Frontline SNAP/TANF Eligibility Systems Support Analyst

HTC Global Services; Jackson (MS); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Paid time off

401(k) matching

Career development

Job summary

HTC Global Services is seeking an experienced System Support Analyst for the SNAP/TANF Eligibility Systems project. You will provide frontline technical support, diagnose software issues, and document incidents to support ongoing operations.

You will collaborate with DHS program areas and technical staff to address IT needs and ensure timely resolution of requests. The role requires strong communication, root-cause analysis, and a structured incident-tracking approach using JIRA and other

Qualifications

• Minimum 5 years of experience with SNAP, TANF, and SNAP E&T automated systems.
• Experience as the primary point of contact for help desk.
• Experience diagnosing software problems and resolving user inquiries.
• Experience managing, documenting, prioritizing, and tracking support requests.
• Strong verbal and written communication skills.
• Advanced experience with Windows operating systems.
• Intermediate experience with Windows PC hardware.

Responsibilities

• Serve as the primary contact for users with help desk issues.
• Diagnose software problems and resolve inquiries involving data manipulation.
• Document incidents in the JIRA ticketing system or data logs.
• Support operations for the Success data conversion project.
• Coordinate with DHS program areas and technical staff on IT needs.
• Receive, document, and track support requests from calls, emails, and chats.
• Escalate complex issues to supervisors for resolution.
• Communicate effectively with users and manage expectations.
• Apply critical thinking to diagnose root causes of issues.
• Document incidents to aid future system enhancements.

Skills

Help desk support

SNAP/TANF

Root cause analysis

Documentation

Windows OS

Education

CPBA

Tools

JIRA

Mainframe OS

Linux OS

SQL Server

ADABAS

Job description

HTC Global Services is seeking an experienced System Support Analyst for the SNAP/TANF Eligibility Systems project. You will provide frontline technical support, diagnose software issues, and document incidents to support ongoing operations.

You will collaborate with DHS program areas and technical staff to address IT needs and ensure timely resolution of requests. The role requires strong communication, root-cause analysis, and a structured incident-tracking approach using JIRA and other