Analyst III, Technical Support

Job Summary

Essential Duties And Responsibilities

Qualifications

Physical Requirements

Benefits

• Processes complex help desk tickets passed on from ITSC.

  • Provides complex functional support of applications.
  • Isolates issues and distributes ticket to the appropriate team for resolution.

• Isolates difficult or ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.

  • Provides data mining.
  • Writes specifications for development fixes and configuration of hardware and software.
  • Creates DB scripts to correct invalid data within the database.

• Led in resolving tickets passed on to any Tier 3 support group, working with external vendors as needed.

  • Creates and updates Support and User Guides.
  • Delivers advanced post-development support (including client installations).
  • Provides management ticket reports, Pareto Report, and various others.
  • Contributes in creation and modification of complicated system or application monitors.
  • Leads Technical Support business initiatives in accordance with Senior Leadership.

Required Qualifications:

• Bachelor's Degree (accredited) in Computer Science, MIS or similar area of study, or in lieu of degree.
• High School Diploma or GED (accredited) and 4 years of relevant work experience.
• 5 years of relevant work experience (in addition to education requirement).

Preferred Qualifications:

• Preferred Qualifications

Physical Requirements:

• Repetitive Motions
• Eye/Hand/Foot Coordination
• Sitting
• Talking
• Hearing

Work Environment:

• Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

Benefits:

• Medical
• Dental
• Vision
• Life Insurance
• Short-Term Disability
• Stock Purchase Plan
• Company Matching on 401(k)
• Paid Vacation
• Holidays
• Personal Days