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TIERS/IEE Technical Support Specialist

2 months ago

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

**Position Title:** Information Technology Support Specialist III

The Information Technology Support Specialist III will report to the Help Desk Manager for TIERS/IEE and will undertake advanced technical assistance and customer service responsibilities related to the Texas Integrated Eligibility Redesign System (TIERS) and other eligibility platforms.

This role includes providing initial investigation and diagnostic support to users, such as HHSC Eligibility personnel.

Gather relevant information regarding user requirements and accurately log details in the IT Service Management (ITSM) Remedy system. Execute security administration tasks, including password resets, for TIERS, State Portal, EWMS, and other eligibility systems.

Responsibilities include software installations, troubleshooting, and diagnosing intricate hardware, software, and network performance issues in support of HHSC Eligibility Systems (e.g., TIERS, State Portal, EWMS, and YourTexasBenefits).

Tasks may be performed through telephone support or email correspondence.

Effectively communicate, both verbally and in writing, with internal and external stakeholders at various levels to provide, exchange, or verify information, respond to inquiries, address concerns, or resolve issues.

Maintain technical proficiency in hardware, software, telephony, network configurations, and peripherals through various methods, including reviewing technical documentation, attending training sessions, engaging in self-paced learning, and collaborating with other technical support teams.

Work with limited supervision, exercising considerable initiative and independent judgment. Perform additional duties as required to support and sustain operations.

Flexibility to work during weekdays, evenings, weekends, and holidays (primarily skeleton holidays) may be necessary, along with providing after-hours support to meet system demands.

Occasional travel may be required. Maintain a consistent and predictable work schedule.

Key Responsibilities:

  • Engage with HHSC IT eligibility system applications (e.g., TIERS, State Portal, Self Service Portal, YourTexasBenefits, and related systems). Troubleshoot and diagnose complex hardware or software issues in support of TIERS, State Portal, and YourTexasBenefits.
  • Assist in clarifying help desk protocols, training new staff, and preparing unit reports as requested. Develop procedural and training documentation and conduct presentations as necessary. Mentor Help Desk support personnel on supported systems to enhance their troubleshooting capabilities.
  • Implement quality control measures to ensure thorough documentation of all actions taken on a ticket, including all communications with end users, to provide a comprehensive timeline of reported issues.
  • Refer issues to specialized personnel in accordance with escalation policies and follow up on outstanding problems.
  • Communicate effectively with others (internally and externally) to provide, exchange, or verify information, respond to inquiries, address concerns, or resolve issues.
  • Draft materials and report new or unusual situations for review and inclusion in technical manuals or guides.
  • Prepare and update computer application programs (i.e., Remedy OnDemand templates).
  • Maintain technical knowledge of hardware, software, network configurations, and peripherals through various methods, including reviewing technical information, attending training, engaging in self-paced learning, and collaborating with colleagues.
  • Monitor call trends to identify and address recurring issues or unusual situations. Recognize trends, training needs, and recommend necessary corrective actions to Help Desk Management.
  • Utilize two ticket system repositories, ITSM and PPM (Project and Portfolio Management Center), to track ticket progress and resolution. Provide users with ticket updates and enter relevant information to assist technicians with ticket resolution.
  • Coordinate system solutions with clients (e.g., TIERS Level II Help Desk staff). Monitor Help Desk agents' ticket routing timeliness to ensure compliance with established Help Desk procedures.
  • Assist other divisions of HHSC (e.g., HHSC IT applications, Infrastructure & Ops, Security, and AES) with program, automation, or network challenges. Participate in user acceptance testing prior to the deployment of new hardware and software to confirm system functionality.
  • Manage additional responsibilities as assigned, including generating reports, attending workgroups, and coordinating unit activities. Oversee daily operations in the absence of Team Leads.
Required Knowledge, Skills, and Abilities:

  • Understanding of information systems/technology processes and procedures.
  • Familiarity with personal computers, printers, and other peripheral devices, as well as Microsoft products and relevant software.
  • Knowledge of current technical troubleshooting methodologies.
  • Proficiency in customer service techniques.
  • Experience in a call center/help desk environment is preferred.
  • Skill in operating ACD call systems and computers.
  • Familiarity with call-tracking software such as Remedy or ITSM Remedy is preferable but not mandatory.
  • Ability to create and maintain technical documentation.
  • Capability to translate technical information for a non-technical audience in an appropriate manner.
  • Skill in extracting information from individuals about technical issues, especially under stressful conditions.
  • Ability to apply logic and reasoning to define problems, establish facts, and draw valid conclusions; make informed decisions that align with business objectives and goals.
  • Experience managing a high volume of email communications and adapting to changes in hardware and software while providing accurate information to callers.
  • Experience conducting research and retrieving information from computer systems, databases, and the Intranet/Internet.
  • Experience performing complex analyses of systems and procedures.
  • Experience in learning new and existing hardware and software.
  • Experience in taking direction, collaborating effectively as part of a team, and working independently when necessary.
  • Experience adapting to and maintaining a fast-paced workflow.