Production Support Analyst - HHSC

Remote

Client requires the services of 1 Product Support Analyst 3, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 3, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Client .

All work products resulting from the project shall be considered "works made for hire" and are the property of the Client and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Client will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).

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.

Acts as the technical team lead for the HHSC IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems. Monitors performance of vendor-provided staff and/or vendor-managed services; collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

Minimum Requirements

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. Years Required/Preferred Experience 8 Required (at least 3 years) Leadership of a help desk / service desk 8 Required (at least 2 years) Experience developing process / training documentation 8 Required (at least 2 years) Experience researching and resolving escalated problems, including the most complex and/or critical customer issues. 2 Preferred Experience gathering and analyzing performance metrics 2 Preferred Ability to guide knowledge transfer as staff roll off and on the service desk