Hi,
I am reaching out to you on an exciting Direct client opportunity with one of our clients. Can you please go through the requirements and let me know if you would be interested for this position.
Job Title: : Help Desk Product Support Analyst 3
Location: Ausitn- TX
Local TX candidates ONLY
Job Description:
Technical Services, Help Desk and Operations
- 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:.
- Min 8+ years of experience in Leadership of a help desk / service desk
- Min 8+ years of experience developing process / training documentation
Min 8+ years of Experience researching and resolving escalated problems, including the most complex and/or critical customer issues
- Experience gathering and analyzing performance metrics
- Ability to guide knowledge transfer as staff roll off and on the service desk
Job Type: Contract
Pay: $50.00 - $60.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Help desk: 9 years (Preferred)
- Windows: 10 years (Preferred)
Ability to Commute:
- Austin, TX 78759 (Required)
Ability to Relocate:
- Austin, TX 78759: Relocate before starting work (Required)
Work Location: In person