Helpdesk Analyst – 100% Remote In Texas

Under the supervision of the IT Applications Director, works to deliver technical application analysis, support, problem resolution, testing and training. Work involves participating in multiple development and maintenance, testing and training projects in a team environment. Support includes analyzing and troubleshooting software problems, testing, maintenance, documentation, and training. Writes and executes test plans and test case scenarios, and reports product deficiencies. Follows HHSC Supply Process, Requirements Elicitation Process, Governance Process and SDLC Process, to include development of required documentation and signoff by customers and management as appropriate. Work is performed under the general direction of manager and team lead with considerable latitude for exercise of independent judgment. This position is classified as a fulltime position (40 hours a week). Work outside of regular hours may be required. Travel to other work location may be required. Performs other duties as assigned.
Essential Job Functions
Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
Provides analysis and support for program applications. Analyzes and diagnoses problems (software and hardware) reported by users. This involves thoroughly understanding the details of the users’ requests. It requires utilizing detailed technical knowledge to troubleshoot user issues and to seek appropriate assistance from Tier 3 support when necessary. This is achieved by utilizing troubleshooting checklists; by obtaining specialized, ad-hoc guidance from developers and DBAs; by performing research through the use of certain databases and directories; by utilizing systems to investigate ways in which similar user requests were addressed in the past.
Maintains the selected ticket tracking software to meet tracking, trend analysis and reporting requirements. This is achieved by updating web-based Help Desk tickets throughout the ticket lifecycle from initiation through closure.
Perform integration or regression testing for enhancements to current systems or for new systems. Integration testing includes verifying functionality and performance of a change, as compared to the requirements. Regression testing includes verifying that the enhancement made to the system does not introduce new software bugs in the existing system.
Reporting requirements are realized through a report which categorizes the various types of Help Desk requests for the various systems, including monthly analysis reports.
Creates application documentation per the supply process and SDLC. This may include workflow documentation to support current processes or test scripts to test the functionality or performance of a change to an existing system. Documentation is also created and updated in regard to handling, managing, and resolving Help Desk inquiries from users. An example would be codification of processes related to adding, upgrading, deleting, or deactivating a user from each of the systems supported by the Help Desk. Possesses detailed knowledge, training, and tool access for each of the applications that are being maintained in order to effectively manage the various requests that are received.
Knowledge Skills Abilities
Knowledge of Application support methods and tools including remote access support.
Knowledge of help desk or call center techniques.
Knowledge of supporting personal computer hardware and peripherals.
Knowledge of providing application support.
Knowledge of software testing processes.
Knowledge of Service Level Agreements.
Skilled in providing application support for customers via a Help Desk.
Skilled at excellent customer service.
Skilled at analyzing hardware, software and data problems.
Skilled at using a problem management call tracking system.
Skilled at documenting application and software problems.
Ability to provide technical telephone, remote software and hardware support.
Ability to communicate effectively with co-workers, customers and manager.
Ability to work on a team.
Ability to handle multiple projects.
Ability to communicate effectively verbally and in writing.
Registration Or Licensure Requirements
Initial Selection Criteria:
Two (2) years of relevant work providing application support for customers in a Help Desk environment. 1-2 years of experience in Software Quality Assurance testing is a plus. Education in computer science or a related field is generally preferred.
Additional Information
This position can telework 100% from any location in Texas consistent with HHS telework policies. Applicants from outside Texas must be willing to relocate within 60 days of hire
MOS Code
Note: Military occupation(s) that relate to the initial selection criteria and registration or licensure requirements for this position may include, but not limited to: 25B, IT, 275, 0171, 3D0X2. All active-duty military, reservists, guardsmen, and veterans are encouraged to apply if qualified to fill this position. For more information see the Texas State Auditor’s Military Crosswalk at http://www.hr.sao.state.tx.us/Compensation/JobDescriptions.aspx.
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