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TIERS/IEE Level 1 Help Desk Agent

Company: North Texas State Hospital - Wichita Falls Campus
Location: Wichita Falls
Posted on: May 4, 2021

Job Description:

The Systems Support Specialist III-(TIERS/IEE Level 1 Help Desk) 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 Systems Support Specialist III will also be responsible for providing first-level investigation and diagnosis support to HHSC Eligibility staff/vendors. Gather pertinent information related to end user needs and accurately document in IT Service Management (ITSM) Remedy. Perform security administration (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 (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.

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

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 work days, evenings, weekends, holiday shifts (primarily skeleton holidays), and provide after hour support as needed to meet demands of system support. Occasional statewide and local travel may be required. Maintain a regular and predictable work schedule.


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

Performs highly complex analysis in the HHSC IT eligibility system applications (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 new 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%)

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%)

Refers problems to specialized staff per escalation policy and follows up on pending problems. Communicates on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints. (10%)

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

Prepare and update computer application programs (i.e. Remedy onDemand templates) (10%)

Maintains technical expertise on hardware, software, network configurations, and peripherals using various methods (for example, reviewing technical information, attending training, using self-paced learning, working 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. (10%)

Utilize two ticket system repositories ITSM and PPM (Project and Portfolio Management Center) to track ticket progress and resolution. Provide end-users with ticket updates and enter pertinent information to better assist techs with ticket resolution. (20%)

Coordinate system solutions with TIERS Level II Help Desk staff and external vendors. Monitor Help Desk agent's ticket routing timeliness to comply with established Help Desk procedures. (10%)

Provides assistance to other entities of HHSC (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%)

Handles other duties as assigned including generating reports, attending workgroups, and coordinating unit activities. Oversee daily operations in the absence of Team Leads. (5%)


Knowledge Skills Abilities:
Knowledge of HHSC IT applications (TIERS, State Portal, EWMS, Self Service Portal, YourTexasBenefits.com).

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.

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 conduct highly complex analysis of systems and procedures.

Ability to learn new and existing hardware and software.

Professional and knowledgeable attitude and behavior with customers and internal staff.

Ability to take direction, work well as part of a team, and work independently when needed.

Ability to adjust to and maintain a fast-paced workflow.

Knowledge of HHSC IT applications (TIERS, State Portal, EWMS, Self Service Portal, YourTexasBenefits.com).

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.

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 conduct highly complex analysis of systems and procedures.

Ability to learn new and existing hardware and software.

Professional and knowledgeable attitude and behavior with customers and internal staff.

Ability to take direction, work well as part of a team, and work independently when needed.

Ability to adjust to and maintain a fast-paced workflow.

Registration or Licensure Requirements:
ITIL V3. preferred, but not required

Initial Selection Criteria:
Graduation from a standard senior high school or equivalent. At least 2 years of Help Desk or Customer Service Experience. Ability to work in a professional customer service environment required. Extensive Knowledge of agency eligibility programs (SNAP, TANF, Medicaid, CHIP and MEPD)

Additional Information:
Req# 482111. Shifts are staggered between 8am and 7pm, Monday-Friday. Must have flexibility to work during these hours. Due to the pandemic staff are currently working remote. Must be flexible and willing to return to the office as needed.

MOS Code:
42A, YN, 0111, 3A1X1, 001672

HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.

- Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS 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.


Keywords: North Texas State Hospital - Wichita Falls Campus, Wichita Falls , TIERS/IEE Level 1 Help Desk Agent, Sales , Wichita Falls, Texas

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