IT Service Desk Support

We’re hiring a Systems Analyst II to join our IT Service Desk team supporting critical Health and Human Services (HHS) applications. This role blends technical troubleshooting with policy knowledge to support high-visibility, sensitive applications. You’ll provide expert support to external users, resolve complex application issues, and help improve user experience in a fast-paced, politically sensitive environment.

Responsibilities

• Provide expert customer service via phone and email, managing high-volume support calls with patience and professionalism.
• Troubleshoot and resolve complex issues related to application use, configuration, and customization.
• Create and maintain documentation, user guides, and training materials; conduct presentations and train staff.
• Monitor call trends to identify recurring issues and recommend improvements.
• Collaborate with developers by communicating user feedback for application enhancements.
• Follow up on tickets, escalate as needed, and mentor new Service Desk agents.
• Support team operations by covering shifts and duties as assigned.

• ITIL Foundation Certification (Preferred)
• Minimum 2 years of experience in application support or IT customer service.
• Experience with ticketing systems and CRM software.
• Strong troubleshooting skills for desktop hardware and software.
• Excellent customer service skills with the ability to explain technical info to non-technical users.
• Fast typing skills (minimum 45 WPM) and ability to work in a fast-paced environment.
• Ability to adapt schedule and work occasional extended hours or local commute., * Must pass a satisfactory standard criminal background check upon hire.
• Must have reliable transportation.

Work Environment:

• Must be well-groomed and presentable for a business environment., * IT application support or IT customer service: 2 years (Required)

Pulled from the full job description

• Health insurance
• Vision insurance
• Dental insurance, Job Types: Full-time, Contract

Pay: $30.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Application Question(s):

• Can you type at least 45 words per minute (WPM)?
• Can you pass a criminal background check upon hire and have reliable transportation for an on-site/hybrid role in Austin, TX?