Help Desk Agent Jobs (NOW HIRING)

The agency is located at the George Herbert Walker Bush State Building located in the Capitol Complex at 1801 N. Congress Ave. Austin, TX 78701.

Introduction:

The ApplyTexas Help Desk Agent (Program Specialist I) is responsible for providing high-quality, timely customer support to users of the ApplyTexas system, including students, families, counselors, higher education institutions, and community partners. This position will exercise excellent verbal and written communication skills and an understanding of both technical and policy-related issues to ensure customer needs are met.

General Description:

The ApplyTexas Help Desk Agent provides high-quality, timely customer support to users of the ApplyTexas system, including students, families, counselors, higher education institutions, and community partners. The position responds to inquiries through the ApplyTexas Help Desk platform, maintains accurate documentation, and ensures all responses to user inquiries reflect agency standards for accuracy, clarity, and user-centered service. Agents maintain working knowledge of all three ApplyTexas portals (applicant, admin, and counselor), as well as key higher education admissions, enrollment, and financial aid policies and processes. This role also cross-trains with the ADVi virtual advising team and pivots during peak periods to support escalated student questions routed from the ADVi chatbot, ensuring unified advising and support across the agency's College and Career Advising division. This position reports to the ApplyTexas Help Desk Manager in the Division for College and Career Advising. This position is fully remote. Employees may work from any location within the state of Texas, with occasional travel for team meetings or training as required. Reliable internet access and a dedicated workspace are required. 

 General Duties and Responsibilities:

General duties and responsibilities encompass three main categories of focus: (1) help desk consultation & operational support; (2) troubleshooting & application support; and (3) stakeholder engagement & cross-team collaboration.  

Help Desk Consultation & Operational Support

        Provide high-quality, empathy-first written communication to ApplyTexas users that meets division performance expectations for high quality customer service.

        Manage and prioritize assigned support cases to ensure timely ticket resolution, accurate documentation, and appropriate escalation.

        Delivers support to users through multiple mediums including email, text message, and videoconferencing depending on context and customer needs.

        Maintains accurate and thorough documentation of actions taken on assigned cases using appropriate agency tools including but not limited to Salesforce Service Cloud, Azure DevOps, Microsoft Office tools, and Smartsheet.

        Contribute to the development and maintenance of the ApplyTexas customer service knowledge base, including drafting, updating, and copyediting articles.

        Participate in required trainings, quality reviews, and professional development to ensure updated knowledge of ApplyTexas policies and processes.

        Apply FERPA standards at all times when handling sensitive information.

        Organize and maintain records used for reporting, evaluation, and continuous improvement.

Troubleshooting & Application Support

        Research user issues thoroughly, applying established protocols to replicate problems, identify root causes, and document findings.

        Escalate unresolved or complex technical issues to the Help Desk Manager and product/DevOps teams with clear, complete documentation.

        Maintain up-to-date knowledge of ApplyTexas system functionality and common user workflows across the applicant, admin, and counselor portals.

        Maintain foundational knowledge of college access, admissions, financial aid, and enrollment processes to ensure accurate and complete responses to users.

Stakeholder Engagement & Cross-Team Collaboration

        Collaborate with agency staff, higher education partners, and external stakeholders on assigned tasks and special projects.

        Cross train with the ADVi virtual advising team and pivot to support ADVi escalations during peak periods.

        Adapt communication styles to meet the needs of diverse audiences, ensuring clarity and user-centered support.

        Contribute to program evaluation by identifying recurring issues, trends, or opportunities for improvements in user experience or system functionality.

        Support the broader goals of the College and Career Advising Division by participating in knowledge-sharing, team meetings, and cross-functional coordination.

Performs other related duties as assigned to support the goals of the College and Career Advising Division and agency priorities.

Knowledge, Skills, and Abilities:

        Knowledge and understanding of state and federal laws, rules, regulations, policies, and procedures affecting higher education admissions and enrollment in Texas.

        Knowledge of Texas education systems, college admissions, and financial aid processes.

        Skilled in working with computers and standard office technology, including Microsoft Office Suite (Word, PowerPoint, and Excel).

        Skilled in oral and written communication.

        Skill in using technology and industry best practices to meet customer service goals.

        Skill in troubleshooting, documenting steps, and identifying user needs.

        Skill in using computers, databases, and general office software, including Microsoft Word, Outlook, PowerPoint, and Excel.

        Skill in managing customer service tickets through Salesforce and/or similar systems.

        Skill in reviewing materials for accuracy and efficiently identifying, researching, and correcting errors.

        Ability to communicate clearly, professionally, and effectively in writing, including explaining technical or complex processes or resolving issues for customers in a user-friendly way.

        Ability to interpret guidelines, policies, procedures, rules, and statutes, exercising sound judgment and discretion when applying relevant policies and procedures.

        Ability to maintain confidentiality when handling sensitive information and apply FERPA standards appropriately at all times.

        Ability to self-manage assigned responsibilities and tasks, effectively manage time, multitask, organize, and prioritize while working independently in a fast-paced, constantly changing environment.

        Ability to demonstrate knowledge of Standard American English and proofing and editing practices.

        Ability to build positive working relationships with team members and stakeholders.

Military Crosswalk:  Military Crosswalk for Occupational Category - Program Management

Required Minimum Education and Experience:

        Graduation from an accredited high school or successful completion of the General Education Development test (GED)

        Graduation from an accredited college or university with a bachelor's degree. Equivalent professional experience may substitute for the postsecondary degree requirement on a year-by-year basis.

        At least two (2) years of full-time experience in help desk, technical support, customer support, or direct-service higher education advising, admissions, or financial aid support services

        Experience using a customer relationship management (CRM) system, help desk platform, or similar case management tool

        Experience working with confidential data and personally identifiable information (PII)

Preferred:

        Bachelor's degree from an accredited college or university in education, communications, English, public administration, information systems, computer science, or a related program of study

        Experience working with Salesforce

        Experience working with the ApplyTexas system (Applicant Portal, Counselor Suite, and/or Admin Portal)

        Experience providing written customer support or working in another writing-intensive role

        Experience with technical troubleshooting and account management

        Experience with developing, editing, or maintaining knowledge base or help center documentation

Physical Requirements and/or Working Conditions:

Work is performed remotely and requires:

•  A strong, reliable internet connection and dedicated remote workspace free from distractions.

•  Frequent use of personal computers, copiers, printers, and telephones.

•  Regular, reliable, and punctual attendance at work.

•  Frequent sitting.

•  Frequently working under deadlines, as a team member, and in direct contact with others.

•  Work involves extensive use and repetitive hand/finger motions while using the computer.

Workforce:

Must be able to:

• Demonstrate knowledge of customer service deliverables.

• Show flexibility and adaptability toward changes in assignments and work schedules, working extended hours as necessary.

• Adhere to the organization's internal management policies and procedures.

• Contribute to the agency's performance measures and mission.

Application Requirements:

The Texas Higher Education Coordinating Board is an Equal Opportunity Employer. A State of Texas application is required to apply. For more information on how to apply for this position, go to the Coordinating Board's employment opportunities website atCareers - Texas Higher Education Coordinating Board

The Texas Higher Education Coordinating Board participates in E-Verify for each new employees' Form I-9 to confirm work authorization. For questions, please call the HR Department at 512-427-6190. For vocal and/or hearing assistance call 7-1-1.

Notes to Applicant:

If you require any reasonable accommodation for the interview process, please inform the hiring representative who calls to schedule your interview. This position has been designated as a security sensitive position. A criminal background investigation will be conducted on the final candidate for this position.

Your job application must be completely filled out. Your application must contain dates of employment, job titles, name of employer and a description of duties performed in a way that demonstrates you meet the minimum qualifications for the position for which you are applying. Resumes do not take the place of the requirement to include this information on the application. If this information is not submitted, your application may be rejected because it is incomplete.

Veterans Information: THECB is committed to hiring Veterans. To receive Veteran's Preference, a copy of the FORM DD214 -member #4, must be attached when submitting your application.

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER: THECB does not discriminate on the basis, of race, color, religion, sex, national origin, age, or disability in employment or the provision of services.

Job offer and continuation of employment with THECB is contingent upon:

• Proof of education and experience listed on the application.
• Eligibility/authorization to work in the U.S.
• Satisfactory results from a pre-employment criminal history background check.
• Compliance with the Selective Service Law for males ages 18-25. Please be advised that under Texas law, names and other information concerning applicants or nominees may be subject to disclosure upon request.

THECB does not allow dual employment with other state of Texas agencies or institutions.

Skills assessment may be conducted at time of interview

No phone calls or emails, please. Due to the high volume of applications, we do not accept telephone calls and cannot reply to all email inquiries. Only candidates selected for interview will be contacted.