Product Support Analyst (IT Support)

Overview

On Site
$50 - $60
Contract - Independent
Contract - W2
Contract - 12 Month(s)

Skills

Health and Human Services
IT Support
hardware
help desk
research
researching
service level agreements
staff
team lead
training documentation

Job Details

PROLIM Global Corporation ( is currently seeking Product Support Analyst 3 for one of our clients in Austin, TX.

Job Title: Product Support Analyst (IT Support)

Location: Remote - within the State of Texas

Solicitation Reference Number: 529401051

Customer/Dept: Texas Health and Human Services Commission

Position Overview:

  1. DESCRIPTION OF SERVICES

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.

  1. 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

8

Required

(at least 3 years) Leadership of a help desk / service desk

8

Required

(at least 2 years) Experience developing process / training documentation

8

Required

(at least 2 years) Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.

2

Preferred

Experience gathering and analyzing performance metrics

2

Preferred

Ability to guide knowledge transfer as staff roll off and on the service desk

Apply online for immediate consideration, please send your updated resume, and contact info via email to

About PROLIM Corporation

PROLIM is a leading provider of end-to-end IT, PLM and Engineering Services and Solutions for Global 1000 companies. They understand business as much as technology, and help their customers improve their profitability and efficiency by providing high value technology consulting, staffing, and project management outsourcing services.

Their IT and PLM consulting offerings include Advisory, PLM Software/Services, Program Management, Solution Architecture Training/Staffing, Cloud Solutions, Servers/Networking, Infrastructure, ERP Practices and QA Services. Engineering services include Data Translation, CAD/CAM/CAE, Process & Product Engineering, Prototyping, and Testing/Validation within a wide range of markets and industries.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.