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Technical Assistance Support Analyst

Job ID : 15363

Job Title : Technical Assistance Support Analyst

Location : Columbia, MD

Company Name : Data Computer Corp America

Industry : Information Technology

Salary : $48,130 - $75,310  per year

Job Type : Fulltime

Posted on: 2020-09-02

Required Skills : JIRA Service Desk, ServiceNow,

Benefits : No benefits are available

Required Day-to-Day Tasks:

  • Provide Tier 2 user technical assistance and MACFin product support
  • Provide user training to state and federal end-users
  • Perform Tier 1 duties as needed when surge support is required performing account unlocks, password resets, and ticket management.
  • Escalation of issues to appropriate teams when needed.
  • Opens, tracks and closes trouble tickets; ensures problem ownership, and promotes end-user satisfaction.
  • Supervise Associate Help Desk staff while collaborating and mentoring staff
  • This position performs analysis to determine user call scenarios and scenario resolution. Documents and refines scripts to be used by the Tier 1 support staff.
  • Maintains service level metrics
  • Assists in other IT areas to provide analysis, administration, or documentation.

Required Skills:

Proven experience:

  • 3+ years of experience providing technical support for web-based applications
  • Hands-on working knowledge of JIRA Service Desk, ServiceNow, Internet Browsers
  • Excellent communication, phone, and customer service skills

Desired Skills :

Proven experience with:

  • ITIL
  • Visio, Lucidcharts

Required Education / Certifications :

  • Computer Science degree or Bachelor's Degree in a related major

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