Aging & Disability Services Full time
Job Description:
Information Technology SS III

Information Technology SS III

The DFPS Help Desk Systems Support Specialist III duties include software installations, (Level I & II) 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. Develops procedures and training manuals and conducts presentations and briefings. Train automation support staff on supported systems to enhance their troubleshooting skills.

The Help Desk Systems Support 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 second shift support to meet demands of system support. Occasional statewide and local travel may be required. Maintain a regular and predictable works schedule. Essential Job Functions:
Answer DFPS Help Desk phone line, which operates 7 days a week. Troubleshoot technical problems for callers regarding agency hardware, software, telephony, and network issues, solving as many problems on first call as possible (10%).

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. (10%)

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. (10%)

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 Remedy; create problem tickets or change requests from emails submitted to the DFPS mailbox in Outlook; follow-up on status of tickets assigned a 'Critical' priority in Remedy; 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 second or third shifts as needed; act as a mentor to new help desk agents; and act as backup to other Help Desk Analyst III by performing their daily, weekly, monthly duties, and work schedule in the absence of the primary Help Desk Analyst III. (30%)

Monitors call trends to identify and resolve continuing problems or unusual situations. Keep current on known technical issues related to DFPS systems and hardware deployments, troubleshooting tips, and broadcast announcements that impact help desk or has the potential to cause an increase in call volume. (15%)

Develops procedures and training manuals and conducts presentations and briefings. Trains automation support staff on supported systems to enhance their troubleshooting skills. (10%)

Attend meetings, training, and seminars as required. (10%)

Complete additional tasks, projects, or special assignments upon request. (5%)
Knowledge Skills Abilities:
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/help desk environment is preferred.
Knowledge of call-tracking software such as Remedy, ITSM Remedy, or Remedy OnDemand is required.
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 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)
Normal auditory ability.
Ability to sit 90% of the time while performing job functions

  • Information Technology Ba Iii

    1 month ago

    Austin, United States Health & Human Services Comm Full time

    *Teleworking opportunity is available. Will be required to come into the office once per week*- The BA III reports to the Daily Operations manager and serves as a Product Owner (PO) for the Daily Operations program. Activities for this position include working with agile/scrum teams of contracted software vendors to implement system changes; performing...

  • Director of Information Technology

    1 month ago

    Austin, United States Pinthouse Full time

    **Summary**: Plan, direct, implement, and coordinate the strategic plans, policies, and programs for technology and management information services to accomplish corporate goals and objectives. Plan, direct, implement and coordinate activities for multi-team or cross-functional organizations centered on improving business processes and...

  • Director of Information Technology

    1 month ago

    Austin, United States Pinthouse Full time

    Job DescriptionJob DescriptionSummaryDirect and manage the information, data integrity, and technology of Pinthouse as well as manage the Information Technology department and functions of the company. This includes all data centers and warehouses, help-desk, communication networks (voice and data), application development, and computer and technology...

  • Contract Specialist Iii

    13 hours ago

    Austin, United States Health & Human Services Comm Full time

    Contract Specialist III - The Contract Specialist III is selected by and reports to the Manager of the Deliverables and Projects Team in the Contract Administration and Provider Monitoring (CAPM) Office within the Medicaid/CHIP Division. The Contract Specialist III performs highly complex (senior level) consultative services and technical assistance work to...

  • Information Technology BA III

    1 month ago

    Austin, United States Texas Department of Aging & Disability Services Full time

    Job Description: Performs business analysis activities related to IT applications utilized by HHSC program areas. Work involves the gathering, development, and documentation of user requirements; the review, assessment, and development of business processes; the creation of test plans and coordination of user acceptance testing; the performance of post...

  • Contract Specialist III

    8 hours ago

    Austin, United States Texas Department of Aging & Disability Services Full time

    Job Description: Contract Specialist III The Contract Specialist III is selected by and reports to the Manager of the Deliverables and Projects Team in the Contract Administration and Provider Monitoring (CAPM) Office within the Medicaid/CHIP Division. The Contract Specialist III performs highly complex (senior level) consultative services and technical...

  • Attorney III

    7 days ago

    Austin, United States Texas Department of Aging & Disability Services Full time

    Job Description: Do you want a better work-life balance? Are you passionate about public service and looking for a fulfilling career path? Then don't miss out on this exclusive opportunity for a rewarding career at the Texas Health and Human Services Commission (HHSC) and apply now! At HHSC, we are responsible for overseeing and managing programs that...

  • Information Technology BA IV

    2 weeks ago

    Austin, United States Texas Department of Aging & Disability Services Full time

    Job Description: *Teleworking opportunity is available.* The Texas Health and Human Services Commission (HHSC) CFO Contracts Oversight seeks a highly qualified candidate to fill the position of Business Analyst IV (BA IV). This position develops and manages the solicitations, contracts, amendments, purchase requisitions and purchase orders for the Chief...

