IT Support Specialist III - DFPS Service Desk

The IT Support Specialist III provides Tier 1 support for DFPS end users by phone and email. You’ll troubleshoot hardware, software, telephony, and basic network issues, create and route tickets in BMC Helix ITSM, and help keep Texans working by resolving issues quickly and accurately. This role works under limited supervision with latitude for independent judgment.

What you’ll do

• Answer DFPS Service Desk calls/emails during scheduled hours; resolve as many issues on first contact as possible.
• Create, triage, and update tickets in BMC Helix ITSM; document caller info and technical details clearly.
• Troubleshoot PCs, printers/peripherals, Microsoft products, telephony, and basic network/connectivity.
• Monitor call trends; flag recurring issues and unusual situations; support UAT before new deployments.
• Assign/route tickets, follow up on Critical priorities, and send escalation notices when SLAs are at risk.
• Maintain current knowledge (known issues, broadcasts, deployment changes); contribute tips and documentation.
• Develop/update procedures and training materials; mentor new agents; present briefings as needed.
• Serve as backup to peers and may oversee daily operations in the absence of team leads.
• Perform other duties to support 24×7/365 operations (evenings, weekends, holidays as required).

• 2+ years in IT troubleshooting and/or customer support in a help desk/call center or similar environment.
• Proficiency creating and managing tickets in an ITSM tool or similar trouble ticketing software Is required (ex. BMC Helix).
• Hands-on experience with Windows desktops, common software suites, peripherals, and basic network/telephony.
• Clear, calm communication-able to translate technical steps for non-technical users (even under stress).
• Strong documentation habits; ability to research/learn quickly and work both independently and as a team member.
• Typing 45+ WPM and comfort with a high-volume, fast-paced queue.
• Schedule flexibility to work within coverage windows listed above (including holidays as needed).
• High school diploma/GED required

Nice to have (preferred)

• CompTIA A+ and/or ITIL Foundation certification.
• Experience with procedures/training content, user acceptance testing, and mentoring teammates., * Must pass a satisfactory standard criminal background check per DFPS requirements upon hire.
• Must have reliable transportation.

Work Environment:

• Employees are expected to maintain a professional appearance appropriate to a business setting and in accordance with company policy., * How many years of experience do you have providing Tier 1 or higher IT technical support in a help desk or service desk environment?
• Do you have hands-on experience troubleshooting Windows desktops, software applications, printers/peripherals, and basic network/connectivity issues? Yes / No
• Have you provided technical support in a high-volume environment where you were responsible for troubleshooting issues with end users by phone while documenting the issue and resolution in a ticketing system? Yes / No
• This position requires a fingerprint-based criminal background check upon hire. Are you comfortable completing this requirement as part of the hiring process? Yes/No

Experience:

• IT help desk/call center: 2 years (Required)

Pay: $21.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Health insurance
• Professional development assistance
• Vision insurance