TIERS/IEE Help Desk Agent

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Brief 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 (EJFs):

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.

Answer the HHS TIERS/IEE Level 1 phone lines between the hours of 8:00am - 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. Adheres to established performance/attendance metrics.

Prepared to work the 10:00am - 7:00pm shift Monday - Friday on a rotating basis or as needed.

Utilizes two ticket system repositories BMC Helix 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. (20%)

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. (10%)

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. (10%)

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. (10%)

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.(10%)

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. (5%)

Refers problems to specialized staff pursuant to escalation policy and follows up on pending problems. (5%)

Submits drafts of material and new/unusual situations for review and addition to technical manuals or guides. (5%)

Prepares and updates computer application programs (i.e., Remedy OnDemand templates). (5%)

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). (5%)

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. (5%)

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. (5%)

Manages other duties as assigned including generating reports, attending workgroups, and coordinating unit activities. Act as a mentor to new Information Technology SS III's. Act as backup to other Information Technology SS III by performing their daily, weekly, monthly duties, and work schedule in the absence of the primary Information Technology SS III. Oversees daily operations in the absence of Team Leads. (5%)

Knowledge, Skills and Abilities (KSAs):

Knowledge of:

• Information systems/technology processes and procedures.
• Personal computers, printers, other peripheral equipment, Microsoft products, and other applicable software.
• Current technical troubleshooting techniques.
• Customer service techniques.
• Call center/help desk environment is preferred.
• Call-tracking software such as Remedy or ITSM Remedy, preferable, but not required.

Skill in:

• Creating and maintaining technical documentation.
• Translating technical information and being able to explain it to a non- technical audience in an appropriate manner.
• Working with ACD call systems and computers.
• Obtaining information from an individual about a technical problem when the caller is under stressful conditions.
• Exercising logic and reasoning to define problems, establish facts and draw valid conclusions; making 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.
• Perform research and retrieve information from computer systems, databases, and the Intranet/Internet.
• Conduct complex analysis of systems and procedures.
• Learn new and existing hardware and software.
• Take direction, work well as part of a team, and independently when needed.

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

Registrations, Licensure Requirements or Certifications:
•ITIL V3. preferred.

Initial Screening Criteria:
•Education and work experience can be substituted for one another. Graduation from a standard senior high school or at least 1 year of work experience.

•Experience working in a customer service or office environment required.

Additional Information:

Previous employment must have current/final salary listed.

Pre-Employment Checks and Work Eligibility:

• Felony Check, if indicated on application.
• Fraud Against the Agency.

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Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor’s Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form