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# IT Service Desk Support

- **Company:** GTS Technology Solutions
- **Location:** Austin, TX, United States
- **Experience:** Experienced
- **Salary:** $62,400.0
- **Contract:** Permanent contract
- **Skills:** Issue Tracking Systems, Computer Equipment
- **Published:** July 6, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=6b12c1f4cd4572ff

## About the Role

* 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)

## Description

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.


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