System Support Analyst
Please make sure to complete all the questions in the application and continue through to the end in order to sign and submit it. Please note that this position is a hybrid, temp-to-hire opportunity.
POSITION SUMMARY:
The System Support Analyst is responsible for providing high-quality technical assistance to users, ensuring operational efficiency, and maintaining a seamless user experience. The successful candidate will manage ticket throughput, resolve issues at the first point of contact whenever possible, and provide detailed, accurate escalations to Level 2 and Development teams.
DUTIES AND RESPONSIBILITIES:
- Manage and resolve support tickets within established response time targets.
- Maintain high ticket throughput while ensuring quality is not compromised.
- Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume.
Problem Solving & Technical Escalation
- Perform deep-dive technical troubleshooting to identify root causes of system issues.
- Ensure all escalations to Level 2 or developments are accurate and comprehensive, including:
- Clear reproduction steps.
- Detailed impact analysis.
- Severity levels and relevant system logs.
- Testing enhancements and bugs for monthly releases.
EQUIPMENT OPERATED/USED: Computer, 10-key, fax machine, copier, printer, and other office equipment.
SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire.