Fwd: BMC Helix System Support Analyst in Texas
Vinay 2
Position: BMC Helix System Product Support Analyst
Location: REMOTE, Required to be within the state of Texas
Duration: 9+ Months
Need 2-3 professional references
Candidates must be within the State of Texas. Out of State candidates will not be considered.
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.
Level 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.
II. CANDIDATE SKILLS AND QUALIFICATIONS
Minimum Requirements: | ||
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. |
Regards,
Vinay Kumar Tripathi
Technical Recruiter
Teknotrain Inc.
Ashburn, VA