We are seeking an experienced System Support Analyst to provide frontline technical support for users and ensure efficient resolution of help desk-related issues in support of the Success data conversion project. In this role, you will serve as the primary point of contact for user support, diagnose software issues, resolve inquiries involving manual data manipulation, and document incidents to support ongoing business operations.

The position requires close collaboration with DHS program areas and technical staff to address business and information technology needs. You will be responsible for managing support requests received through phone, email, chat, and the JIRA ticketing system, ensuring issues are properly documented, prioritized, tracked, and escalated when necessary. Success in this role requires strong communication skills, critical-thinking abilities to identify root causes, and a structured approach to incident documentation that supports future system enhancements and continuous operational improvement.

Key Responsibilities

• Serve as the primary point of contact for users experiencing help desk-related issues.

• Diagnose software problems and resolve user inquiries involving manual data manipulation.

• Document incidents in the JIRA ticketing system, email communications, or data log spreadsheets.

• Support seamless business operations for the Success data conversion project.

• Interact with DHS program areas and technical staff regarding business and information technology needs.

• Receive, document, prioritize, and track support requests from phone calls, emails, and chat portals.

• Identify complex or recurring issues and escalate them to supervisors or managers for resolution.

• Communicate effectively with users, including handling user frustration and providing clear policy resolutions.

• Minimum 5 years of experience with automated systems for determining benefits for:

• SNAP

• TANF

• SNAP Employment & Training (E&T)

• Experience serving as the primary point of contact for help desk support issues.

• Experience diagnosing software problems and resolving user inquiries.

• Experience managing, documenting, prioritizing, and tracking support requests.

• Strong verbal and written communication skills.

• Strong critical-thinking and problem-solving skills.

• Advanced experience with Windows operating systems.

• Intermediate experience with Windows PC hardware.

Preferred Qualifications

• Proficiency with JIRA (documented change system).

• Proficiency with Windows applications.

• Certified Professional Business Analyst (CPBA).

• Intermediate experience with Mainframe operating systems.

• Intermediate experience with Linux operating systems.

• Intermediate experience with SQL Server.

• Intermediate experience with ADABAS.

• Intermediate experience with Data Quality practices

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you’ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You’ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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