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Prospect Infosystem, Inc.
Help Desk Analyst
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Job Description
Help Desk Analyst at Prospect Infosystem, Inc. Help Desk Analyst at Prospect Infosystem, Inc. in Nashville, Tennessee Posted in 1 day ago.
Type:
full-time
Job Title:
Helpdesk Analyst Location:
Nashville, TN IT Support Specialist to provide technical support to both the BITS Technology team & the Child Care Automated Tracking System (CHATS) team by assisting with internal and external end-user technical support, incident management, end-user issue testing, and validation activities, and maintaining technical documentation. This position will also be responsible for maintaining Issue tracking systems, including but not limited to Salesforce Helpdesk and Jira.
Responsibilities include:
managing the support emails and calls from internal and external system users; updating Issue tracking systems with information from service desk reports; creating and/or providing reports to groups interested in this information; and, assigning incident work items to team members as needed. The selected individual shall be responsible for the following activities: Identify when issues are beyond the scope of basic support/Tier 1 and escalate and assign the incident to the appropriate internal or external technical team resource to be worked on and tracked to ensure the work is completed. Ensures that the issues reported are documented with steps to reproduce expected outcomes, and include enough detail to easily reproduce, validate, and report to the administrator or developer to reach a resolution. Communicates with end users to inform them of known system issues and issue resolution Identifies issues/bugs that are duplicates of existing issues and creates a relationship with the parent ticket.
Skills and Experience:
Three years (minimum) demonstrated knowledge of and experience using: Microsoft Word, Excel, Google Suite Excellent analytical and troubleshooting skills Ability to work both independently and as part of a team Excellent verbal and written communication skills Accurate, thorough, and detail-oriented Efficient with time-sensitive projects