Data Analyst IT Help Desk Specialist

1 week ago

Austin, Texas, United States Health & Human Services Comm Full time
Job Description:

As a Data Analyst IT Help Desk Specialist at Health & Human Services Comm, you will be responsible for performing complex statistical analysis to support organizational needs. You will interpret various data used by HHSC for planning, evaluation, and performance assessment of the IT Customer Service Desk. You will communicate with inter- and intra-agency staff to acquire data and respond to data requests. You will work under limited supervision with considerable latitude for the use of initiative and independent judgment.

This person in this position will be expected to interface with HHSC business areas, HHSC IT support teams, and other Health and Human Services (HHS) agencies. You may represent the IT Customer Service team on various intra-and inter-agency workgroups.

Essential Job Functions:
Performs advanced and/or supervisory (senior-level) computer systems analysis work. Work involves planning, budgeting, and analyzing user requirements, procedures, and problems to automate processing or to improve existing systems. Works under minimal direction with considerable latitude for the use of initiative and independent judgment.

Oversees studies and the preparations of reports that include study findings, recommendations, and instruction for proposed system implementations; formulates logical descriptions of problems; and devises and implements optimum solutions.

Participate in creation of an evaluation form that captures the identified necessary behaviors and skills and agreed scoring methodology. Participate in creation of a definitions document that defines the behaviors measured on the evaluation form. Participate in creation of a business project implementation plan to support customer service quality improvement initiatives.

Develops and implements strategic planning actions and policy decisions and makes recommendations concerning the direction of the agency's efforts.

Develops, analyzes, and revises system design procedures, program code, test procedures, and quality standards.
Formulates logical descriptions of problems and devises optimum solutions.

Must be able to collect, process, and analyze large amounts of data to help the organization make informed decisions.

Must be able to present their findings clearly and compellingly using tools like charts, graphs, and infographics. Some tools you might use include Tableau, Excel, and Power BI.

Ability to adjust hours when required to support help desk operations between the hours of 7:00 a.m. to 8:00p.m. May be required to work a later or early shift depending on business needs.
Performs related work as assigned.

Knowledge Skills Abilities:

Knowledge of the limitations and capabilities of computer systems, of the techniques used in the design of non-automated systems, of information technology equipment, of applicable programming languages, of computer hardware and software, of computer operating systems, of writing program code, and of automated mapping.


Ability to analyze systems and procedures; to write and revise standards and procedures; to handle multiple projects; to communicate effectively; and to plan, assign, and/or supervise the work of others.


Experience extracting data using CISCO telephony tools, various help desk ticketing systems, such as ITSM (BMC Helix (formally Remedy OnDemand)), and other related reporting and analytic tools.


Registration or Licensure Requirements:

Initial Selection Criteria:
Experience in systems analysis and design work.

Graduation from an accredited four-year college or university with major course work in computer science, computer information systems, management information systems, or a related field is generally preferred.

A minimal of 1-year Business Analytics or similar reporting tool experience. Experience with running & analyzing reports in a data driven environment. Education and experience may be substituted for one another.

Additional Information:
Requisition Number

There will be a reporting assessment during interview.

MOS Code:
N/A
HHS agencies use E-Verify. You must bring your I-9 documentation with you on your first day of work.
I-9 Form - Click here to download the I-9 form.

In compliance with the Americans with Disabilities Act (ADA), HHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.

If you need assistance completing the on-line application, contact the HHS Employee Service Center at If you are contacted for an interview and need accommodation to participate in the interview process, please notify the person scheduling the interview.

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