Helpdesk Analyst with L1 tech support, ticketing/call tracking, trouble-shooting and call center phone support experience

Job ID: TX-80219ITHD2 (94290826)

Helpdesk Analyst with L1 tech support, ticketing/call tracking, trouble-shooting and call center phone support experience

Location: Austin TX (TPWD)
Duration: 12 months

2 Skill in delivering excellent Level-I technical support; knowledge of microcomputer architecture and design
2 Skill in problem analysis and utilizing appropriate procedures and techniques to effect problem resolutions
2 Skill in generating detailed and accurate documentation on microcomputer hardware and software problems
2 Skill in providing quality customer service in a courteous and professional manner
2 Ability to generate detailed and accurate problem call tickets utilizing agency standard call tracking system
2 Ability to install, configure and trouble-shoot agency standard microcomputers and their related peripheral


2 Experience providing phone-based support in a call center or help desk environment

Years Skills/Experience
Services to begin as soon as possible through August 31, 2020. Total estimated worker hours shall not exceed
2080 hours. This service may be amended, renewed, terminated and/or extended providing both parties agree
to do so in writing.

The Department of Information Resources (DIR) requires the services of one Help Desk assistant, hereafter
referred to as Worker(s), who meets the general qualifications of ITSAC Help Desk 1 Category, Core
Technology Type and the specifications outlined in this document for the Texas Parks and Wildlife Department
All work products resulting from the project shall be considered “works made for hire” and are the property of the
TPWD. TPWD may include pre-selection requirements that potential Vendors (and their Workers) submit to and
satisfy criminal background checks as authorized by the Texas law. TPWD will pay no fees for interviews or
discussions, which occur during the process of selecting a Worker(s).
This position is responsible for working at the Agency Help Desk. Receives calls for assistance relating to the
utilization of computer equipment and software. Provides moderately complex Level-I system support, problem
analysis and resolutions in support of the Agency’s Local Area Network (LAN), Wide Area Network (WAN),
Agency custom applications and stand-alone microcomputers. Provides technical assistance in the administration
of agency standard Windows operating systems, applications software, hardware, telecommunications and
networking environments. Installs and configures agency standard software applications. Applies and configures
hardware and software upgrades to agency microcomputers. Logs, tracks and resolves problem calls utilizing the
ServiceNow Help Desk Software Package. Works under close supervision with minimal latitude for the use of
initiative and independent judgment. Performs additional duties as assigned. Complies with all Agency, Division
and Branch rules, regulations and procedures.


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