Abacus
Product Support Analyst 3
Abacus, Austin, Texas, us, 78716
Solicitation Reference Number529400971
Customer NameTexas Health and Human Services Commission
CategoryTechnical Services, Help Desk and Operations
Customer Entity NameHealth and Human Services Commission
TitleProduct Support Analyst
LevelProduct Support Analyst 3
Estimated Hours700
Number of Positions1
# of Resumes Allowed1
Full/Part TimeFull Time
IT STAFFING SERVICES SOLICITATION UNDERDEPARTMENT OF INFORMATION RESOURCESIT STAFF AUGMENTATION CONTRACT (ITSAC)RFO DIR-CPO-TMP-445Solicitation Reference Number: 529400971 Working Title: Product Support Analyst 3 Title/Level: Product Support Analyst 3 Category: Technical Services, Help Desk and Operations Full Time
I. DESCRIPTION OF SERVICES
Texas Health and Human Services Commission
requires the services of
1 Product Support Analyst 3 , hereafter referred to as Candidate(s), who meets the general qualifications of
Product Support Analyst 3, Technical Services, Help Desk and Operations
and the specifications outlined in this document for the
Texas Health and Human Services Commission .
All work products resulting from the project shall be considered "works made for hire " and are the property of the
Texas Health and Human Services Commission
and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law.
Texas Health and Human Services Commission
will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).
Level Description
8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected.
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.
dditional job details and special considerations
Acts as the technical team lead for the HHSC IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems. Monitors performance of vendor-provided staff and/or vendor-managed services; collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.
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 8 Required Leadership of a help desk / service desk 2 Required Experience developing process / training documentation 2 Required Experience researching and resolving escalated problems, including the most complex and/or critical customer issues. 2 Preferred Experience gathering and analyzing performance metrics 2 Preferred bility to guide knowledge transfer as staff roll off and on the service deskIII. TERMS OF SERVICE
Services are expected to start
05/06/2024
and are expected to complete by
08/31/2024 . Total estimated hours per Candidate shall not exceed
700
hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.IV. WORK HOURS AND LOCATION
Services shall be provided during normal business hours unless otherwise coordinated through the
Texas Health and Human Services Commission . Normal business hours are Monday through Friday from
8:00 AM to 5:00 PM , excluding State holidays when the agency is closed.
The primary work location(s) will be at
4601 W. Guadalupe, Austin, TX 78751 . Any and all travel, per diem, parking, and/or living expenses shall be at the Candidate's and/or Vendor's expense.
Texas Health and Human Services Commission
will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.
The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through
Texas Health and Human Services Commission .V. OTHER SPECIAL REQUIREMENTS
Services are expected to start
05/06/2024
and are expected to complete by
08/31/2024 . Total estimated hours per Candidate shall not exceed
700
hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.
WORK HOURS AND LOCATION (Required)
A) Services shall be provided during normal business hours unless otherwise coordinated through the Agency. Normal business hours are Monday through Friday from 8:00 a.m. through 5:00 p.m., excluding Texas state holidays when the agency is closed.
B) The primary work location will be at
4601 W. Guadalupe, Austin, TX 78751 .
C) Any and all travel, per diem, parking, and/or living expenses shall be at the worker's and/or Vendor's expense.
D) The worker will work remotely.
E) The worker may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through the Agency.
I.
OTHER SPECIAL REQUIREMENTS
o Candidates must be within the State of Texas.
Out of State candidates will not be considered.
o Interviews will be conducted: (check all that apply)
oThrough Microsoft Teams
Customer NameTexas Health and Human Services Commission
CategoryTechnical Services, Help Desk and Operations
Customer Entity NameHealth and Human Services Commission
TitleProduct Support Analyst
LevelProduct Support Analyst 3
Estimated Hours700
Number of Positions1
# of Resumes Allowed1
Full/Part TimeFull Time
IT STAFFING SERVICES SOLICITATION UNDERDEPARTMENT OF INFORMATION RESOURCESIT STAFF AUGMENTATION CONTRACT (ITSAC)RFO DIR-CPO-TMP-445Solicitation Reference Number: 529400971 Working Title: Product Support Analyst 3 Title/Level: Product Support Analyst 3 Category: Technical Services, Help Desk and Operations Full Time
I. DESCRIPTION OF SERVICES
Texas Health and Human Services Commission
requires the services of
1 Product Support Analyst 3 , hereafter referred to as Candidate(s), who meets the general qualifications of
Product Support Analyst 3, Technical Services, Help Desk and Operations
and the specifications outlined in this document for the
Texas Health and Human Services Commission .
All work products resulting from the project shall be considered "works made for hire " and are the property of the
Texas Health and Human Services Commission
and may include pre-selection requirements that potential Vendors (and their Candidates) submit to and satisfy criminal background checks as authorized by Texas law.
Texas Health and Human Services Commission
will pay no fees for interviews or discussions, which occur during the process of selecting a Candidate(s).
Level Description
8 or more years of experience, relies on experience and judgment to plan and accomplish goals, independently performs a variety of complicated tasks, a wide degree of creativity and latitude is expected.
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.
dditional job details and special considerations
Acts as the technical team lead for the HHSC IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems. Monitors performance of vendor-provided staff and/or vendor-managed services; collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.
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 8 Required Leadership of a help desk / service desk 2 Required Experience developing process / training documentation 2 Required Experience researching and resolving escalated problems, including the most complex and/or critical customer issues. 2 Preferred Experience gathering and analyzing performance metrics 2 Preferred bility to guide knowledge transfer as staff roll off and on the service deskIII. TERMS OF SERVICE
Services are expected to start
05/06/2024
and are expected to complete by
08/31/2024 . Total estimated hours per Candidate shall not exceed
700
hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.IV. WORK HOURS AND LOCATION
Services shall be provided during normal business hours unless otherwise coordinated through the
Texas Health and Human Services Commission . Normal business hours are Monday through Friday from
8:00 AM to 5:00 PM , excluding State holidays when the agency is closed.
The primary work location(s) will be at
4601 W. Guadalupe, Austin, TX 78751 . Any and all travel, per diem, parking, and/or living expenses shall be at the Candidate's and/or Vendor's expense.
Texas Health and Human Services Commission
will provide pre-approved, written authorization for travel for any services to be performed away from the primary work location(s). Pre-approved travel expenses are limited to the rates and comply with the rules prescribed by the State of Texas for travel by its classified employees, including any requirement for original receipts.
The Candidate(s) may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through
Texas Health and Human Services Commission .V. OTHER SPECIAL REQUIREMENTS
Services are expected to start
05/06/2024
and are expected to complete by
08/31/2024 . Total estimated hours per Candidate shall not exceed
700
hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.
WORK HOURS AND LOCATION (Required)
A) Services shall be provided during normal business hours unless otherwise coordinated through the Agency. Normal business hours are Monday through Friday from 8:00 a.m. through 5:00 p.m., excluding Texas state holidays when the agency is closed.
B) The primary work location will be at
4601 W. Guadalupe, Austin, TX 78751 .
C) Any and all travel, per diem, parking, and/or living expenses shall be at the worker's and/or Vendor's expense.
D) The worker will work remotely.
E) The worker may be required to work outside the normal business hours on weekends, evenings and holidays, as requested. Payment for work over 40 hours will be at the hourly rate quoted and must be coordinated and pre-approved through the Agency.
I.
OTHER SPECIAL REQUIREMENTS
o Candidates must be within the State of Texas.
Out of State candidates will not be considered.
o Interviews will be conducted: (check all that apply)
oThrough Microsoft Teams