Texas Health and Human Services Commission
Senior Help Desk
Texas Health and Human Services Commission, Austin, Texas, us, 78716
DSHS is committed to hiring skilled and dedicated individuals who share a passion for public health to pursue our vision of A Healthy Texas. If you are looking to make an impact and tackle new challenges, we encourage you to consider a career with us.
Employee Benefits:
DSHS offers insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS). To learn more about all the benefits available to you as a DSHS employee and other DSHS opportunities for early career pathways, visit the DSHS Careers Page.
Review our Top 10 Tips for Success when Applying to State of Texas Jobs.
Functional Title:
Senior Help Desk Job Title:
Information Technology SS V Agency:
Dept of State Health Services
Department:
Regional & Loc Dep Assoc Comm
Posting Number:
1880 Closing Date:
01/21/2025 Posting Audience:
Internal and External Occupational Category:
Computer and Mathematical Salary Group:
TEXAS-B-22 Salary Range:
$4,801.16 - $7,500.00 Shift:
Day
Additional Shift:
Telework:
Travel:
Up to 15%
Regular/Temporary:
Temporary
Full Time/Part Time:
Full time
FLSA Exempt/Non-Exempt:
Nonexempt
Facility Location:
Job Location City:
AUSTIN
Job Location Address:
1100 W 49TH ST (DHT)
Other Locations:
MOS Codes:
0633,2631,6694,1N2X1,255A,25B,35T,3D1X1,3D1X2,94F,CT,CTM,CYB10,CYB11,ET,ISM,IT,ITS
Brief Job Description:
Under the Regional and Local Health Operations (RLHO) Information Systems (RIS) Manager, this position performs highly advanced technical work in a help desk setting to support the DSHS statewide case management and case investigation system (CMIS), myInsight. The RIS group is responsible for project management and execution, ensuring information security and coordination with IT teams and the RLHO Analytics group to ensure maintenance and optimization of TxS2, CMIS, and Qualtrics. The RIS group is part of the Analytics and Information Management Unit within the RLHO Division. Our mission is to analyze and transform public health information that empowers stakeholders to make data-driven decisions and improve outcomes.
Essential Job Functions (EJFs):
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
The Senior Help Desk position is responsible for:
*Providing technical and tactical management of projects, technical solutions, enhancements, and modifications on the CMIS.
*Reviewing, prioritizing, and escalating problems and requests coming into the CMIS/myInsight email box or other routing systems to ensure timely resolution of tickets.
*Developing and managing Help Desk quality control measures to ensure proper documentation of Help Desk tickets, timely communication with end users and patients, and appropriate escalation of tickets to IT and CMIS/myInsight vendor.
*Running reports and tracking tickets submitted to the CMIS/myInsight vendor and overseeing compliance with the service level agreement.
*Developing and implementing Help Desk policies and procedures.
*Establishing priorities, standards, and metrics for determining progress in meeting help desk goals and oversees implementation to ensure customer satisfaction.
*Acting as technical subject matter expert for CMIS/myInsight and implementing highly complex system changes.
*Leading user acceptance testing of system enhancements and making recommendations prior to implementation of changes in the production environment.
*Coordinating with others on quarterly vendor system upgrades to ensure compatibility the DSHS' instance of myInsight.
Knowledge, Skills and Abilities (KSAs):
Knowledge of information systems/technology processes and procedures, computer software and hardware, and information security policies and procedures.
Skill in the support of computer applications and systems and in troubleshooting information systems.
Skill in organizing and prioritizing workload and meeting deadlines for simultaneous tasks.
Skill in the support and troubleshooting of information systems.
Ability to operate information technology systems.
Ability to effectively communicate, both verbally and in writing.
Ability to identify and define customer needs through gathering and analyzing data.
Registrations, Licensure Requirements or Certifications:
NA
Initial Screening Criteria:
Graduation from an accredited four-year college or university. Experience using Qualtrics or ticketing systems, such as Jira or Remedy. Experience providing hands on technical support with customers on computer hardware and software issues with an emphasis on excellent customer service, preferred. Additional Information:
This is a temporary position and expected to last up to November 30, 2027. Upon hire, the selected candidate will be required to sign a Temporary Employment Agreement indicating awareness that the employment status of the position is temporary.
Applicants who meet initial screening criteria will be required to take a skills test. Applicants who pass the skills test will be offered an interview.
Must be legally authorized to work in the U.S. without sponsorship.
Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified for this position. For more information see the Texas State Auditor's Military Crosswalk at https://hr.sao.texas.gov/CompensationSystem/JobDescriptions/.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), DSHS will provide reasonable accommodation during the hiring process for individuals with a qualifying disability. If reasonable accommodation is needed to participate in the interview process, please notify the person who contacts you to schedule the interview. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747 or via email at HHSServiceCenter.Applications@ngahrhosting.com.
