Offer summary

Qualifications:

4+ years of experience in help desk or service desk services., Strong troubleshooting skills in complex system environments., High-level knowledge of IT systems and best practices., Experience with Microsoft O365 applications and SharePoint Lists..

Key responsabilities:

Evaluate and report on failures, bugs, and systemic problems.

Provide expert support for healthcare business applications and troubleshoot complex issues.

Conduct training sessions for users to enhance application utilization.

Collaborate with development teams to communicate user feedback and improve application features.

Job description

Job Location: Available to work Remote, Austin, TX. ( local only )

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

Requirements

Skills Set:

Skill	Required /Desired	Experience
Experience with help desk / service desk services.	Required	4 years
Experience with help desk software (e.g. ticketing systems, knowledge bases).	Required	4 years
(at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)	Required	4 years
(at least 2) High-level knowledge of information technology systems and best practices.	Required	4 years
(at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)	Required	4 years
(at least 2) Experience working with SharePoint Lists.	Required	4 years
(at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.	Required	4 years
(at least 2) Experience with call handling.	Required	4 years
Experience with Remedy / BMC Helix.	Preferred	2 years