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Product Support Analyst
3 months ago
Overview:
Allied Consultants, Inc. is an Austin-based firm which has for 32 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experienced Product Support Analyst to be a key resource on a technical services team.
Allied Consultants offers its family of consultants excellent rates, a local support staff, and an attractive benefits package which includes medical insurance (Allied shares a percentage of the cost), life insurance, a matching 401(k) plan and a cafeteria plan.
Candidates selected for interview will be required to undergo criminal background checks and may be required to complete a drug screen in accordance with Federal and State Law. Offers of Employment are contingent on a successful background check
Allied Consultants is an equal opportunities employer.
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 client's 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.
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
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
