Help Desk Analyst - Cyborgwave
Austin, TX
About the Job
Job ID: 529501208
Title: Help Desk Analyst
Client: State of Texas - HHSC
Location: Austin, TX (Remote – Local to TX)
&
Job Description
Texas Health and Human Services Commission requires the services of 2 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.
Description
•
& & & & & & & & & & & & & & & & & & &
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.
&
Skills
Required/
Preferred
Required Experience
Candidate Experience
Last Used
Experience with help desk / service desk services.
Required
4
&
&
Experience with help desk software (e.g. ticketing systems, knowledge bases).
Required
4
&
&
(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)
Required
4
&
&
(at least 2) High-level knowledge of information technology systems and best practices.
Required
4
&
&
(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)
Required
4
&
&
(at least 2) Experience working with&
SharePoint Lists
.
Required
4
&
&
(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.
Required
4
&
&
(at least 2) Experience with&
call handling
.
Required
4
&
&
Experience with&
Remedy / BMC Helix
.
Preferred
2
&
&
&
Source : Cyborgwave
