Reiger Technical Search - IT Recruiters

Tier 1 Service Desk/Application support

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Location
Columbus, OH
Salary
$45,000 - $65,000
Job Type
Direct Hire
Degree
Bachelor
Date
Jan 11, 2017
Job ID
2403767

Tier I Application Support / Service Desk
 
SUMMARY:
This position is responsible for tier I technical support of Enterprise Information Management solutions.  While supporting application questions and system issues received from Managed Services customers, this position is also responsible for identifying trends and/or documenting known issues.  Responsible for reviewing tickets and following up with users and/or other Support groups to ensure client satisfaction and timely resolutions. 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • Performs tier I support for Managed Services customers- quickly discerns and prioritizes all incoming requests and tickets.
  • Provides technical assistance and problem resolution for customers requesting assistance on application or system related issues or questions.
  • Demonstrates a commitment to increasing customer satisfaction. Delivers friendly, courteous service to clients.
  • Responsible for following up on all open and/or overdue tickets assuring a resolution in a timely manner.
  • Maintains information within a knowledge-based computer system.  Includes data entry of commonly reported problems, questions, and known resolutions and troubleshooting steps.
  • Provides on-call support during off hours and weekends
  • Gathers and qualifies functional and technical requirements. Coordinates design requirements, development and unit testing results with clients for validation.
  • Collaborates with test leads to document, plan and execute solution testing.
 
GENERAL SKILLS AND APTITUDES:
  • Critical thinking skills and a strong analytical mindset.
  • Experience with End-user support within large enterprise infrastructure organizations
  • Strong client relationship/customer service experience
  • Experience with Service Desk ticket management and SLA operations
  • Strong oral/written communication skills. Ability to articulated technical concepts to non-technical audience
  • Experience supporting and troubleshooting Web based applications
  • Experience drafting technical documentation and developing knowledge management content.
  • Experience and skills with relational databases and SQL, especially Oracle and MS SQL Server.
  • Experience with the object oriented programming language(s) a plus.
  • Skills with Unix at a user level are a plus.
  • Understanding of data quality and governance solutions experience a plus.
  • Content management experience a plus
  • ITIL experience or certification a plus