Technical Support Analyst

Company Catapult Staffing
Location Dallas, TX
Update 8 Day ago
(Tier-1/2 Application Support)

­ Responsible for providing technical support in the form of break/fix incidents and service requests for external customers using our proprietary software/application.

­ First line of defense in finding the root cause of application malfunctions and providing a short-term and permanent fix.

­ Act as a liaison, providing product information and resolving any reported or emerging issues, a customer might face while building a good working rapport with each customer.

­ Provide answers to customers by identifying problems, researching answers, and providing corrective steps.

­ Answer customer/end-user calls.

­ Identify customer incident/issue trends and seek to proactively resolve the issues in a timely manner.

­ Maintain application support documentation and ticket data.

­ Assign and maintain user access.

­ Create reports as needed using SQL or report building software.

­ Trains users on software/applications.

­ Correct data-entry or scheduling errors.

­ Build working relationships 3rd party vendors to coordinate resolution of customer issues by navigating other support processes.

­ Complete software configuration changes as needed.

­ Develop knowledge base articles and FAQs to common issues that will help other members of the team.

­ Communicate status clearly to customers both verbally and written.

­ Identify potential bug or opportunities for system enhancements, document and initiate detailed recommendations for enhancements.

­ Participate in software upgrades as needed to ensure applications are upgraded successfully.

­ Participate in on-call support rotations.

­ Required to stoop, kneel, crouch or crawl and may frequently lift and move up to 10 pounds. Occasionally lifting and moving up to 50 pounds of office equipment.

­ No travel is required.

­ High School Diploma plus 6 to 9 years’ experience in an IT Support Analyst role supporting production systems and applications -or-

­ Bachelor’ s Degree plus 2 to 4 years’ experience in an IT Support Analyst role supporting production systems and applications

­ 2+ years’ experience in an IT Desktop Support role. Must have demonstrated experience and fundamental understanding of hardware, software, networking, and telecommunications.

­ 2+ years’ experience with Windows/Linux/Mac OS environments.

­ 2+ years’ experience with Microsoft Office suite of applications.

­ 2+ years’ experience using an ITSM or ticketing system.

­ 1+ years’ experience in an IT Help Desk role taking end-user or customer calls directly.

­ 1+ years’ experience with SQL, T-SQL, or PL-SQL. Must have demonstrated knowledge of production databases and the ability to write and execute basic SQL queries necessary for troubleshooting production issues.

­ Strong problem-solving skills.

­ Strong customer-facing verbal communication skills.

­ Solid written communication skills.

Preferred Qualifications

­ Microsoft Certified Processional (MCP).

­ HDI Desktop Support Technical certification.

­ CompTIA A+ certification.

­ ITIL certification.

­ Experience working with high volume faxing or scanning solutions.

­ Scripting knowledge (ADSI, WMI, PowerShell).

­ Healthcare experience.

­ Fusion Transcription, HL7, and/or ConnectWise experience.

­ Mature and self-motivated professional who can work in a fast-paced and constantly changing environment.

­ A focus on customer satisfaction with strong interpersonal skills and responsiveness.

­ Ability to engage with internal and external stakeholders.

­ Confident at troubleshooting problems and collecting data points using creative methods.

­ Calm demeanor with strong patience and persistence. Priority #2 (Needed in 30-45 days; might wait for the role above to be hired)
Technical Support Analyst / Tier-2 Application Support Specialist
Dallas/Highland Park Office
Base Salary � $55K-$65K
Bonus � up to $500