Product Support Analyst

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Job description

Hello,

Hope you are doing well.

My name is Ajay, and I am a Recruiter - IT Govt Clients at LanceSoft Inc.,() we are a Staffing and Recruitment Company.

Would you have some quick time for us to connect regarding a new Contract role ?

Currently I am staffing for a "Product Support Analyst in Austin, TX; Remote" position with one of our IT / Government clients; Please review the below job description and let me know if you are interested or someone you know might be interested.

If interested, you can reach me at (phone number removed) or ; Kindly share a copy of your updated resume and a best time to talk to you so that we can discuss regarding this as well as other

potential opportunities.

Client: State of TX

Department: Texas Health and Human Services Commission

Job ID: (phone number removed)

Title: Product Support Analyst 2

Duration: 12/02/2024 - 02/28/2025

Location: 4601 W Guadalupe Austin, TX 78751

Shift timings: Monday-Friday (8am-5pm) CST

Position: Remote

Summary:

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

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.

Employee Benefits:

At LanceSoft, full time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:

Four options of medical Insurance

Dental and Vision Insurance

401k Contributions

Critical Illness Insurance

Voluntary Permanent Life Insurance

Accident Insurance

Other Employee Perks

LanceSoft is a certified Minority Business Enterprise (MBE) and an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.

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