NEOGOV · 1 day ago
Customer Support Analyst
Austin, TX
Full-time
Onsite
Entry, Mid Level
$60K/yr - $74K/yr
2+ years expNEOGOV is a company that provides technology solutions for government agencies. They are seeking a Customer Support Analyst to perform IT customer support work, addressing issues and providing desktop support for users both on-site and remotely.
GovernmentSoftwareHuman ResourcesInformation TechnologyGovTech
Responsibilities
Offers comprehensive remote desktop support and assistance using various remoting applications. Proficiently installs, re-installs, configures, or provides user guidance over the phone, leveraging advanced technical expertise
Responds promptly and effectively to service calls, meticulously logging requests, and delivering first- and second-level technical assistance to users and fellow Information Technology technicians. Methodically documents call issues and resolutions to maintain accurate records
Manages all aspects of hardware support, including the seamless swapping of equipment, ensuring optimal functionality. Maintains a meticulous inventory of hardware assets, tracking deployments, and proactively identifying opportunities for optimization
Demonstrates proactive problem solving by actively seeking and identifying potential issues, applying analytical skills to prevent and address challenges before they impact users
Orchestrates the installation, configuration, and deployment of new software packages, along with upgrades to desktop hardware for users’ desktops, laptops, and printers
Conducts reimaging of computers to maintain and enhance system performance
Provides user training on various IT processes and technologies, ensuring effective utilization and enhancing end-user proficiency
Creates resets, and manages user profiles, offering expert assistance to users encountering access or login problems
Effectively communicates critical outages to relevant stakeholders, overseeing the resolution process and providing timely updates
Works adeptly with varied versions of client technologies, conducting thorough installations and testing across diverse platforms. Contributes to the determination of technology requirements through insightful analysis
Initiates preventative maintenance work and/or diagnostics on computers and peripherals within a department, ensuring the sustained performance of IT infrastructure
Engages in special projects, offering technical expertise to users and support employees. Plays a vital role in the deployment of new computer equipment and the relocation of County offices, managing corresponding IT equipment
Performs other job-related duties as assigned, consistently contributing to the overall effectiveness of the Information Technology support team
Qualification
Required
Bachelor's degree in Computer Science, Information Systems or a directly related field AND two (2) years of relevant work experience
Any combination of education and experience that has been achieved and is equivalent to the stated education and experience and required knowledge, skills, and abilities sufficient to successfully perform the duties and responsibilities of this job
Valid Texas Driver's License
Ability to lift/carry up to 35-40 pounds occasionally
Visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment
Ability to work efficiently both independently and as part of a team
Ability to perform basic to intermediate software and hardware diagnostics and troubleshooting
Demonstrate strong customer service skills
Manage time well, perform multiple tasks and organize diverse activities
Establish and maintain effective working relationships with departmental clientele, outside agencies and providers, other County employees and officials, and the general public
Ability to adhere to all security measures when providing technical support in areas with inmate presence
Ability to work either a B shift (2 pm to 10 pm) or C shift (10 pm to 6 am) and includes rotating weekend shifts
Ability to work out of a building in Del Valle, TX, or downtown Austin as needed
Understanding of the importance of PREA certification and how it contributes to the overall safety and well-being of the correctional facility
Familiarity with CJIS compliance requirements and ability to adhere to them
Understanding that this position does not have a teleworking option and requires employees to be on site for every shift
Submission of a detailed resume with the online application
Preferred
Microsoft Certified Professional (MCP)
A+ Certifications
Benefits
Comprehensive health insurance
A no-cost, on-site Health and Wellness clinic
Longevity pay
Paid vacations
Sick time
Personal holidays
Industry competitive salary structure
A friendly, stable work environment
Employees may join the Travis County Credit Union which offers low-interest loans, savings plans through payroll deduction, safe deposit boxes and other benefits.
Employees may enroll in a tax- free sheltered investment plan through payroll deduction.
Employees may sign up for direct bank deposit.
Travis County provides a confidential counseling and referral service free of charge to county employees and their family.
Membership in the American Federation of State, County, and Municipal Employees Union is available through payroll deduction.
Employees may access the clinic for a variety of wellness program and health care services with no co-pay, no deductible and no co-insurance costs.
An average of eleven paid holidays are designated by the Travis County Commissioners Court at the beginning of each fiscal year.
Employees may select from four plans: an Exclusive Physician Organization (EPO), Choice Plus Preferred Physician Organization (PPO), Consumer Choice or a High Deductible Health Plan (HDHP) with a Health Savings Account (HSA).
$50,000 Basic Life and AD&D paid by the County.
Longevity pay is paid for each year completed after three years of continuous service.
A limited number of assigned parking spaces are available to employees in the Courthouse Complex.
Regular, full-time employees are eligible for up to three paid personal holidays each calendar year.
Travis County is a member of the Texas County & District Retirement System with mandatory participation by certain classes of employees.
Regular employees earn sick leave at a rate of eight hours per month with unlimited accrual during employment.
Each Full-time Paid Parental Leave Eligible (PPL) Employee is entitled to a total of 320 hours of Paid Parental Leave in a 12 month period.
Certain classes of full-time employees may receive reimbursement for fees associated with pre-approved, job related course work completed satisfactorily.
Based on years of county service, regular, full-time employees earn vacation time at the following rates: 0 to 5 years 4.0 hours per pay period, 6 to 10 years 4.5 hours per pay period, 11 to 15 years 5.0 hours per pay period, 16 to 20 years 5.5 hours per pay period, 21 plus years 6.0 hours per pay period.
The county provides all employees workers' compensation coverage with benefits in accordance with state statute, if the employee sustains an injury out of, or in the course of work.
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
The Carlyle Group,Warburg PincusWarburg 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