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Job Summary:
A(n) Helpdesk Tier 2 Analyst job in Colorado Springs/CO/80925 is currently available through Belcan at one of our key HHS clients. To be considered for this role, you must have a 1-3 years of relevant IT experience.
Additional info: Provide exceptional Tier 2 support for FDA ORA Applications. Serve as the second point of contact for End-users and Tier 1 agents. The Tier 2 Support analyst performs Tier 2 end-user support for ORA Applications and research/analysis resulting in written recommendations for a variety of strategies and solutions. Secondary duties of this position include supporting the critical DFDT (Division of Food Defense Targeting) technical issues and facilitate follow-up on DFDT non-critical related issues, technical issue, server problem or otherwise unsupported application. All calls from the DFDT are considered to be High Priority and should be considered as critical issues and therefore require monitoring all DFDT aging tickets and provide assistance to ensure a timely closure of tickets is paramount.
Job Duties:
Strong computer skills and proficient with Excel is required to include strong reporting and trending skills. The Tier 2 analyst creates ad-hoc extracts/reports using various tools to meet both internal and external requests. The Tier 2 analyst performs Root Cause Analysis of issues including deciphering application related errors, assists with writing the requirements and recommendations for the development teams. Candidate must be able to correct any identified issues, analyzing data to improve operation including uncovering module anomalies and performing research on key operational application functions and ensure overall quality standards are maintained.
Familiarity and experience with UAT testing is desirable. The Tier 2 Support Analyst performs Tier 2 end user support for ORA Applications and research/analysis resulting in written recommendations for a variety of strategies and solutions. The Tier 2 analysts participates in all phases of a new applications development lifecycle. Tier 2 analysts will lead in developing helpdesk knowledge and support. They will also serve as liaisons between IT teams and business. Tier 2 analysts will perform account management on several applications. Access to backend systems to perform updates and changes to assist Tier 1 / End-user needs. Collaborate with Devs/Admins at all levels to assess, refine, develop to drive appropriate solutions in support of the ORA AppsDesk. Must have strong analytical skills to resolve complex End-user and Tier 1 inquiries. And performing Tier 1 duties during high volume situations is mandatory.
Required Qualifications:
- Strong analytical skills to resolve complex and layered issues.
- Strong verbal/written skills with a strong work ethic.
- Strong interpersonal skills to effectively collaborate Team members, Devs, End-users, Admins, and Business.
- 1-3 years Tier 1 IT Helpdesk experience.
- Experience working in Backend Databases (TOAD).
- Experience in investigation/troubleshooting IT issues.
- Demonstrate superior organizational skills by keeping tasks and work organized.
- Ability to make decisions as a Senior Tech.
- Must be able to obtain and maintain Public Trust security clearance.
Preferred Qualifications & Skills:
- Government contract experience
- CompTIA A+
- ITIL v4
Compensation:
We provide a competitive pay and benefits package. This position is offering a salary range of $21.00/HR Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
www.belcan.com
We are an Equal Opportunity/Affirmative Action Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, or membership in any other group protected by federal, state, or local laws.
