IT Support Specialist III – DFPS Service Desk

GTS Technology Solutions, based in Austin, TX, is seeking an IT Support Specialist III to support the DFPS Service Desk on a contract basis. This role delivers Tier 1 IT support for DFPS end users, covering hardware, software, telephony, and basic network issues, while using BMC Helix ITSM to create and triage tickets. The position is onsite 40 hours per week, Monday through Friday 8:00 AM to 7:00 PM CT, with some after-hours, weekends, or holidays may be required.

Responsibilities

• Answer DFPS Service Desk calls and emails during scheduled hours; 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 issues.
• Monitor call trends; flag recurring issues and unusual situations; support user acceptance testing before new deployments.
• Assign and route tickets, follow up on critical priorities, and send escalation notices when SLAs are at risk.
• Maintain current knowledge of 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 backup to peers and may oversee daily operations in the absence of team leads.
• Perform other duties to support 24x7/365 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 (for example, BMC Helix).
• Hands-on experience with Windows desktops, common software suites, peripherals, and basic network/telephony.
• Clear, calm communication capable of translating technical steps for non-technical users, even under stress.
• Strong documentation habits; ability to research/learn quickly and work independently or as part of a team.
• Typing 45+ WPM and comfort with a high-volume, fast-paced queue.
• Schedule flexibility to work within the coverage windows listed above, including holidays as needed.
• High school diploma or GED required.

Technologies

• BMC Helix ITSM
• Windows
• 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, in a collaborative environment that values ownership, growth, and service.

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.