Acro Service Corp · 2 days ago
Technical System Analyst
Boston, MA
Full-time
Onsite
Mid Level
$50/hr - $52/hr
3+ years expAcro Service Corp is seeking a Technical System Analyst to provide application support and resolve escalated service tickets. The role involves working with end users to solve technical problems, maintaining documentation, and ensuring adherence to security protocols.
ConsultingInformation TechnologyStaffing Agency
Hiring Manager
Mitra Roy
Responsibilities
Application Support
Provide resolution for escalated service tickets in a timely manner. Provide high quality customer service. Further escalate tickets as needed
Work with end users to evaluate and solve technical problems using all tools provided, including remote access tool, SCCM, etc
Document end user interactions, including details of inquiries, complaints, comments, and actions taken during the troubleshooting process
Maintain ticket queue to meet SLA’s and provide quick resolution to the end user community, including updating them when appropriate
Help maintain documentation for owned applications and ensure others meet documentation standards
Change and Major Incident Management
Escalate to other teams, leadership and vendors where appropriate
Use ITSM to evaluate ticket trends and review appropriateness of environment changes
Help document outcomes of and facilitate meetings
Development, Application Monitoring and Process Improvement
Evaluate existing apps/software and/or user needs to analyze, design, recommend and implement system changes
Respond to alerts where systems become unavailable or experience service degradation. Help administer and improve application performance monitoring solutions
Analyze incident data to identify trends and opportunities for process improvements
Ensure security protocols are accurately followed as they pertain to all Commonwealth business processes. Adhere to all quality, organizational and Commonwealth processes
Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects
Qualification
Required
3-5 years (or more) of relevant experience supporting or developing applications
Advanced knowledge troubleshooting applications, network and other technical problems
Able to interact with end users and other teams professionally
Excellent verbal, interpersonal and written communication and documentation skills
Driven by a desire to provide strong customer service
Has a teamwork mentality with the ability to both collaborate and work independently
High level of professionalism and focus on quality
Attention to detail with the ability to contact switch and reprioritize tasks as needed
Ability to provide 24 hour/7 days a week on-call support when scheduled
Preferred
Familiarity with application monitoring and alerts
Familiarity with the Power platform – Power Apps, Power Automate, and PowerBI
Familiarity with ITSM – e.g. ServiceNow
Proficiency and knowledge of supporting technology within an IT operation
Understanding of software development lifecycles (SDLC)
Familiarity with GitHub for source control management
Strong aptitude to learn and adapt to new technologies
A desire to drive process improvement
Company
Acro Service Corp
With singular global reach and agility, Acro Service Corporation offers you a unique integrated approach to staffing and consulting solutions.
1001-5000 employees
H1B Sponsorship
Acro Service Corp has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (24)
2023 (11)
2022 (11)
2021 (12)
2020 (19)
Funding
Current Stage
Late StageLeadership Team
Chris Ehrhart, CCWP
VP - Global Supplier Partnerships
Staci Dodson Beurer SPHR, SHRM-SCP, CSP
Chief People Officer (VP, HR)
Company data provided by crunchbase