Sr. Help Desk Analyst

Company: Kforce Technology ( Learn More )

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General Information
US-WI-Milwaukee
N/A
Not Specified
Contractor
Not Specified
Not Specified
False
False
Job Description Responsibilities: This position has frequent contact with customers (internal and external) and provides day to day support for localized users of Business Enterprise Systems. Under general direction, the Support Analyst will utilize knowledge and skills to correspond with the requirements of the position. Execute first and second level technical troubleshooting and intermediate analytical tasks in support of hardware, software, and Business Applications. Our diverse environment requires an individual dedicated to team principles while demonstrating self-initiative.Primary Duties:
  • Handle all tickets logged in the appropriate support queues as well as tickets in the support mailbox
  • Provide first and second-tier technical support; incident / problem management to end users on moderately complex issues regarding computer operations, application support with outstanding customer service, administration, installations, set-ups, error messages, system status, etc.
  • Be responsible for the development, writing, and implementation of standards software support as well as maintain appropriate documentation, traceability, and formal reporting
  • Develop and prepare charts, graphs, and reports for future information referral
  • Maintain accurate and consistent records of all calls and the resolutions provided in each instance as well as utilize information gathered by incident and problem type to proactively improve our overall service
  • Provide quality assurance by making sure that application upgrades, updates, and implementations are successful
  • Ensure that application functionality is without defect and possible problems
  • Provide instruction in some hardware and standard software to customer base
  • Perform analytical functions such as developing test or project / process plans and makes recommendations, based on analysis of data
  • Assist the supervisor in some supervisory administrative management tasks and handle urgent activities in the absence
    • Job RequirementsSpecific Qualifications (required unless noted otherwise):
    • Solid manufacturing background
    • 1st and 2nd-level support experience
    • A Bachelor's Degree
    • Knowledge of Enterprise-wide printer platforms
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