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IT Service Desk/Help Desk Specialist

GTS Technology Solutions Austin, TX

Austin, TX

Today

$21 - $21/hr Contract Active Directory Application Support Bmc Helix

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Job Description

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

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