GTS Technology Solutions
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; elevate 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.
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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; elevate 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.
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