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Brooksource · 13 hours ago

Technical Support Analyst

Boston, MA

Contract

Onsite

Mid Level

$45/hr - $50/hr

3+ years exp

Brooksource is seeking a Technical Support Analyst to provide Tier 2 IT support for both homegrown and COTS/SAAS applications. The analyst will handle incidents and requests, deliver high-quality customer service, and make proactive recommendations for system improvements.

EmploymentHuman ResourcesInformation Technology

Growth Opportunities

H1B Sponsor Likely

Responsibilities

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

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

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 business processes. Adhere to all quality, organizational and processes

Assume additional duties and responsibilities as required to assist with the completion of special and/or ongoing projects

Qualification

Application SupportTroubleshootingITSM ToolsPower PlatformSoftware Development LifecycleApplication MonitoringCustomer ServiceCommunication SkillsTeamworkAttention to DetailAdaptability

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

Brooksource

Glassdoor4.0

Brooksource is a single source for project and supplemental support through contract employment, contract-to-hire labor employment.

Founded in 2000

Indianapolis, Indiana, USA

1001-5000 employees

http://www.brooksource.com

H1B Sponsorship

Brooksource 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

2020 (10)