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Systems Analyst

Kforce Technology

This is a Full-time position in Alexandria, VA posted September 21, 2021.

RESPONSIBILITIES:

Kforce has a client that is seeking a Systems Analyst in Alexandria, VA. Key Tasks:

  • Systems Analyst will analyze client business applications and data to recognize, correct, and/or report malfunctions to appropriate personnel
  • Identify and capture relevant data related to the issue to assist Tier III engineers when items need to be escalated
  • Communicate with employees and contractors; Displaying strong customer service skills, using professionalism, tact, and diplomacy at all times in order to answer support calls; And coordinate with vendors on items that need to be escalated to Tier III support
  • System Analysts assist clients to resolve complex technical problems with account/applications
  • Log, track, and follow-up with clients to ensure inquiries were resolved through Siebel ticketing
  • Assist the team with taking help desk calls, emails, and support to team members as needed; Act as liaison between clients and support groups in resolving issues; Communicate issues and concerns with team leads and other support groups
  • Provide Tier I/II Support for custom business applications (Diagnosis/Remediation, Access (password) Setup/Unlock/Reset, Application Install/Removal, Performance Tuning)
  • Document tickets providing detailed information that can be handed off to the agency Tier III team
  • System Analysts perform help desk support for a variety of office automation, telecommunications, and visual information hardware and software
  • Setup new user accounts with enterprise email
  • Suggest articles for knowledge base to assist other technicians and clients alike, to improve help desk efficiency
  • Participate in Problem Management for repetitive error conditions and messages and respond to the customer accordingly
  • Coordinate customer reported outages of networks and systems with the supervisor in order to get a notification out to the customers and get immediate action started by the appropriate specialist

Job Requirements:

REQUIREMENTS:

  • Bachelors and 3 years of experience or High School Diploma and 9 years of experience
  • 4+ years of experience providing phone and/or in-person support for business application (Analysis, Diagnosis, Remediation, Testing, Performance Analysis)
  • 4+ years of experience with standard Windows OS applications and MS Office applications
  • 4+ years of customer service experience
  • 1+ years of Requirements Definition/Analysis
  • Experienced understanding functions of the help desk system in order to enter customer-reported problems and requests for service into a call support database as part of daily tasks
  • Highly proficient in identifying error messages and conditions in order to troubleshoot routine and recurring problems with customer’s business applications
  • Candidate must be able to understand, analyze, and become proficient with custom business applications to be able to assist both client users and client customers with training (How do I do) and issues (break/fix/performance issues) for these applications
  • Proficient Microsoft Office Suite, Siebel, RightNow ticketing, Hyena, Active Directory, Aternity Management, Adobe, Firefox/Internet Explorer, and other software installs; Advanced troubleshooting with remote assistance such as Citrix, RCN, Fast Access, & Web VPN

Desired Skills:

  • ITIL Service Management
  • Business Application Training
  • User Acceptance Testing
  • Troubleshooting experience

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.