IT Help Desk Agent (Telework) - (825287)

WHO WE ARE :

Texas Workforce Commission connects people with careers across the state. While we are based in Austin on the north lawn of the Texas State Capitol, we have offices statewide and many of our positions are suitable for teleworking.

We're a Family Friendly Certified Workplace with great work-life balance, competitive salaries, extensive opportunities for training and development, and fantastic benefits.

This position is based at 1411 Brazos St, Austin, Texas, but is eligible for telecommuting from anywhere in the State of Texas.

You must be a Texas resident to work for the Texas Workforce Commission or willing to relocate to Texas.

WHO YOU ARE :

We are seeking an IT Help Desk Agent (IT Support Specialist III-IV) passionate about problem-solving and customer service to assist our customers with computer systems, hardware, and software.

In this role you will be responsible for providing Level 1 to 2 technical support to users. You will work with customers remotely, guiding them through systems troubleshooting, while aiming to resolve issues accurately and efficiently.

This role requires excellent problem-solving skills with outstanding communication and customer service skills.

WHAT YOU WILL DO :

The IT Help Desk Agent performs highly complex to highly advanced (senior-level) computer systems support work. Work involves providing customer support for agency information systems and operating automated office equipment in a stand-alone, network, or mainframe environment.

Works under limited to minimal supervision, with considerable to extensive latitude for the use of initiative and independent judgment.

YOU WILL BE TRUSTED TO :

• Provide quick and effective assistance with hardware, software, and network issues.
• Respond to inquiries via phone, ticketing system, email, through online chats and document effective solutions.
• Diagnose and resolve complex technical computer and printer issues.
• Listen attentively to customers’ questions and concerns and offer optimal solutions. Walk customers step-by-step through the problem-solving process.
• Prioritize customer satisfaction in all communications, directing unresolved issues to Level 3 support.
• Deliver exceptional customer service, ensuring user satisfaction and maintaining a professional demeanor at all times.
• Work collaboratively with other IT team members and departments to ensure seamless support and service delivery.
• Ensure efficient and effective resolution of IT support issues by managing and maintaining ServiceNow tickets, ensuring all incidents and requests are handled promptly and accurately.

YOU ARE A GREAT FIT WITH :

• Associate’s in computer science, or a related field.
• Minimum four years full-time experience in IT help desk support, including roles that involve extensive knowledge of computer hardware, software applications, troubleshooting, systems analysis, technical support and documentation.
• Experience with Windows 11 operating systems.
• Experience with TeamViewer, Remote Desktop, or similar remote tools to assist users.
• Strong focus on providing a positive user experience and maintaining professionalism.
• Excellent problem-solving and analytical skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Excellent verbal and written communication skills to effectively interact with users and document solutions.
• Ability to prioritize tasks and manage time effectively.

YOU QUALIFY WITH :

• Information Technology Support Specialist III : Four years of full-time experience in data processing or in positions which provided thorough knowledge of computer equipment or software packages, or experience in systems analysis or computer programming.
• Information Technology Support Specialist IV : Four years and six months of full-time experience in data processing or in positions which provided thorough knowledge of computer equipment or software packages, or experience in systems analysis or computer programming.

Both Levels : Relevant academic credits may be applied toward experience qualifications for this position.

YOU GAIN :

• A Family Friendly Certified Workplace.
• Telecommuting offered from anywhere within the State of Texas
• Competitive starting salary : $4,802.00 - $5,500.00 / month
• Defined Retirement Benefit Plan
• Optional 401(k) and 457 accounts
• Medical Insurance
• Paid time off, including time for vacation, sick and family care leave
• Additional benefits for active employees can be found at

VETERANS :

Use your military skills to qualify for this position or other jobs! Go to to translate your military work experience and training courses into civilian job terms, qualifications, and skill sets.

Also, you can compare this position to military occupations (MOS) at the Texas State Auditor's Office by pasting this link into your browser :

HOW TO APPLY :

To be considered, please complete a State of Texas Application for Employment and apply online at or on Taleo.

TWC is not considering applications from individuals who require sponsorship for an employment visa, including those currently on student or postgraduate visas.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

A position utilizing this classification will be designated as security sensitive according to the Texas Labor Code, Section 301.042