Computer Systems Analyst

Job Description The Computer Systems Analyst provides Tier II and III technical software, problem resolution for customers by performing problem and incident diagnosis as well as guiding users through step-by-step solutions. Provides support for escalated incidents requiring deeper troubleshooting and subject matter knowledge. Performs root cause analysis and contributes to continuous improvement and knowledge documentation. Key Tasks and Responsibilities

• Uses automated information systems to analyze routine situations.
• Resolves user problems quickly and efficiently.
• Must be customer friendly, self-motivated, detail-oriented technician to perform complex troubleshooting for over 25 systems in a very fast-paced environment.
• Conducts technical research to resolve issues as they are presented.
• Interacts with other team members, such as network services, software engineering, and/or applications development to restore services and/or identify and correct the core problem.
• The successful candidate should demonstrate excellent customer service skills and a customer friendly demeanor and can work well on their own as well with a team and maintain professionalism at all times.
• Can balance several critical tasks simultaneously in addition to having strong interpersonal skills.
• Performs root cause analysis and documents resolution steps for repeat prevention.
• Coordinates with Tier 4 staff and contributes to training and mentoring activities.
• Supports surge events and mission-critical outage prioritization. Desired knowledge in Oracle, SQL, ACD Reports, PowerBI Education & Experience
• High School diploma or GED is preferred.
• 1-5 years of customer service is preferred.
• 2-5 years experience in an application support/service desk environment. Demonstrated troubleshooting experience for enterprise applications and user access issues. Certifications
• Relevant certifications are desired (CompTIA A+, CompTIA Security +, or similar) Security Clearance
• Must be able to obtain and maintain government customer Public Trust clearance.

Pay:

From $50,000.00 per year

Benefits:

401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance Security clearance: Confidential (Preferred)

Work Location:

In person