Product Support Analyst

Job TitleLevel Description 4-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent judgment.• Take calls (incidents and requests for information) from external users (mostly medical providers) of the Texas Unified Licensure Information Portal (TULIP) system and document in HHSC's BMC Helix system.• Resolve incidents according to documented processes and procedures if possible. Otherwise, route to appropriate program and/or IT support organizations. Document actions taken.• Propose updates to process and procedures documentation to ensure future calls can be handled more efficiently.• Monitor open tickets and escalate as necessary to ensure resolution within agreed-upon service levels.Candidate Skills and QualificationsMinimum 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.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.