Systems Support Specialist III

4 weeks ago


Austin, Texas, United States Health & Human Services Comm Full time

Job Description:

The Systems Support Specialist III role at Health & Human Services Comm involves providing technical support for software installations, troubleshooting complex hardware, software, and network performance problems. This position requires strong communication skills to interact with customers, both internally and externally, to provide information, answer inquiries, and resolve issues.

Key Responsibilities:

  • Answer HHS IT Customer Service Help Desk phone line and troubleshoot technical problems for callers regarding agency hardware, software, telephony, and network issues.
  • 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.
  • 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.
  • Perform daily, weekly, and monthly duties as assigned on a rotating basis, including tasks such as assigning problem tickets, change requests, and tasks to the appropriate resolver group in Remedy.
  • Monitor call trends to identify and resolve continuing problems or unusual situations.

Requirements:

  • 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.
  • Demonstrated ability to troubleshoot IT systems and applications.

Preferred Qualifications:

  • A+ Certification
  • ITIL Foundation Certification

Working Conditions:

The Systems Support Specialist III works under limited supervision, with considerable latitude for the use of initiative and independent judgment. May be required to work days, evenings, weekends, holiday shifts, and provide after-hour support to meet demands of system support. Occasional statewide and local travel may be required.



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