TIERS/IEE Help Desk Agent

5 months ago

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

The Information Technology SS III will report to the TIERS/IEE Level 1 Help 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 YourTexasBenefits). 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. Essential Job Functions:
•Performs in the HHSC IT eligibility system applications (e.g., TIERS, State Portal, Self Service Portal, YourTexasBenefits, and related systems). Troubleshoots/diagnoses complex hardware or software issues in support of TIERS, State Portal, and YourTexasBenefits.

•Assists in interpreting help desk procedures, training fresh staff, and completing unit reports by request. Develops procedures and training manuals and conducts presentations and briefings as needed. Trains Help Desk support staff on supported systems to enhance their troubleshooting skills.

•Performs quality control measures to ensure proficient documenting of all steps taken on a ticket including all communication with the end users, to provide a timeline review of the issues being reported.

•Refers problems to specialized staff pursuant to escalation policy and follows up on pending problems.

•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.

•Submits drafts of material and new/unusual situations for review and addition to technical manuals or guides.

•Prepares and updates computer application programs (i.e., Remedy OnDemand templates).

•Maintains technical expertise on hardware, software, network configurations, and peripherals using various methods (i.e., reviewing technical information, attending training, using self-paced learning, collaborating with other staff).

•Monitors call trends to identify and resolve continuing problems or unusual situations. Identifies trends, training issues and recommend necessary corrective action to Help Desk Management.

•Utilizes two ticket system repositories ITSM 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.

•Coordinate system solutions with customers (e.g., TIERS Level II Help Desk staff) . Monitor Help Desk agent's ticket routing timeliness to comply with established Help Desk procedures.

•Aids other entities of HHSC (e.g., HHSC IT applications, Infrastructure & Ops, Security, and AES) with program, automation or network issues. Participates in user acceptance testing prior to deployment of new hardware and software to confirm system functionality.

•Manages other duties as assigned including generating reports, attending workgroups, and coordinating unit activities. Oversees daily operations in the absence of Team Leads.
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.

•Skill in working with ACD call systems and computers.

•Knowledge of call-tracking software such as Remedy or ITSM Remedy, preferable, but not 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.

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

•Experience performing research and retrieving information from computer systems, databases, and the Intranet/Internet.

•Experience conducting complex analysis of systems and procedures.

•Experience learning new and existing hardware and software.

•Experience taking direction, working well as part of a team, and working independently when needed.

•Experience adjusting to and maintaining a fast-paced workflow.

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