Desktop Support Analyst
*This is an on-site position.
Description:
Our client is seeking someone to provide technical support to their internal users.
Responsibilities:
- Manage the day-to-day operation of the departmental specific software application or system.
- Identifies system requirements and solve moderately complex business problems.
- Assists users and trains staff on the use of applications or systems.
- Performs work with general supervision.
- Possesses an understanding of user needs capacity and limitations of equipment operating time and desired results in order to provide solutions.
- Maintains strong interpersonal and communication skills.
- Provide first and second line application support resolving technical queries and communicating
solutions directly to customers for the departmental specific application or system. - Responsible for monitoring and responding to open tickets submitted through an incident
management system - Troubleshoot and escalate alerts that cannot be resolved to appropriate section
- Prioritize and handle service requests and incidents.
- Progress issues and provide relevant information for troubleshooting or for clarification
- Identify opportunities for process improvement and contribute to departmental initiatives for the departmental software application or system.
- Responsible for improving and documenting the technical processes around software or
application support - Work collaboratively with Account Managers on change requests managing issues and
establishing priorities - Ensure the performance of daily health checks of the applications scripts and infrastructure by support team
- Work with the software or application developer to ensure the system is operating efficiently
install updates and troubleshoot. - Establish accounts and passwords and assist with issues regarding user accounts.
- Onboard and setup new Meck Administrators on the Learning Management System (LMS).
- Responsible for administrator functions for the enterprise LMS which includes assigning/launching e-learning courses set-up and maintaining ILT classes creating reports troubleshooting and responding to Learning Management System LMS issues.
- Create ILT Events/Sessions for identified training classes.
- Act as a support and resource for departmental Learning Management System LMS
Administrators. - Contact/support for departments with Extended Enterprise Learning Management System LMS users.
Skills:
- Define, track, and assure responsiveness to clients’ information technology problems, Required 3 Years
- Prepare status reports, Required 3 Years
- Effectively coordinate, perform and complete multiple duties and assignments concurrently and in a timely manner, Required 3 Years
- Categorize time spent, requests for service and assets according to provided definitions, Required 3 Years
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