WIC IT Customer Service and Support Specialist III in Austin, TX

Description

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage.

Functional Title: WIC IT Customer Service and Support Specialist III 
Job Title: Systems Administrator III 
Agency: Health & Human Services Comm 
Department: Rgnl Ofc Sprt WIC 
Posting Number: 14169 
Closing Date: 03/10/2026 
Posting Audience: Internal and External 
Occupational Category: Computer and Mathematical 
Salary Range: $4,523.16 - $5,541.66 
Pay Frequency: Monthly
Salary Group: TEXAS-B-21 
Shift: Day 
Additional Shift:  
Telework:  
Travel: Up to 5% 
Regular/Temporary: Regular 
Full Time/Part Time: Full time 
FLSA Exempt/Non-Exempt: Nonexempt 
Facility Location:  
Job Location City: AUSTIN 
Job Location Address: 4616 W HOWARD LN 
Other Locations:  
MOS Codes: 0605,0670,0671,0679,2651,5974,6049,6694,8858,17C,17C0,17DX,17S,17SX,181X,182X,1B4X1,1D7X1,255A,255N 
255S,255Z,25B,25D,26A,26B,26Z,514A,5C0X1D,5C0X1N,5C0X1S,681X,682X,781X,782X,784X,CTI,CTM,CTT,CWT 
CYB10,CYB11,ISM,IT,ITS 
 

This position performs systems administration work for configuration, maintenance, and reliable operation of Texas WIC Online systems. Installs and upgrades computer components, system software and wireless hotspot communications. Works under close supervision with minimal latitude for the use of initiative and independent judgment.  Works directly with computer hardware and software including installation and maintenance. Installs and updates software, resolves problems with computer systems, evaluates and optimizes systems for effective performance, manages computer equipment and mobile equipment, and provides routine automation for the Texas State Service Desk which supports the WIC Texas Special Supplemental Nutrition Program for Women, Infants and Children (WIC) Program.  Creates and maintains accurate documentation of system configurations, procedures, and troubleshooting steps.  Adheres to the HHSC Guiding Principles and the universal expectations of personal responsibility. Works under the direction of Manager V.  This position is classified as a fulltime position (40 hours a week). Works outside of regular hours as required.

Essential Job Functions

(20%) Supports State Agency staff and Local WIC Clinics with hardware, software, network, and mobile device support; documents activities and incident resolutions.

(20%) Maintains accurate inventory of WIC clinic computer equipment and completes all property inventory documentation.

(20%) Assists in the planning and implementation of Information Technology initiatives as related to changes in equipment, devices, and networks.

(20%) Provides user support and training in the use of hardware, software, and utilities.  Educates users on new or less frequently used features and existing products.  Keeps current on all work-related technology and required training.  Stays updated with latest advancements in system administration, technologies, and security best practices.  Creates and maintains highly complex technical and process documentation.

(10%) Performs the testing of new hardware, software, and peripheral equipment.  Conducts evaluations of upgraded or new hardware and software identifying strengths, weaknesses, and potential benefits for WIC.

(10%) Participates as a member of large cross-sectional teams and regularly interfaces with vendors and agency staff as required in problem resolution, planning for new hardware enhancements and system-wide changes; and coordinates periodic meetings with vendors and Local WIC Agencies.

Registrations, Licensure, Certification to perform this job

CompTIA A+ Preferred

Certified Texas Contract Manager (CTCM) Preferred

ITIL Foundation Certification Preferred

Knowledge Skills Abilities

Knowledge of supporting computer hardware, software, online applications or peripherals

Knowledge of creating and maintaining knowledgebase in a team setting

Knowledge of maintaining inventory and asset records

Knowledge of service desk ticketing systems

Knowledge of Service Level Agreements

Skill in verbal and written communication

Skill in excellent customer service

Ability to translate technical and industry terms into non-technical language

Ability to organize and prioritize work

 Ability to approach and solve complex problems in a logical proactive manner and develop creative solutions

Ability to work in a team environment

Initial Screening Criteria

At least two years' experience working in an Information Technology (IT) troubleshooting position for desktop hardware, software, peripherals, or online technology.

Experience communicating with or providing services to clients/customers.

Review our Tips for Success when applying for jobs at DFPS, DSHS and HHSC.

Active Duty, Military, Reservists, Guardsmen, and Veterans:

Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to those listed in this posting. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information please see the Texas State Auditor's Job Descriptions, Military Crosswalk and Military Crosswalk Guide at Texas State Auditor's Office - Job Descriptions.

ADA Accommodations:

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability. If you need assistance completing the on-line application, contact the HHS Employee Service Center at 1-888-894-4747. If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

Pre-Employment Checks and Work Eligibility:

Depending on the program area and position requirements, applicants selected for hire may be required to pass background and other due diligence checks.

HHSC uses E-Verify. You must bring your I-9 documentation with you on your first day of work. Download the I-9 Form

Telework Disclaimer:

This position may be eligible for telework.  Please note, all HHS positions are subject to state and agency telework policies in addition to the discretion of the direct supervisor and business needs.