NEOGOV · 4 months ago
Service Support Technician
University Park, TX
Full-time
Hybrid
New Grad, Entry Level
$47K/yr - $69K/yr
0+ years expNEOGOV is a company that provides technology solutions for government organizations. The Service Support Technician role focuses on delivering customer-oriented technology support across City operations, primarily through Service Desk operations, Incident Management, and Service Request Management.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Display accountability and knowledge to end users and Customers via job performance, behavior and resource usage
Answer the Service Desk phone line with a 90% live answer rate. For those unanswered calls, follow-up with end user to acknowledge receipt of call and gather any issue related details. Create and assign incidents as required
Assist with user incident resolution utilizing remote access tools, with a target of 80% first call resolution, rather than incident reassignment or escalation
Ensure users are receiving automatic notification when incidents are opened and closed, and that they reflect adequate and accurate information. Incidents that are closed without proper resolution are immediately reopened and reassigned
Discuss problem solving process and solutions with end users in a user-friendly, professional manner
Participates in providing formal and informal training programs on the use and operation of various data and information management software and systems
Follow up with customers to ensure issue has been thoroughly resolved
Log and classify all incidents and service requests in the Incident Management System, ensuring minimal unlogged calls
Communicate to appropriate IS technical staff, all issues that pertain to the needs and status of the incidents. Escalate incidents as required for appropriate resolution
Ensure all owned incidents are acknowledged, show progress with timely updates, and are properly closed and documented
Keep appropriate team members and IS Director informed of all critical issues that arise
Learn and support new computer technology as required
Contribute to the creation and documentation of internal procedures related to Service Desk, Service Request, and Incident Management processes
Monitor voicemail messages, Incident Management system, and emails at the beginning of and throughout the day to identify any incidents or requests in need of response. Provide follow-up and generate incidents if needed
Communicate to IS staff, user, or customer status pertaining to outstanding incidents
Identify and escalate incidents or requests requiring urgent and immediate attention
Document incident resolutions for future reference and needs
Answer basic end user questions and training needs regarding installation, operation, configuration, customization, and usage of their products, with assistance as necessary
Utilize various tools to address spam/phishing emails and computer viruses
Handle confidential and proprietary information professionally and discreetly
Participate in all meetings and discussions as directed
Ensure Service Desk and Incident Management system and processes are always running properly
Ensure customer's Technical Service Requests (TSR) are entered correctly in the Incident Management system and that an incident is created, assigned, and forwarded to the appropriate staff according to established SLAs
Enter all Service Desk calls and emails into Incident Management System accurately and with all appropriate information
Respond to Incident Management System email alerts, pertaining to unanswered and unassigned incidents
Qualification
Required
0 - 2 years of work/education experience in computer hardware and software with customer service, service desk and technical support experience
Customer Service background or experience
Valid Texas Driver's License at time of appointment and throughout employment
Preferred
Technical training in computer technology or a related field
Associate's degree preferred
Experience with ITIL or IT Service Management Incident Management practices
A+ or other technology certification
ITIL Foundations certification
Benefits
Medical, dental and vision insurance
Life, AD&D and Long-term Disability insurance
Flexible spending and dependent care accounts
Retirement benefits
457 Deferred Compensation accounts
Accrued paid vacation and sick leave time
Paid holidays
Employee tuition reimbursement
Higher education learning partnerships for employees and their dependents
Travel assistance
Free employee assistance program
Identity theft protection services
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase