Systems Analyst - Mid Level

Kforce has a client in Alexandria, VA that is seeking a Mid Level Systems Analyst. 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
• May be asked to provide input into Knowledge Management systems or provide application requirements for system enhancements
• High School diploma/GED and 9 years of experience.
• Bachelor's degree and 3 years of experience
• 4+ years of experience with standard Windows OS applications and MS Office applications
• 4+ years of customer service experience
• 4 years of experience providing phone and/or in-person support for business application (Analysis, Diagnosis, Remediation, Testing, Performance Analysis)
• 1+ years of Requirements Definition/Analysis experience
• Proficient with: 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