TIERS/IEE Help Desk Team Lead
3.
3 Full-time 8 hours ago Full Job Description The TIERS/IEE Level 1 Help Desk Team Lead will serve as a high-level technical analyst in troubleshooting Local Area Network (LAN), hardware, and software issues in support of TIERS/IEE end users and vendors.
Assists the TIERS/IEE Help Desk Manager in team administration and interpretation of help desk policies and procedures.
Responsible for mentoring and training of staff, which includes providing direction, support and feedback.
Serves as the acting manager in the manager's absence.
Will perform initial triage of TIERS related help desk tickets received via phone and email and work with appropriate support groups to ensure resolution.
Will perform complex (journey-level) computer systems analysis work to identify system efficiency and utilization.
Work involves planning and gathering information, examining products, analyzing business processes and practices, interpreting and/or recording findings, and developing strategies for improving business productivity and achieving organization objectives.
Monitors the work of Network Troubleshooting Analysts providing technical support on the TIERS/IEE Level I Technical Help Desk and provides coaching to agents.
Facilitates and assists in the establishment of priorities, standards and measurements for determining progress in meeting goals.
Trains new hires on performing technical and support duties associated with TIERS, EWMS, State Portal, Self Service Portal, YourTexasBenefits, and related benefit systems.
Essential Job Functions:
Provides guidance and direction to key personnel.
Performs needs assessments and develops and coordinates guidelines.
Analyzes existing and develops new procedures and guidelines.
Analyzes and maintains policies and data from systems and technologies to ensure effective and efficient use.
Prepares management reports, analyzes information to keep HHSC management informed, and responds to issues.
Develops and monitors performance standards according to best practices and industry standards.
Communicates with HHSC customers and other IT staff to provide and exchange information, answer inquiries, address issues, or resolve problems or complaints.
Advises and consults with service desk managers on support area needs and direction.
Research inquiries or complaints, recommends solutions, and prepares responses.
Analyzes policies, concepts, trends, procedures, and identifies new business needs.
Monitors metrics, prepares checklists, and action plans.
Designs and implements new or revised methods that more effectively meet agency needs.
Keeps up with latest technologies and evaluates potential new applications, procedures, and equipment.
Maintains a regular and predictable work schedule.
Works with TIERS/IEE Manager to develop personnel through training and performance management.
Knowledge Skills Abilities:
Experience with using a personal computer and familiarity with the Windows operating system, Outlook, Word and Excel.
Experience in working under pressure, multitasking, and prioritizing duties in a help desk environment.
Experience with customer service delivery and professional attitude in a help desk environment.
Experience with performing technical research to resolve complex technical issues.
Experience with HHS IT applications Remedy OnDemand, TIERS, State Portal, EWMS, Self Service Portal .
Experience with information systems/technology processes and procedures.
Experience with policies and business procedures for a variety of public assistance programs including TANF, SNAP, Medicaid Program and MEPD.
Experience with conducting Senior Level analysis and technical support.
Experience with developing and recommend solutions to problems/issues in a clear and concise manner.
Experience with conducting highly complex analysis of systems and procedures.
Experience with coordinating and organizing Demonstrated written and verbal communication skills.
Experience with working independently while self-motivating to complete tasks.
Experience with MS Office Suite.
Registration or Licensure Requirements:
Initial Selection Criteria:
Education and work experience may be substituted on a year-for-year basis.
Graduation from an accredited four-year college or university is preferred.
A minimum of 1 year fulltime paid work experience at a help desk environment is required.
Additional Information:
MOS Code:
25B, 255A, CT, IT, CYB10, 0633,1N2X1, 35T, CTM, CYB11, 2631, 3D1X1, 94F, ET, ISM, 6694, 3D1X2 and ITS.
Top 10 Tips for Success when Applying to Jobs at HHSC and DSHS HHS agencies use E-Verify.
You must bring your I-9 documentation with you on your first day of work.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.
