Helpdesk Support (Product Support Analyst)

Gejits Infotech Inc needs a Helpdesk Support (Product Support Analyst) to join our direct state client at Austin, Texas.

This job is remotefrom Texas.

SKILLS AND QUALIFICATIONS:

7+ Years Experience with help desk / service desk services.

7+ Years Experience with help desk software (e.g. ticketing systems, knowledge bases).

7+ Years (at least 3) Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc.)

7+ Years (at least 2) High-level knowledge of information technology systems and best practices.

7+ Years (at least 2) Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio)

4+ Years (at least 2) Experience working with SharePoint Lists.

7+ Years (at least 2) Strong customer service orientation, with patience and empathy for frustrated or confused users.

7+ Years (at least 2) Experience with call handling.

7+ Years Experience with Remedy / BMC Helix.

Responsibilities

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.

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.

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.

Job Types: Full-time, Contract

Pay: $50.00 - $59.00 per hour

Experience level:

• 7 years

Schedule:

• 8 hour shift

Experience:

• Help desk support: 7 years (Required)

Ability to Relocate:

• Austin, TX: Relocate before starting work (Required)

Work Location: In person