Help Desk Support Specialist (Level 3)

The Senior Help Desk Support Specialist (Level 3) will support the Texas Department of Transportation (TxDOT). This role provides the highest level of end user support by resolving service requests escalated from lower support tiers. The specialist will deliver technical assistance onsite, remotely, over the phone, and via email, addressing issues related to hardware, software, and network systems. Responsibilities include diagnosing and resolving technical problems, documenting and tracking issues through resolution, and developing solutions for network, desktop, and server problems. The role also supports the coordination of system changes, upgrades, and new product implementations to maintain operational continuity.

Responsibilities

• Provide technical assistance to computer system users on a variety of issues.
  
• Identify, research, and resolve technical problems escalated from lower support tiers.
  
• Respond to telephone calls, email, and in-person requests for technical support.
  
• Document, track, and monitor problems to ensure timely resolution.
  
• Provide service and preventive maintenance on terminals, printers, and personal computers.
  
• Diagnose and repair equipment by replacing worn or broken parts and making technical adjustments.
  
• Assist in the coordination of system changes, upgrades, and new product implementations.
  
• Implement shared software, including operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors.
  
• Communicate accurate and useful status updates and manage time reporting on all work activities.
  
• Develop solutions for network, desktop, and server problems.
  

Requirements

Minimum Qualifications

• 8 years of experience providing the highest level of support to end users by handling service requests escalated from lower tiers.
  
• 8 years of experience supporting users onsite, remotely, over the phone, and via email.
  
• 8 years of experience developing solutions for network, desktop, and server problems.
  

Preferred Qualifications

• Experience providing support for one or more Texas State Agencies.
  
• Experience with ITSM practices, ticketing systems, databases, and remote-support tools.
  
• Experience with PC, printer, terminal, and hardware maintenance.
  
• Familiarity with EIR accessibility and assistive technologies.