If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747.
If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
3 Full-time 8 hours ago Full Job Description The TIERS/IEE Level 1 Help Desk Team Lead will serve as a high-level technical analyst in troubleshooting Local Area Network (LAN), hardware, and software issues in support of TIERS/IEE end users and vendors.
Assists the TIERS/IEE Help Desk Manager in team administration and interpretation of help desk policies and procedures.
Responsible for mentoring and training of staff, which includes providing direction, support and feedback.
Serves as the acting manager in the manager's absence.
Will perform initial triage of TIERS related help desk tickets received via phone and email and work with appropriate support groups to ensure resolution.
Will perform complex (journey-level) computer systems analysis work to identify system efficiency and utilization.
Work involves planning and gathering information, examining products, analyzing business processes and practices, interpreting and/or recording findings, and developing strategies for improving business productivity and achieving organization objectives.
Monitors the work of Network Troubleshooting Analysts providing technical support on the TIERS/IEE Level I Technical Help Desk and provides coaching to agents.
Facilitates and assists in the establishment of priorities, standards and measurements for determining progress in meeting goals.
Trains new hires on performing technical and support duties associated with TIERS, EWMS, State Portal, Self Service Portal, YourTexasBenefits, and related benefit systems.
Essential Job Functions:
Provides guidance and direction to key personnel.
Performs needs assessments and develops and coordinates guidelines.
Analyzes existing and develops new procedures and guidelines.
Analyzes and maintains policies and data from systems and technologies to ensure effective and efficient use.
Prepares management reports, analyzes information to keep HHSC management informed, and responds to issues.
Develops and monitors performance standards according to best practices and industry standards.
Communicates with HHSC customers and other IT staff to provide and exchange information, answer inquiries, address issues, or resolve problems or complaints.
Advises and consults with service desk managers on support area needs and direction.
Research inquiries or complaints, recommends solutions, and prepares responses.
Analyzes policies, concepts, trends, procedures, and identifies new business needs.
Monitors metrics, prepares checklists, and action plans.
Designs and implements new or revised methods that more effectively meet agency needs.
Keeps up with latest technologies and evaluates potential new applications, procedures, and equipment.
Maintains a regular and predictable work schedule.
Works with TIERS/IEE Manager to develop personnel through training and performance management.
Knowledge Skills Abilities:
Experience with using a personal computer and familiarity with the Windows operating system, Outlook, Word and Excel.
Experience in working under pressure, multitasking, and prioritizing duties in a help desk environment.
Experience with customer service delivery and professional attitude in a help desk environment.
Experience with performing technical research to resolve complex technical issues.
Experience with HHS IT applications Remedy OnDemand, TIERS, State Portal, EWMS, Self Service Portal .
Experience with information systems/technology processes and procedures.
Experience with policies and business procedures for a variety of public assistance programs including TANF, SNAP, Medicaid Program and MEPD.
Experience with conducting Senior Level analysis and technical support.
Experience with developing and recommend solutions to problems/issues in a clear and concise manner.
Experience with conducting highly complex analysis of systems and procedures.
Experience with coordinating and organizing Demonstrated written and verbal communication skills.
Experience with working independently while self-motivating to complete tasks.
Experience with MS Office Suite.
Registration or Licensure Requirements:
Initial Selection Criteria:
Education and work experience may be substituted on a year-for-year basis.
Graduation from an accredited four-year college or university is preferred.
A minimum of 1 year fulltime paid work experience at a help desk environment is required.
Additional Information:
MOS Code:
25B, 255A, CT, IT, CYB10, 0633,1N2X1, 35T, CTM, CYB11, 2631, 3D1X1, 94F, ET, ISM, 6694, 3D1X2 and ITS.
Top 10 Tips for Success when Applying to Jobs at HHSC and DSHS HHS agencies use E-Verify.
You must bring your I-9 documentation with you on your first day of work.
In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.
If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747.
If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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