IT Help Desk Technician

This contract IT Help Desk Technician role supports the DFPS Service Desk in Austin, TX with hybrid work options, delivering Tier 1 IT assistance to end users by phone and email. The position offers $21 per hour and requires a high school diploma or GED along with at least two years of IT troubleshooting or help desk experience.

Responsibilities

• Respond to DFPS Service Desk calls and emails during scheduled shifts, aiming to resolve as many issues on first contact as possible.
• Create, triage, and update tickets in BMC Helix ITSM; document caller information and technical details clearly.
• Troubleshoot PCs, printers and peripherals, Microsoft products, telephony, and basic network connectivity.
• Monitor call trends; flag recurring issues and unusual situations; support user acceptance testing prior to new deployments.
• Assign and route tickets, follow up on critical priorities, and issue escalation notices when SLAs are at risk.
• Maintain current knowledge including known issues, broadcasts, and deployment changes; contribute tips and documentation.
• Develop and update procedures and training materials; mentor new agents; present briefings as needed.
• Serve as a backup to peers and may oversee daily operations in the absence of team leads.
• Perform other duties to support 24x7x365 operations, including evenings, weekends, and holidays as required.

Requirements

• 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, such as 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 under pressure.
• Strong documentation habits; ability to research and learn quickly and work independently and as part of a team.
• Typing 45+ WPM; comfortable with a high-volume, fast-paced queue.
• Schedule flexibility to cover defined shifts, including holidays as needed.
• High school diploma or GED required.

Technologies

• BMC Helix ITSM
• Active Directory

Benefits

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

Nice to Have (Preferred)

• CompTIA A+ and/or ITIL Foundation certification.
• Experience with procedures/training content, user acceptance testing, and mentoring teammates.

Why GTS

Work that matters by supporting essential services for Texans, within a collaborative team environment that encourages growth and ownership of service delivery.

Other Requirements

• 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.

Experience

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)
• Call center: 1 year (Preferred)
• Active Directory: 1 year (Preferred)