Job Description

Job Title: IT Support Specialist III TIERS Level 1 Service Desk

Location: Austin, TX 78751

Job Type: Full-time | Contract | Long-term | Potential Contract-to-Hire

Schedule: Onsite; 40 hours per week, between the hours of Monday Friday, 8:00 AM 7:00 PM CT (some after-hours, weekends, or holidays may be required)

About the Role

GTS Technology Solutions is seeking an experienced IT Support Specialist to join the TIERS Level 1 Service Desk team supporting the Texas Health & Human Services Commission (HHSC) .

In this role, you will provide advanced technical and customer service support for the Texas Integrated Eligibility Redesign System (TIERS) and related eligibility applications (State Portal, EWMS, YourTexasBenefits). You will troubleshoot, document, and resolve system issues to help ensure the delivery of essential services for Texans statewide.

Key Responsibilities

• Answer TIERS Service Desk phone line/emails during scheduled hours; Provide first-level investigation, diagnosis, and resolution for TIERS and related HHSC eligibility applications.
• Perform security administration (password resets, account unlocks, access management) for TIERS and State Portal users.
• Troubleshoot complex hardware, software, and network issues; escalate unresolved tickets per established protocols.
• Create and update tickets in BMC Helix and PPM Center with clear, detailed documentation.
• Communicate effectively with internal teams and end users via phone and email.
• Identify recurring issues and contribute to knowledge-base updates, training guides, and procedural documentation.
• Participate in user acceptance testing (UAT) before new deployments to ensure functionality and system stability.
• Maintain technical expertise through training, collaboration, and self-directed learning.

Qualifications

• Education: High school diploma or GED required.
• Experience: At least 2 years of IT help desk or call center customer service experience.
• Proficiency with Microsoft Windows, Office 365, network troubleshooting, and peripheral devices.
• Excellent verbal and written communication skills; ability to explain technical information clearly.
• Strong problem-solving, multitasking, and documentation skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Familiarity with BMC Helix or other ITSM ticketing tools preferred.
• Strong knowledge of HHSC eligibility programs (SNAP, TANF, Medicaid, CHIP, MEPD) preferred.
• Certifications: ITIL Foundation preferred; CompTIA A+ a plus.
• Schedule flexibility to work between 8:00 AM 7:00 PM CT and support occasional after-hours needs.

Why Join GTS

• Work that matters: Support technology that delivers essential public services for Texans.
• Collaborative team environment with opportunities for learning and growth.
• Long-term contract stability and potential for conversion to full-time employment.

Apply today to join our team and help support mission-critical technology for Texas!

Other Requirements

• Must pass a satisfactory standard criminal background check upon hire.
• Must have reliable transportation to the Austin office.
• Professional appearance and conduct expected in accordance with HHSC and GTS policy.

GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws.

As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual.

GTS Technology Solutions participates in E-Verify to confirm the employment eligibility of all newly hired employees. If you are offered a position with GTS Technology Solutions, your employment will be contingent upon successful verification of your identity and legal authorization to work in the United States through E-Verify.

For more information about E-Verify, please visit E-Verify's official website.

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