Product Support Analyst 2 - Abacus Service Corporation
Austin, TX 78751
About the Job
529400808R
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
Level
Product Support Analyst 2
Estimated Hours
1,050
SSR Status
Posted
Candidates Submitted
Full/Part Time
Full Time
IT STAFFING SERVICES SOLICITATION UNDER
DEPARTMENT OF INFORMATION RESOURCES
IT STAFF AUGMENTATION CONTRACT (ITSAC)
RFO DIR-CPO-TMP-445
| Solicitation Reference Number: 529400808R | Working Title: Product Support Analyst 2 | Title/Level: Product Support Analyst 2 |
| Category: Technical Services, Help Desk and Operations | Full Time |
I. DESCRIPTION OF SERVICES
Texas Health and Human Services Commission requires the services of 6 Product Support Analyst 2, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 2, 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.
Level Description
4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.
" 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 |
| 4 | Required | Experience with help desk / service desk services. |
| 4 | Required | Experience with help desk software (e.g. ticketing systems, knowledge bases). |
| 4 | Required | (at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.) |
| 4 | Required | (at least 2) High-level knowledge of information technology systems and best practices. |
| 4 | Required | (at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio) |
| 4 | Required | (at least 2) Experience working with SharePoint Lists. |
| 4 | Required | (at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users. |
| 4 | Required | (at least 2) Experience with call handling. |
| 2 | Preferred | Experience with Remedy / BMC Helix. |
III. TERMS OF SERVICE
Services are expected to start 02/05/2024 and are expected to complete by 07/12/2024. Total estimated hours per Candidate shall not exceed 1050 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 8:00 AM to 5:00 PM, excluding State holidays when the agency is closed.
The primary work location(s) will be at 4601 W. Guadalupe Austin, TX 78751. 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 40 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
Remote work Mon - Fri
Location: Required to be within the state of Texas
Interviews will be conducted by phone and through Microsoft Teams