Systems Analyst Mid

DirectViz Solutions•Alexandria, VA

52d•Remote

About The Position

DirectViz Solutions (DVS) is a dynamic and rapidly growing government contractor committed to delivering innovative IT solutions that address the mission-critical needs of our government clients. Through the expertise and dedication of our talented team, we provide cutting-edge technology services designed to achieve success and exceed expectations. At DVS, we prioritize our employees as our greatest asset. We offer competitive compensation, comprehensive medical benefits, a 401(k) match, generous PTO accrual, professional development reimbursement, corporate-funded technology certifications, and robust employee recognition and appreciation programs. DVS is looking for a Systems Analyst/Mid to join our team in Alexandria, VA. This position is remote although local candidates are preferred. This position requires the ability to obtain a public trust clearance prior to start. 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; display strong customer service skills, using professionalism, tact and diplomacy always 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 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 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.

Requirements

Bachelors and 3 years' experience or High School Diploma and 9 years' experience.
Four 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

Responsibilities

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