IT Service Desk/Help Desk Specialist

GTS Technology Solutions is hiring an IT Service Desk/Help Desk Specialist for a public sector client in Austin, TX (100% onsite) on a contract basis.

Responsibilities

• Serve as the first point of contact for service desk support via phone and email during scheduled hours
• Conduct first-level investigation, diagnosis, and resolution for eligibility and benefits applications
• Handle security administration, including password resets, account unlocks, and access management for application users
• Troubleshoot hardware, software, and network issues and escalate unresolved tickets according to established protocols
• Create and update tickets in BMC Helix and PPM Center, maintaining clear, detailed documentation
• Communicate effectively with end users and internal teams by phone and email
• Identify recurring problems and support improvements to knowledge-base content, training guides, and procedural documentation
• Participate in user acceptance testing (UAT) prior to deployments to help protect functionality and system stability
• Maintain current technical skills through training, collaboration, and self-directed learning

Requirements

• High school diploma or GED
• 2+ years of IT help desk experience or call center customer service experience
• Outstanding customer service skills with a professional, friendly, confident phone presence
• Working knowledge of Active Directory concepts, including 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, including the ability to explain technical information in plain language
• Strong problem-solving, multitasking, and documentation skills
• Ability to work independently and with a team in a fast-paced environment
• Ability to work an assigned 8-hour shift, Monday to Friday, within 8:00 AM to 7:00 PM CT
• Reliable transportation to the Austin office
• Professional appearance and conduct in line with client and GTS policy
• Must complete a typing test as part of the hiring process
• Must be authorized to work in the United States on a full-time, ongoing basis without employer sponsorship now or in the future
• Must pass a satisfactory standard background check upon hire

Technologies

• BMC Helix
• PPM Center
• Active Directory
• Microsoft Windows
• Office 365

Benefits

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

Preferred Qualifications

• 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

Location: Austin, TX (onsite)

Compensation: USD 21 - 21 per hour

Job Type: Contract