Sr. Technical Support Analyst
Job ID
125862
Job Type
Contract
Industry
Manufacturing
Location
Wayne, Michigan, United States
Talascend is currently seeking a Sr. Technical Support Analyst for a contract opportunity located in Wayne, MI.
DURATION: 8 months with possible extension
LOCATION: Wayne, MI (On-Site)
Ability to work W2 Assignment is Required.
OVERVIEW:
Under minimal supervision, configures and installs complex software for IT user desktops and mobile devices. Provides advanced technical support for software and hardware of end-user computing. Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.
PRIMARY RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.
POSITION REQUIREMENTS:
The requirements listed below are representative of the qualifications necessary to perform the job.
Work Environment and Essential Functions:
Listed below are key points regarding environmental demands and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
DURATION: 8 months with possible extension
LOCATION: Wayne, MI (On-Site)
Ability to work W2 Assignment is Required.
OVERVIEW:
Under minimal supervision, configures and installs complex software for IT user desktops and mobile devices. Provides advanced technical support for software and hardware of end-user computing. Provides advanced troubleshooting to readily identify complex or ambiguous problems and/or technical issues and escalates/delegates to appropriate staff for resolution.
PRIMARY RESPONSIBILITIES:
To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.
- Processes complex help desk tickets passed on from ITSC. Provides complex functional support of applications, isolates issues, and distributes tickets to the appropriate team for resolution.
- Isolates difficult or ambiguous issues by reproducing the incident, identifying invalid data within the database, and/or tracing transactions through infrastructure to identify failure point.
- Provides data mining writing specifications for development fixes and configuration of hardware and software.
- Creates DB scripts to correct invalid data within the database.
- Leads in resolving tickets passed on to any Tier 3 support group working with external vendors as needed.
- Creates and updates Support and User Guides.
- Delivers advanced post-development support including client installations.
- Provides management ticket reports, Pareto Report, and various others.
- Contributes to creation and modification of complicated system or application monitors.
- Leads Technical Support business initiatives in accordance with Senior Leadership.
- Supervisory Responsibilities: May coach or mentor less-experienced personnel and act as the team leader on systems projects.
POSITION REQUIREMENTS:
The requirements listed below are representative of the qualifications necessary to perform the job.
- Bachelors Degree in Computer Science MIS or similar area of study with five (5) years of previous experience required. An additional four years of related experience may substitute for the Bachelors degree. Preferred: Bachelors Degree and seven (7) years of related experience.
- Preferred: Help Desk Certification.
- Advanced knowledge or skills in one or more of the following is required:
- SQL queries and scripting.
- Document user support and maintenance procedures.
- Document standardized communications to users and management.
- Customer service skills including conflict resolution.
- Effectively communicate with staff management, end users, and other customers.
- Ability to conceptualize end user steps and processes to readily identify the issue/problem.
- Troubleshooting PC problems and issues.
- Problem solving and analytical skills.
- Train less experienced end users and staff in resolving more complicated PC technical issues and processes.
- General knowledge of PC systems hardware and software.
- Knowledge of Software functionality.
- Remedy Action Request System Help Desk System.
- Hardware and software support of on-board computing systems.
- Knowledge of PC remote access functions and usage.
- May require advanced skills in one or more of the following: Various database applications and technologies.
Work Environment and Essential Functions:
Listed below are key points regarding environmental demands and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
- Required to use motor coordination with finger dexterity such as keyboarding machine operation etc. most of the workday.
- Required to exert physical effort in handling objects less than 30 pounds rarely.
- Required to be exposed to physical occupational risks such as cuts burns exposure to toxic chemicals etc. rarely.
- Required to be exposed to physical environment which involves dirt odors noise weather extremes or similar elements rarely.
- Normal setting for this job is office setting.
We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.
Background Check and Drug Screen may be required.
Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.