Job description

KeenLogic is currently looking for a talented and self-motivated Mid Systems Analyst with the ability to work in a challenging, consultative, and collaborative team environment in Alexandria, VA. This position is currently remote and full-time, Monday–Friday, but may transition to onsite work. We are seeking candidates who are open to working onsite.

Description:
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. 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. 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.

Qualiﬁcations:

Bachelors and 3 years’ experience
Associates and 7 years’ experience
High School and 9 years’ experience

Required Skills:

3+ years of experience providing phone and/or in-person support for business application (Analysis, Diagnosis, Remediation, Testing, Performance Analysis)
3+ years of experience with standard Windows OS applications and MS Oﬃce applications
3+ years of customer service experience
1+ years of Requirements Deﬁnition/Analysis

Desired Skills:

ITIL Service Management
Business Application Training
User Acceptance Testing
Troubleshooting experience

Responsibilities include:

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.
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.
Candidates may be asked to provide input into Knowledge Management systems or provide application requirements for system enhancements.
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