TULIP IT Service Desk Support - Systems Analyst II

Job Title: IT Service Desk Support - Systems Analyst II
Location: Austin, TX 78754
Job Type: Contract, long-term
Rate: $30/HR
Schedule: Onsite. Primarily 8 a.m. - 5 p.m. with occasional extended hours

About the Role
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.

Qualifications

• 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.

Why Work With Us?

• Impact meaningful work supporting key HHS programs.
• Work in a dynamic, professional environment committed to delivering high-quality service.
• Opportunities to grow and lead within the team.

Other Requirements:

• 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.

GTS Technology Solutions, Inc. is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws.
As part of our hiring process, we conduct background checks on all final candidates. These checks are conducted in compliance with the guidelines set forth by the U.S. Equal Employment Opportunity Commission (EEOC). We ensure that the information obtained from background checks is used fairly and does not unlawfully discriminate against any individual.
GTS Technology Solutions participates in E-Verify to confirm the employment eligibility of all newly hired employees. If you are offered a position with GTS Technology Solutions, your employment will be contingent upon successful verification of your identity and legal authorization to work in the United States through E-Verify.
For more information about E-Verify, please visit E-Verify's official website.