Product Support Analyst
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Job Description
I. DESCRIPTION OF SERVICES
Company requires the services of 2 Product Support Analyst 2, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 2, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Company Commission.
All work products resulting from the project shall be considered "works made for hire" and are the property of the Company and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Company will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).
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.
II. CANDIDATE SKILLS AND QUALIFICATIONS
***Lumen and / or its clients will not provide equipment (Laptop, monitor, etc.) to the selected contractor. The contractor must have their own equipment. Access to a virtual desktop set up (software) will be provided by Lumen s client, allowing the user access to the required systems and technology.***
I. DESCRIPTION OF SERVICES
Company requires the services of 2 Product Support Analyst 2, hereafter referred to as Candidate(s), who meets the general qualifications of Product Support Analyst 2, Technical Services, Help Desk and Operations and the specifications outlined in this document for the Company Commission.
All work products resulting from the project shall be considered "works made for hire" and are the property of the Company and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law. Company will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).
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.
II. 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 |
| 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. |
***Lumen and / or its clients will not provide equipment (Laptop, monitor, etc.) to the selected contractor. The contractor must have their own equipment. Access to a virtual desktop set up (software) will be provided by Lumen s client, allowing the user access to the required systems and technology.***
Lumen Solutions Group Inc. is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.
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.
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