Product Support Analyst 2

Details Solicitation Reference Number Customer Name Texas Health and Human Services Commission Category Technical Services, Help Desk and Operations Customer Entity Name Health and Human Services Commission Title Product Support Analyst Deadline Date / / Level Product Support Analyst Posted Date / / Estimated Hours SSR Status Posted Number of Positions Status New of Resumes Allowed Candidates Submitted Full / Part Time Full Time SSR Cancellation Date Suggested Title Suggested NTE SSR Type Resume SOW Responses Submitted

IT STAFFING SERVICES SOLICITATION UNDER

DEPARTMENT OF INFORMATION RESOURCES

IT STAFF AUGMENTATION CONTRACT (ITSAC)

Solicitation Reference Number : Working Title : Product Support Analyst Title / Level : Product Support Analyst Category : Technical Services, Help Desk and Operations Full Time

I. DESCRIPTION OF SERVICES

Texas Health and Human Services Commission requires the services of Product Support Analyst , hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst , Technical Services, Help Desk and Operations and the specifications outlined in this document for the Texas Health and Human Services Commission .

All work products resulting from the project shall be considered "works made for hire " and are the property of the Texas Health and Human Services Commission and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Texas Health and Human Services Commission will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).

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.

• Provide expert support for our healthcare business applications, ensuring optimal functionality and user satisfaction.
• Troubleshoot and resolve complex issues related to business application use, configuration, and customization.
• Conduct training sessions for users, empowering them to effectively utilize our applications.
• Collaborate with healthcare professionals to understand their needs and help improve application instrumentation.
• Coordinate with the development team to communicate user feedback and contribute to the enhancement of application features.
• Develop and maintain detailed documentation for supported applications, including user guides and FAQ sections.

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 Required Experience with help desk / service desk services. Required Experience with help desk software ( ticketing systems, knowledge bases). Required (at least ) Ability to troubleshoot technical issues in a complex system environment. ( password resets, network connectivity, etc.) Required (at least ) High-level knowledge of information technology systems and best practices. Required (at least ) Experience with Microsoft O applications (Word, Excel, PowerPoint, Teams, Visio) Required (at least ) Experience working with SharePoint Lists. Required (at least ) Strong customer service orientation, with patience and empathy for frustrated or confused users. Required (at least ) Experience with call handling. Preferred Experience with Remedy / BMC Helix.

III. TERMS OF SERVICE

Services are expected to start / / and are expected to complete by / / . Total estimated hours per Candidate shall not exceed hours. This service may be amended, renewed, and / or extended providing both parties agree to do so in writing.

IV. WORK HOURS AND LOCATION

Services shall be provided during normal business hours unless otherwise coordinated through the Texas Health and Human Services Commission . Normal business hours are Monday through Friday from : AM to : PM , excluding State holidays when the agency is closed.

The primary work location(s) will be at W Guadalupe Austin, TX . The working position is Telework . Any and all travel, per diem, parking, and / or living expenses shall be at the Candidate's and / or Vendor's expense. Texas Health and Human Services Commission will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.

The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over hours will be at the hourly rate quoted and must be coordinated and pre-approved through Texas Health and Human Services Commission .

V. OTHER SPECIAL REQUIREMENTS

Services are expected to start on or around December , and are expected to completed by February , . Total estimated hours per Candidate shall not exceed hours for FY.

Initial Purchase Order Term :

Any Purchase Order resulting from this Request for Resumes is effective on the date of issuance and expires on the last day of the State fiscal year in which the Purchase Order was issued, unless sooner stated in the Purchase Order or unless sooner terminated, renewed, or extended as provided in the Purchase Order.

Renewal Option(s) :

HHSC, at its sole discretion, may renew the Purchase Order for up to three, one-year optional renewals. Such renewal(s), if exercised, shall be subject to all the requirements and terms and conditions of the Purchase Order.

WORK HOURS AND LOCATION (Required)

A) Services shall be provided during normal business hours unless otherwise coordinated through the Agency. Normal business hours are Monday through Friday from : through : , excluding Texas state holidays when the agency is closed.

B) The primary work location will be W. Guadalupe, Austin, Texas .

Position will be remote. Program will allow candidates who are within the state (Any location within the State of Texas).

C) Any and all travel, per diem, parking, and / or living expenses shall be at the worker's and / or Vendor's expense.

D) The worker may be required to work remotely at HHSC discretion, up to percent of the time.

E) The worker may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over hours will be at the hourly rate quoted and must be coordinated and pre-approved through the Agency.

OTHER SPECIAL REQUIREMENTS

Interviews will be conducted : (check all that apply)

By Phone

In person

Through Microsoft Teams

IMPORTANT INFORMATION

A vendor's submission of a candidate may be disqualified if :

The vendor fails to add the candidate to competitive solicitation, or RFR, in the DIR ITSAC Portal. Another vendor submits the same candidate for the same competitive solicitation, also known as a request of resume (RFR). The vendor submits more than one candidate for the same competitive solicitation, or RFR. The vendor submits a candidate after the response period for a competitive solicitation, or RFR. The vendor fails to format the email subject line properly, when submitting a candidate for a competitive solicitation, or RFR :

The vendor fails to follow any other instructions noted in the competitive solicitation, or RFR.

Initial Purchase Order Term :

Any Purchase Order resulting from this Request for Resumes is effective on the date of issuance and expires on the last day of the State fiscal year in which the Purchase Order was issued, unless sooner stated in the Purchase Order or unless sooner terminated, renewed, or extended as provided in the Purchase Order.

Renewal Option(s) :

HHSC, at its sole discretion, may renew the Purchase Order for up to three, one-year optional renewals. Such renewal(s), if exercised, shall be subject to all the requirements and terms and conditions of the Purchase Order.