Jr. DBA/Tier 2 Helpdesk Engineer
4 weeks ago
We are seeking a Jr DBA/Tier 2 Helpdesk Technician 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.
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