Help Desk Analyst
4 weeks ago
The Texas Health and Human Services Commission (HHSC) seeks two Product Support Analyst 2 contractors to provide technical support for healthcare business applications. The selected candidates will focus on troubleshooting, diagnosing, and resolving application issues, providing customer support, and conducting user training to ensure efficient use of the applications. They will collaborate closely with healthcare professionals and developers to enhance application functionality, maintain documentation, and contribute to ongoing knowledge management.
Key Responsibilities:
- Support healthcare business applications, ensuring user satisfaction and resolving complex issues.
- Provide training to empower users.
- Collaborate with development teams to implement user feedback.
- Maintain detailed documentation, user guides, and FAQs.
- Troubleshoot hardware and software issues, report on system improvements, and support users on application configuration.
Required Qualifications:
- 4+ years: Help desk/service desk support and experience with help desk software.
- 4+ years: Technical troubleshooting in complex environments (password resets, network connectivity, etc.).
- 2+ years: High-level IT systems knowledge, customer service skills, and call-handling experience.
- Experience with Microsoft O365 and SharePoint Lists.
- Preferred: Knowledge of Remedy/BMC Helix.
Terms of Service:
- Location: Telework from any location in Texas; main site at 4601 W. Guadalupe, Austin, TX.
- Work Hours: Monday through Friday, 8:00 AM - 5:00 PM, with potential evening and weekend work if pre-approved.
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Product Support Analyst
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