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Respond by: 06/28/24
Rate: DOE
Type: Contract
Please respond with resume and 3 references preferably supervisor (name, title, company, email, phone number)
Preference will be given to candidates who meet all preferred skills and have public sector experience
Background Check will be performed if a candidate is selected for placement and will have to be passed'
Work mode: Hybrid
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 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: | ||
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 |
III. TERMS OF SERVICE
Services are expected to start 07/15/2024 and are expected to complete by 08/31/2024 . Total estimated hours per Candidate shall not exceed 350 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.
Product Support Analyst 3Full Time
$80k-103k (estimate)
06/22/2024
07/10/2024
texcelvision.com
Houston, PA
25 - 50
IT Outsourcing & Consulting