  • Business Analyst III

    1 week ago

    Austin, United States Texas Department of Aging & Disability Services Full time

    Job Description: The Texas Health and Human Services Commission (HHSC) Medicaid & CHIP Services (MCS) department seeks a highly qualified candidate to fill the position of Business Analyst III (BA III) in the Electronic Visit Verification (EVV) unit. EVV is a computer-based system that electronically documents and verifies service delivery information,...

  • Finance Senior Manager

    5 days ago

    Austin, United States General Dynamics Information Technology Full time

    Transform technology into opportunity as a Finance Senior Manager with GDIT, where you’ll sustain and enhance the systems that matter most to our clients, be at the forefront of innovation, and play a meaningful part in improving how agencies operate as we provide enterprise IT operations and maintenance (O&M) services for government public cloud...

  • Manager III

    4 days ago

    Austin, United States Texas Department of Aging & Disability Services Full time

    Job Description: Manager III The Texas Health and Human Services commission (HHSC) seeks highly qualified candidates to fill the Manager III position within the Access & Eligibility Services (AES) Department Eligibility Operations Integrity Support Services (ISS). AES is driven by its mission to connect Texans to services by helping individuals and...

  • Administrative Asst Iii

    4 weeks ago

    Austin, United States Health & Human Services Comm Full time

    Administrative Asst III**Essential Job Functions**: **Knowledge Skills Abilities**: **Registration or Licensure Requirements**: None **Initial Selection Criteria**: Preferred experience handling a high volume of assignments in a short period of time. Require ability or experience with various types of computer equipment and software, including Outlook Word...

  • Systems Support Specialist III

    1 week ago

    Austin, United States Texas Department of Aging & Disability Services Full time

    Job Description: The Systems 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...

  • C524 Citrix Systems Engineer

    2 weeks ago

    Austin, United States Texas Department of Transportation Full time

    Performs highly advanced server systems work in operational support of TxDOT District/Division information technology systems. Oversees work involving analyzing user requirements, procedures, and problems to automate processing or improve existing systems. Provides technical support and advice regarding the development, testing, implementation, and...

  • C524 Cloud Systems Engineer

    2 weeks ago

    Austin, United States Texas Department of Transportation Full time

    Performs highly advanced Cloud (AWS, Azure, PowerPlatforms) systems work in operational support of TxDOT District/Division and Tolls information technology systems. Oversees work involving analyzing user requirements, procedures, and problems to automate processing or to improve existing systems. Oversees technical support and advice involving the...

  • Glo - Planner Iii-v

    4 days ago

    Austin, United States GENERAL LAND OFFICE Full time

    **GLO - Planner III-V** **(**00042258**)** **Organization**: GENERAL LAND OFFICE **Primary Location**: Texas-Austin **Work Locations**: Austin GLO Main FL1 1700 N Congress Ave Austin 78701 **Job**: Business and Financial Operations **Employee Status**: Regular **Schedule**: Full-time **Standard Hours Per Week**: 40.00 **State Job Code**: 0520 0518,...

  • Engineer III, Software

    2 weeks ago

    Austin, United States Dice Full time

    Dice is the leading career destination for tech experts at every stage of their careers. Our client, Thermo Fisher Scientific, is seeking the following. Apply via Dice today! Job Description DUTIES: Work with product development team of scientists and engineers to gather requirements and design interactive scientific software solutions. Develop full stack...

  • Systems Administrator III

    7 days ago

    Austin, United States International Game Technology, plc Full time

    Provide Level 2 support to resolve routine technical problems at both an application and infrastructure level in a multi-tenant data center. Triage and escalate more complex problems to Tier 3 support. Assist in leading and coordinating response/reso Systems Administrator, Systems Manager, Administrator, Systems, Monitoring, Technology, Management

  • Accountant III Payable

    1 month ago

    Austin, United States Texas Department of Aging & Disability Services Full time

    Job Description: The Accountant III performs moderately complex accounting work for the Department of Family and Protective Services (DFPS). This position prepares, audits, and reconciles invoices, purchase orders/contracts and receiving documentation through the agency CAPPs. The position is responsible for verifying that all necessary and required...

  • Information Technology Specialist

    2 weeks ago

    Austin, United States Revature Full time

    Must have skills: Teamcenter FA Detailed Job Description: Teamcenter Functional Analyst Should be well conversant in developing Teamcenter Functional design and have Teamcenter Solutioning expertise to design complex business process / business application solutions to address cross functional needs Understand and be able to transform business requirements...