HHSC Help Desk Technical Support

• Providing first-second-level technical support (dependent on experience) for PC hardware, software, and network problems over the phone or via email.
• Monitoring call trends to identify and resolve continuing problems or unusual situations.
• Performing security access administration functions that include resetting active directory, portal, and mainframe passwords.
• Communicating on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.

• 1-2+ years' experience with information systems, processes and procedures.
• 1 or more years of experience in a high-volume call center/help desk environment is required.
• At least 6 months of IT troubleshooting in a technical call center/help desk environment providing technical assistance to customers over the phone.
• Extensive knowledge of personal computers, printers, other peripheral equipment, Microsoft products (Windows 7/10, Office 365), and other applicable software.
• Knowledge of current hardware and software troubleshooting techniques.
• Ability to effectively communicate orally and in writing in the English language with all levels of staff; Strong ability to present and explain technical information to a non-technical audience.
• Excellent customer service techniques, especially with difficult callers and/or under stressful conditions.
• Ability to type 45+ words per minute.
• Knowledge of incident tracking software such as Remedy is required.
• Skill in creating and maintaining technical documentation. Ability to learn new and existing hardware and software.
• Effectively multitasks while exercising logic and reasoning to define problems, establish facts, and draw valid conclusions. Perform research and retrieve information from computer systems, databases, and the Internet.
• 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.
• Experience troubleshooting printers
• Ability to troubleshoot Android and IOS
• CompTIA A+ Certification desired.

• Answers IT Customer Service Help Desk telephone hotline.
• Troubleshoots technical problems for callers regarding Agency hardware, software, network, peripheral and mobile devices issues. Escalates issues as required.
• Creates problem tickets in Agency incident tracking software (Remedy) for all calls. Achieves desired metrics in accordance with department policies.
• Provide first call resolution for users with remote access tools.
• Verifies and documents customer identity in accordance with Agency requirements.
• Performs weekly and monthly duties as assigned on a rotating basis (e.g. picking up mail, training, answering Help Desk email box, etc.). Acts as backup to monthly duties as needed.
• Attends department meetings and training as required.
• Serves as an integral member of an IT Support Team which supports various level of customer in a dynamic environment. Promotes and participates in a positive and culturally diverse work environment.
• Maintains technical expertise on hardware, software, network configurations, etc.
• Participate in user acceptance testing prior to deployment of new hardware and software.

• Must pass a satisfactory standard criminal background check upon hire.
• Must have reliable transportation.

• Must be well-groomed and presentable for a business environment.

GTS Technology Solutions