Salary Information, Pre-employment Checks, and Work Eligibility:
The salary offered will follow DSHS starting salary guidelines. Any employment offer is contingent upon available budgeted funds. Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks. DSHS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 form
Employee Benefits:
DSHS offers insurance coverage and other benefits available through the State of Texas Group Benefits Plan administered by the Employee Retirement System of Texas (ERS). To learn more about all the benefits available to you as a DSHS employee and other DSHS opportunities for early career pathways, visit the DSHS Careers Page.
Review our Top 10 Tips for Success when Applying to State of Texas Jobs.
Functional Title:
Senior Help Desk Job Title:
Information Technology SS V Agency:
Dept of State Health Services
Department:
Regional & Loc Dep Assoc Comm
Posting Number:
1880 Closing Date:
01/21/2025 Posting Audience:
Internal and External Occupational Category:
Computer and Mathematical Salary Group:
TEXAS-B-22 Salary Range:
$4,801.16 - $7,500.00 Shift:
Day
Additional Shift:
Telework:
Travel:
Up to 15%
Regular/Temporary:
Temporary
Full Time/Part Time:
Full time
FLSA Exempt/Non-Exempt:
Nonexempt
Facility Location:
Job Location City:
AUSTIN
Job Location Address:
1100 W 49TH ST (DHT)
Other Locations:
MOS Codes:
0633,2631,6694,1N2X1,255A,25B,35T,3D1X1,3D1X2,94F,CT,CTM,CYB10,CYB11,ET,ISM,IT,ITS
Brief Job Description:
Under the Regional and Local Health Operations (RLHO) Information Systems (RIS) Manager, this position performs highly advanced technical work in a help desk setting to support the DSHS statewide case management and case investigation system (CMIS), myInsight. The RIS group is responsible for project management and execution, ensuring information security and coordination with IT teams and the RLHO Analytics group to ensure maintenance and optimization of TxS2, CMIS, and Qualtrics. The RIS group is part of the Analytics and Information Management Unit within the RLHO Division. Our mission is to analyze and transform public health information that empowers stakeholders to make data-driven decisions and improve outcomes.
Essential Job Functions (EJFs):
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
The Senior Help Desk position is responsible for:
*Providing technical and tactical management of projects, technical solutions, enhancements, and modifications on the CMIS.
*Reviewing, prioritizing, and escalating problems and requests coming into the CMIS/myInsight email box or other routing systems to ensure timely resolution of tickets.
*Developing and managing Help Desk quality control measures to ensure proper documentation of Help Desk tickets, timely communication with end users and patients, and appropriate escalation of tickets to IT and CMIS/myInsight vendor.
*Running reports and tracking tickets submitted to the CMIS/myInsight vendor and overseeing compliance with the service level agreement.
*Developing and implementing Help Desk policies and procedures.
*Establishing priorities, standards, and metrics for determining progress in meeting help desk goals and oversees implementation to ensure customer satisfaction.
*Acting as technical subject matter expert for CMIS/myInsight and implementing highly complex system changes.
*Leading user acceptance testing of system enhancements and making recommendations prior to implementation of changes in the production environment.
*Coordinating with others on quarterly vendor system upgrades to ensure compatibility the DSHS' instance of myInsight.
Knowledge, Skills and Abilities (KSAs):
Knowledge of information systems/technology processes and procedures, computer software and hardware, and information security policies and procedures.
Skill in the support of computer applications and systems and in troubleshooting information systems.
Skill in organizing and prioritizing workload and meeting deadlines for simultaneous tasks.
Skill in the support and troubleshooting of information systems.
Ability to operate information technology systems.
Ability to effectively communicate, both verbally and in writing.
Ability to identify and define customer needs through gathering and analyzing data.
Registrations, Licensure Requirements or Certifications:
NA
Initial Screening Criteria:
Graduation from an accredited four-year college or university. Experience using Qualtrics or ticketing systems, such as Jira or Remedy. Experience providing hands on technical support with customers on computer hardware and software issues with an emphasis on excellent customer service, preferred. Additional Information:
This is a temporary position and expected to last up to November 30, 2027. Upon hire, the selected candidate will be required to sign a Temporary Employment Agreement indicating awareness that the employment status of the position is temporary.
Applicants who meet initial screening criteria will be required to take a skills test. Applicants who pass the skills test will be offered an interview.
Must be legally authorized to work in the U.S. without sponsorship.
Active Duty, Military, Reservists, Guardsmen, and Veterans:
Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified for this position. For more information see the Texas State Auditor's Military Crosswalk at https://hr.sao.texas.gov/CompensationSystem/JobDescriptions/.
ADA Accommodations:
In compliance with the Americans with Disabilities Act (ADA), DSHS will provide reasonable accommodation during the hiring process for individuals with a qualifying disability. If reasonable accommodation is needed to participate in the interview process, please notify the person who contacts you to schedule the interview. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747 or via email at HHSServiceCenter.Applications@ngahrhosting.com.
Salary Information, Pre-employment Checks, and Work Eligibility:
The salary offered will follow DSHS starting salary guidelines. Any employment offer is contingent upon available budgeted funds. Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks. DSHS uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 form