System Support Analyst

About the role

Supports all offices on the implementation and use of multiple systems. In addition to responding to incoming tickets, the System Support Analyst I analyzes ticket trends and recommends solutions to prevent questions and issues.

Responsibilities

• Supports multiple stakeholders on a range of systems (including but not limited to Vision, eRecruit, MaximCare mobile, Telephony systems, Maxim Web clock)
• Troubleshoots and resolves tickets submitted in a timely manner
• Works with other team members to escalate issues that couldn’t be resolved
• Reports on ticket trends weekly
• Re-educates system users as appropriate
• Informs key stakeholders of potential issues related to errors and trends
• Contributes to projects that will prevent questions, problems, and tickets
• Provides great customer service to business partners
• Performs other duties as assigned or necessary

Requirements

• Bachelor’s Degree or equivalent experience required
• Experience in the IT/Healthcare industry, staffing, recruiting, or field support
• Ability to analyze system and process-related issues and offer solutions
• Strong customer service and communication skills
• Ability to work effectively as part of a team while maintaining strong attention to detail
• Basic computer proficiency, including Windows XP Professional, Microsoft Office suite, internet usage, and learning program design systems and software
• Ability to effectively elicit and provide information to appropriate individuals via strong communication skills; proficiency in the English language may be required