Product Support Analyst 3

DetailsSolicitation Reference Number529401051Customer NameTexas Health and Human Services CommissionCategoryTechnical Services, Help Desk and OperationsCustomer Entity NameHealth and Human Services CommissionTitleProduct Support AnalystLevelProduct Support Analyst 3Estimated Hours350SSR StatusPostedNumber of Positions1# of Resumes Allowed1Full/Part TimeFull TimeSSR Cancellation DateSuggested TitleSuggested NTESSR TypeResumeRFO445IT STAFFING SERVICES SOLICITATION UNDERDEPARTMENT OF INFORMATION RESOURCESIT STAFF AUGMENTATION CONTRACT (ITSAC)RFO DIR-CPO-TMP-445 Solicitation Reference Number: 529401051 Working Title: Product Support Analyst 3 Title/Level: Product Support Analyst 3 Category: Technical Services, Help Desk and Operations Full Time I. DESCRIPTION OF SERVICESTexas 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).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.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 (at least 3 years) Leadership of a help desk / service desk 8 Required (at least 2 years) Experience developing process / training documentation 8 Required (at least 2 years) 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 Ability to guide knowledge transfer as staff roll off and on the service desk III. TERMS OF SERVICEServices are expected to start 07/15/2024 and are expected to complete by 08/31/2024. Total estimated hours per Candidate shall not exceed 350 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.IV. WORK HOURS AND LOCATIONServices 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, Texas 78751. The working position is Telework. 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 REQUIREMENTSTERM OF SERVICE (Required)Services are expected to start on or around July 15, 2024 and are expected to completed by August 31, 2024. Total estimated hours per Candidate shall not exceed 350 hours for FY24. 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 4601 W. Guadalupe, Austin, Texas 78751.Position will be remote. Program will allow candidates who are within the state (Any location within the State of Texas). 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 may be required to work remotely at HHSC discretion, up to 100 percent of the time.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.OTHER SPECIAL REQUIREMENTSInterviews will be conducted: (check all that apply) By Phone In person Through Microsoft TeamsIMPORTANT INFORMATIONA vendor's submission of a candidate may be disqualified if : The vendor fails to add the candidate to competitive solicitation, or RFR, in the DIR ITSAC Portal. Another vendor submits the same candidate for the same competitive solicitation, also known as a request of resume (RFR). The vendor submits more than one candidate for the same competitive solicitation, or RFR. The vendor submits a candidate after the response period for a competitive solicitation, or RFR. The vendor fails to format the email subject line properly, when submitting a candidate for a competitive solicitation, or RFR: Proper Formatting: Solicitation Number, Vendor Name, Candidate First and Last Name, Position Type and Level Example: 529123456, Sanders Technologies, Jane Doe, Project Lead 3 The vendor fails to follow any other instructions noted in the competitive solicitation, or RFR.