Job ID: TX-529501208 (97091105)
Remote/Local Desktop Support Engineer with help/service desk, ticketing, O365, Visio, SharePoint, Remedy/BMC Helix experience
Location: Austin, TX(HHSC)
Duration: 10 months
Position will be remote. Program will allow candidates who are within the state (Any location within the State of Texas).
Skills:
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.
Job Description:
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.