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Product Support Analyst 1208

Austin, TX
Austin, TX
Product Support Analyst - Solicitation# 529501208
Texas Health and Human Services Commission (HHSC)
 
Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific 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.
Position will be remote. Program will allow candidates who are within the state (Any location within the State of Texas).
 
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.
Actual
Years
Experience
Years
Experience
Needed
Required/
Preferred
Skills/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) High-level 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 need Three References
 
 
Reference Name (Required):  
Title (Optional)  
Company Name (Required):  
Phone Number (Required include area code):  
E-mail address (Optional):  
Professional Relationship (Optional):  
 
 
 
Peer                                                                      Co-Worker                                                                                                                                                Supervisor
 
 
 
Customer                                                             End-User                                                                                                                                                   Subordinate
 
 
Reference Name (Required):  
Title (Optional)  
Company Name (Required):  
Phone Number (Required include area code):  
E-mail address (Optional):  
Professional Relationship (Optional):  
 
 
 
Peer                                                                      Co-Worker                                                                                                                                                Supervisor
 
 
 
Customer                                                             End- User                                                                                                                                                 Subordinate
 
 
Reference Name (Required):  
Title (Optional)  
Company Name (Required):  
Phone Number (Required include area code):  
E-mail address (Optional):  
Professional Relationship (Optional):  
 
 
 
Peer                                                                      Co-Worker                                                                                                                                                Supervisor
 
 
 
Customer                                                             End- User                                                                                                                                                 Subordinate
 

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