IT Service Desk/Help Desk Specialist

Schedule: Monday to Friday, 40 hours per week. One 8-hour shift within coverage hours of 8:00 AM to 7:00 PM CT. You will be assigned a set schedule., GTS Technology Solutions is seeking an experienced IT Service Desk Specialist to support one of our public sector clients in Austin, Texas. You will be the first point of contact for staff who depend on large eligibility and benefits applications to serve Texans every day, so a friendly, confident phone presence matters as much as your technical skills., * Answer service desk phone calls and emails during scheduled hours and provide first-level investigation, diagnosis, and resolution for eligibility and benefits applications

• Perform security administration, including password resets, account unlocks, and access management for application users
• Troubleshoot hardware, software, and network issues, and escalate unresolved tickets following established protocols
• Create and update tickets in BMC Helix and PPM Center with clear, detailed documentation
• Communicate clearly with internal teams and end users by phone and email
• Spot recurring issues and contribute to knowledge-base updates, training guides, and procedural documentation
• Participate in user acceptance testing (UAT) before new deployments to help protect functionality and system stability
• Keep your technical skills current through training, collaboration, and self-directed learning

Work Authorization: Must be authorized to work in the United States on a full-time, ongoing basis without the need for employer sponsorship now or in the future.

Background Check: Must pass a satisfactory standard background check upon hire., * High school diploma or GED

• At least 2 years of IT help desk or call center customer service experience
• Outstanding customer service skills, with a professional, friendly, confident phone presence
• Working knowledge of Active Directory concepts, password resets, account unlocks, and ticketing systems
• Working knowledge of Microsoft Windows, Office 365, network troubleshooting, and peripheral devices
• Excellent verbal and written communication skills, with the ability to explain technical information in plain language
• Strong problem-solving, multitasking, and documentation skills
• Ability to work independently and as part of a team in a fast-paced environment
• Ability to work an assigned, set 8-hour shift, Monday to Friday, within 8:00 AM to 7:00 PM CT
• Reliable transportation to the Austin office, * Experience with BMC Helix or another ITSM ticketing tool
• Familiarity with public benefits programs such as SNAP, TANF, Medicaid, CHIP, or MEPD
• ITIL Foundation certification
• CompTIA A+ certification

Other Requirements

• Professional appearance and conduct in line with client and GTS policy
• Must complete a typing test as part of the hiring process
• This is a 100% onsite role in Austin, TX

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance