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Product Support Analyst 3
$97k-126k (estimate)
Full Time
6 Days Ago
Spruce Technology Inc is Hiring a Product Support Analyst 3 Near Austin, TX
Texas Health and Human Services Commission requires the services of 1 Product Support Analyst 3The Product Support Analyst will serve as the technical team lead for the HHSC IT Service Desk as a Service, assisting external users of computer systems via a help desk structure. This role encompasses providing first-line support for operational issues related to agency IT systems and collaborating with various IT support organizations and program policy sections to research and resolve more complex problems. The analyst will evaluate failures, bugs, systemic issues, and hardware problems, reporting the necessary steps for resolution. Additionally, the analyst must consider site-specific information such as hardware, operating systems, and user requirements to effectively address issues. Responsibilities also include installing applications, hardware, parts, and equipment.
Key Tasks For The Product Support Analyst Include
Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.
Key Tasks For The Product Support Analyst Include
- Troubleshooting, diagnosing, and repairing product and service concerns.
- Contributing to and utilizing the knowledge base.
- Communicating ongoing issues and fixes internally and with customers.
- Reporting on product and service problems.
- Guiding customers on product features, selection, configuration, and implementation.
- Monitoring the performance of vendor-provided staff and/or vendor-managed services.
- Collecting data to analyze performance against service level agreements.
- Enforcing guidelines, procedures, and policies.
- Participating in the integration of new programs into the Service Desk as a Service structure.
- Assigning work to others and monitoring its quality and completeness.
- 8yrs - Required - (at least 3 years) Leadership of a help desk / service desk
- 8yrs - Required - (at least 2 years) Experience developing process / training documentation
- 8yrs - Required - (at least 2 years) Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.
- 2yrs - Preferred - Experience gathering and analyzing performance metrics
- 2yrs - Preferred - Ability to guide knowledge transfer as staff roll off and on the service desk
- Services shall be provided during normal business hours unless otherwise coordinated through the Agency. Normal business hours are Monday through Friday from 8:00 a.m. through 5:00 p.m., excluding Texas state holidays when the agency is closed.
- The primary work location will be 4601 W. Guadalupe, Austin, Texas 78751.
- Position will be remote. Program will allow candidates who are within the state (Any location within the State of Texas).
Spruce Technology, Inc. is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Consistent with the Americans with Disabilities Act, it is the policy of Spruce Technology, Inc. to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.
Job Summary
JOB TYPE
Full Time
SALARY
$97k-126k (estimate)
POST DATE
06/24/2024
EXPIRATION DATE
07/22/2024
WEBSITE
sprucetech.net
HEADQUARTERS
Saddle Brook, NJ
SIZE
25 - 50
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