Systems Analyst/Mid - Remote

Job Description

Job Description

DirectViz Solutions, (DVS) is a rapidly growing government contractor that provides strategic services that meet mission IT needs for government customers.

DVS provides innovative information technology solutions to government clients through the knowledge and expertise of our dedicated employees.

DVS is an employee centric employer that provides competitive compensation, comprehensive medical plans, 401k match, PTO accrual, professional development reimbursement, corporate funded technology certifications, and employee recognition and appreciation programs.

At DVS, we recognize that our employees are our number one resource. If you are a problem-solving people-person, apply today!

DVS is looking for a Systems Analyst / Mid to join our team in Alexandria, VA. This position is remote although local candidates are preferred.

Analyze client business applications and data to recognize, correct, and / or report malfunctions to appropriate personnel.

Identify and capture relevant data related to the issue to assist Tier III engineers when items need to be escalated. Communicate with employees and contractors;

display strong customer service skills, using professionalism, tact and diplomacy always to answer support calls; and coordinate with vendors on items that need to be escalated to Tier III support.

Experienced understanding functions of the help desk system to enter customer-reported problems and requests for service into a call support database as part of daily tasks.

Highly proficient in identifying error messages and conditions to troubleshoot routine and recurring problems with customer's business applications.

Candidate must be able to understand, analyze, and become proficient with custom business applications to be able to assist both client users and client customers with training (How do I do.

and issues (break / fix / performance issues) for these applications. Assist clients to resolve complex technical problems with account / applications.

Log, track, and follow-up with clients to ensure inquiries were resolved through Siebel ticketing.

Qualifications : Bachelors and 3 years' experience or High School Diploma and 9 years' experience.

Required Skills : Four years of experience providing phone and / or in-person support for business application (Analysis, Diagnosis, Remediation, Testing, Performance Analysis)

• 4+ years of experience with standard Windows OS applications and MS Office applications
• 4+ years of customer service experience
• 1+ years of Requirements Definition / Analysis

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
• Candidates may be asked to provide input into Knowledge Management systems or provide application requirements for system enhancements
• Proficient 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

DirectViz Solutions, LLC (DVS) is an equal opportunity employer and prohibits discrimination and harassment against any employee or applicant for employment because of race, color, sex (including pregnancy), age, gender identity, creed, religion, national origin, sexual orientation, marital status, genetic information, disability, political affiliation, protected veteran status, or any other status protected by federal, state or local law.

DVS has a zero-tolerance policy for harassment, threats, coercion, discrimination, and intimidation. Employees may file a complaint or exercise any right protected by Executive Order 11246, Section 503 of the Rehabilitation Act of 1973, as amended, Section 4212 of the Vietnam Era Veterans Readjustment Assistance Act of 1974, or the Veterans Employment Opportunities Act of 1998.