We are looking for a Full-time contractor or employee for a Help Desk Specialist role.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: 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 HHSCs 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.Skills(Required): Experience with help desk / service desk services. Experience with help desk software (e.g. ticketing systems, knowledge bases Ability to troubleshoot technical issues in a complex system environment. (e.g. password resets, network connectivity, etc High-level knowledge of information technology systems and best practices. Experience with Microsoft O365 applications (Word, Excel, PowerPoint, Teams, Visio) Experience working with SharePoint Lists. Strong customer service orientation, with patience and empathy for frustrated or confused users. Experience with call handling. Skills(Preferred): Experience with Remedy / BMC Helix.