IDEALFORCE has a CONTRACT position available immediately for a Help Desk Analyst to join our customer in Phoenix, AZ. This is an ONSITE position. Please find below additional details about this job. Kindly respond with your most up to date resume if you would like to pursue this opportunity.Client is considering only LOCAL CANDIDATES for this position.
Troubleshooting, analyzing, and diagnosing problems reported by phone, e-mail, fax, or other communication method at a Tier II level; identifying remedies and completing resolution activities including validation with the user that the problem has been fully addressed; making referrals to other help desks as appropriate (e.g., problems identified as network, PC/Hardware, server support, or security related); researching and analyzing a wide range of production problems in order to provide technical assistance or determine if automated system modifications and/or enhancements are required
- Opening tickets in the ticket tracking system and following through to resolution within service level agreements.
- Monitoring referred calls including tickets entered in the ticket tracking system for problems referred to other help desks
- Communicating outstanding issues and status with resolution to users and supervisor, programming support staff, other government agencies, and community partners, as applicable
- Preparing and issuing communications statewide regarding system availability.
-Monitoring a variety of system reports and resolving production issues; researching and resolving application errors resulting in bugs or abends with HEAPlus, OnBase, Aztecs, and other mainframe and supported systems.
- Participating on system projects: analyzing business processes, organizational procedures, workflow, and information requirements; documenting business requirements; completing testing activities
- "All your information will be kept confidential according to EEO guidelines".
- All candidates who are authorized to work in US are encouraged to apply.
- Most of our positions require Candidate to clear the Background check prior to commencing the assignment.
SOURCER ASSIGNED: Pete Tylor; Email: pete dot tylor at idealforce.com
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Skills Required
- Tier II troubleshooting, analysis, and problem diagnosis for users
- Experience working with HEAPlus
- Experience with OnBase
- Experience with Aztecs
- Experience troubleshooting mainframe and supported systems
- Experience using a ticket tracking / help desk system and meeting SLAs
- Ability to prepare and issue system availability communications and status updates
- Experience participating in system projects: documenting business requirements and testing
- Must be local to Phoenix, AZ and able to work onsite
- Authorization to work in the U.S.
- Ability to clear a background check prior to assignment
What We Do
Idealforce is a premier talent acquisition solutions provider that helps corporations find top-performing talent through innovative ways and technologies. The company offers unparalleled talent acquisition and management services, helping businesses find quality talent cost-effectively while assisting talented individuals in finding the best employers where their skills are recognized and rewarded.
