> Markdown version of [/jobs/ext/3391050-it-support-specialist-iii-dfps-service-desk](https://www.wearedevelopers.com/jobs/ext/3391050-it-support-specialist-iii-dfps-service-desk). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Specialist III - DFPS Service Desk - **Company:** GTS Technology Solutions - **Location:** Austin, TX, United States - **Experience:** Experienced - **Salary:** $43,680.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Software Applications, Desktop Computing, Issue Tracking Systems, Microsoft Software, Networking Basics, Windows Desktop, BMC Helix ITSM, Peripherals - **Published:** September 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=434fd3564e7a07af ## About the Role * 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) ## Description 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). ## Related Videos - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [Blazor Unleashed: The Future of .NET Web Development](https://www.wearedevelopers.com/videos/1564-blazor-unleashed-the-future-of-net-web-development) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) - [Fake or News - AI Toothbrushes, Carrier Pigeon Tech & Life on Mars - Krzysztof Cieślak](https://www.wearedevelopers.com/videos/2165-fake-or-news-ai-toothbrushes-carrier-pigeon-tech-life-on-mars-krzysztof-cieslak) - [WinForms Meets WPF: The Hybrid Path to Modern Desktop Applications](https://www.wearedevelopers.com/videos/2040-winforms-meets-wpf-the-hybrid-path-to-modern-desktop-applications) - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) ## Related Articles - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers)