Product Support Analyst - Help Desk
Product Support Analyst - Help Desk
Posted on :
30-10-2024
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Job Description
Current Texas Residents Only
I. DESCRIPTION OF SERVICES
Texas Health and Human Services Commission requires the services of 2 Product Support Analyst 2 hereafter referred to as Candidate(s) who meets the general qualifications of Product Support Analyst 2 Technical Services Help Desk and Operations and the specifications outlined in this document for the Texas Health and Human Services Commission.
Evaluate failures bugs systemic problems and hardware and report on necessary steps. Consider sitespecific information like hardware operating system and user requirements to appropriately resolve problems. Install applications hardware parts and/or equipment. Product Support Analyst common tasks include: troubleshoot diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features product selection and configuration and implementation.
II. CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity. Years Required/ Preferred Experience 4 Required Experience with help desk / service desk services. 4 Required Experience with help desk software (e.g. ticketing systems knowledge bases). 4 Required (at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets network connectivity etc.) 4 Required (at least 2) Highlevel knowledge of information technology systems and best practices. 4 Required (at least 2) Experience with Microsoft O365 applications (Word Excel PowerPoint Teams Visio) 4 Required (at least 2) Experience working with SharePoint Lists. 4 Required (at least 2) Strong customer service orientation with patience and empathy for frustrated or confused users. 4 Required (at least 2) Experience with call handling. 2 Preferred Experience with Remedy / BMC Helix.
I. DESCRIPTION OF SERVICES
Texas Health and Human Services Commission requires the services of 2 Product Support Analyst 2 hereafter referred to as Candidate(s) who meets the general qualifications of Product Support Analyst 2 Technical Services Help Desk and Operations and the specifications outlined in this document for the Texas Health and Human Services Commission.
Evaluate failures bugs systemic problems and hardware and report on necessary steps. Consider sitespecific information like hardware operating system and user requirements to appropriately resolve problems. Install applications hardware parts and/or equipment. Product Support Analyst common tasks include: troubleshoot diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features product selection and configuration and implementation.
- Provide expert support for our healthcare business applications ensuring optimal functionality and user satisfaction.
- Troubleshoot and resolve complex issues related to business application use configuration and customization.
- Conduct training sessions for users empowering them to effectively utilize our applications.
- Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
- Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
- Develop and maintain detailed documentation for supported applications including user guides and FAQ sections.
II. CANDIDATE SKILLS AND QUALIFICATIONS
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Employment Type
Full Time
Key Skills
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