Job Description:

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.

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

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

Job Type: Full-time

Pay: $62.00 - $65.00 per hour

Experience level:

• 10 years
• 8 years
• 9 years

Experience:

• service desk: 8 years (Required)
• training documentation: 8 years (Required)

Work Location: On the road