Job Description
Job Description
The Computer Systems Analyst provides Tier III technical software, problem resolution for customers by performing problem and incident diagnosis as well as guiding users through step-by-step solutions. Provides expertise to resolve second tier technical support issues for users of the organization's products and services.
Key Tasks and Responsibilities
• Uses automated information systems to analyze routine situations.
• Reviews incoming requests and receives incoming calls. May prioritize for proper action.
• Must be customer friendly, self-motivated, detail-oriented technician to perform complex troubleshooting for over 25 systems in a very fast-paced environment.
• Resolves user problems quickly and efficiently.
• Supports users by fulfilling individual requests for information and/or training in the utilization of the various software applications available.
• 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.
Education & Experience
• Associate degree is highly desired.
• 2-5 years of customer service experience is required.
• Ability to think "outside the box" and utilize critical thinking skills to troubleshoot unique and difficult issues.
• Ability to manage multiple priorities simultaneously and excellent time management skills.
• Ability to communicate effectively, both verbally and written.
• Ability to troubleshoot and problem solve.
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
Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.)
• No travel required
Job Tags
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