Title: Product Support Analyst

Location: Austin, TX

Duration: Long Term

You can ApplyHere or click on the link to the Arytic AI Hiring Platform

https://candidate.arytic.com/Ijobdetail/1004358

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.

Required Skills:

• 8 years of experience in Leadership of a help desk / service desk
• 8 years of experience in developing process / training documentation
• 8 years of experience in researching and resolving escalated problems, including the most complex and/or critical customer issues.

Preferred Skills:

• 2 years of experience in gathering and analyzing performance metrics
• 2 years of experience in Ability to guide knowledge transfer as staff roll off and on the service desk

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