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Application Support Analyst

3 months ago

Charlotte, North Carolina, United States TEKsystems Full time
:

They will be supporting 2 applications:

Breakdown of day:

60%

  • Assist users via, but not limited to, phone, fax and email inquiries to provide applications support and problem resolution. Document all received issues in a ticket tracking database, logging details of the problem and actions taken for resolution. Interface with related IT departments to resolve a user's primary or secondary issue detected during the support process.
  • Investigate problems ranging from transaction level to the program level.
  • Diagnose error messages and correct problems using system commands.
  • Evaluates complex system problems. May escalate to the Applications Support Lead and/or Programming department.
  • Reset user passwords for multiple applications.
  • Basic network trouble shooting.
  • Monitor system error logs or job queues for application problems.
  • Provide entry level hardware support which may include PC's, printers, and handheld devices.
25%

  • Assists with or is assigned to departmental projects.
  • Perform systems review, insuring data integrity by looking at information such as user ID's, locations, and transactions.
  • Identify problems and work with development team on solutions.
  • Provide extended support to locations during annual inventory.
15%

  • Conduct user training, which may include applications, internal tasks or implementation. Required to maintain current knowledge of advancements in the software applications field.
  • Maintain and provide system procedure documentation to end-users.
  • Create and maintain Knowledge Database articles for use by CGS and Business Application Support.

PLUSES
The ability to adapt in an environment that can go from 0-60mph in two minutes.

We do have times in which issues pop completely out of our control and the person needs to stay calm.

We currently have 1700 Samsung devices that are running Android Lollipop OS and we are upgrading to Android Marshmallow OS on all those devices at one time (we are half way through that process now).

Once the drivers have updated the Android OS, support agents have to re-register it with the vendor. We have 300 calls per day for the last 4-5 days, hopefully will be cleared in another week.

Provide customer service to customers on a daily basis. Serve as resource to application users in the resolution of general issues or questions. Answer phone and respond to customer questions in a timely manner.

Skills:

mobile phone, customer service, windows, Application Support

Top Skills Details:

mobile phone, customer service, windows

Additional Skills & Qualifications:

Strong customer service skills to communicate to the users.

Experience Level:

Entry Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity.

We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia.

As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.


The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.