Seeking a Junior to Mid-level analyst to perform first level diagnosis and troubleshooting support to customers of financial based applications. Working under minimal supervision, the help desk analyst will receive tickets and inquiries, provide support in accordance with established processes and document incidents and remedies. They will also escalate complex issues to the technical team.
A successful candidate will have an aptitude for working with software applications, be knowledgeable of MS Windows to be capable to add and administer users, and have the capability of executing simple queries in a relational database like MS SQL Server. A successful candidate will also have the aptitude to provide assistance to the technical teams with tasks of the applications/systems to undertake analysis, diagnosis and resolution of system problems, which may range from straightforward to more complicated technical issues.
Act as a primary point of contact for user community, application, and system issues and inquiries
Application Functionality or Training assistance
Receiving, logging and managing tickets
Forward unresolved issues to the technical support team
Follow up the status of problems on behalf of the user and communicate progress in a timely manner
maintain a high degree of customer service for all support queries and adhere to all service management principles
Generate/maintain training materials and implement training online CBT program
· Minimum 2 year help desk/customer service experience in a technical environment.
· Bachelor’s Degree required (preferably in a technical discipline).
· Strong written and oral communication skills.
· Experience working with a technical software development team
· SQL Server database experience writing simple queries.
DOD 8570 IAT Level II compliance strongly preferred ( Security+ CE, GSEC, SSCP, or CCNA-Security)
Experience with financial based systems.
Experience with adhoc reporting, Pivot tables and Microsoft Excel a plus.
Candidates must have active TS/SCI clearance