Tier 2 Helpdesk Technician/Jr DBA

4 weeks ago

Washington, United States ResolveSoft Inc Full time
Job DescriptionJob Description

We are seeking a Tier 2 Helpdesk Technician/Jr DBA to join our team You will resolve application, access and
database related issues for your clients.

Responsibilities:

  • Provide technical assistance to web application users.
  • Resolve technical incidents for clients remotely via phone, email and other forms of electronic communication.
  • Follow established procedures for assigned incidents within the SLA timeframe.
  • Track assigned incidents and resolutions in ServiceNow escalated by Tier 1 resources.
  • Facilitate resolution for assigned incidents requiring further intervention by more technical resources.
  • Train on new and updated features of the supported web application(s) as they are deployed.

Qualifications:

  • 2+ years experience supporting web applications in a helpdesk or service desk role.
  • Experience with user account management processes.
  • Good understanding of relational database technologies.
  • Experience writing database scripts.
  • Experience tracking and resolving incident tickets in an ITSM tool (ServiceNow, Remedy, etc.).
  • Ability to build rapport with clients.
  • Strong troubleshooting and critical thinking skills.
  • Positive and professional demeanor.
  • Currently residing in the United States, and continuously for the previous 3 years.
  • Ability to pass a High Risk Public Trust clearance background check.

Preferred Qualifications:

  • 2+ years experience supporting web application users in a Tier 2 helpdesk or service desk role.
  • Familiarity with Oracle databases.
  • Experience writing and testing PL/SQL scripts.
  • Familiarity with DevSecOps tools and processes.
  • Experience tracking and resolving incident tickets in ServiceNow.
  • Federal agency experience.
Company DescriptionResolveSoft is an 8(a) certified WOSB that specializes in Digital Transformation and IT ModernizationCompany DescriptionResolveSoft is an 8(a) certified WOSB that specializes in Digital Transformation and IT Modernization

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