V
Victor
Location: Durham, NC (Only locals)
Duration: 5+ months
Job Title: Helpdesk / Technical Support Analyst
General Purpose:
Understand the strategic vision, particularly at the project level,
and implement project strategy under the guidance and supervision of
Manager and Director. Provide high quality support to Thomson
Healthcare customers and assist them with all their Thomson Healthcare
products.
Essential Duties / Responsibilities:
1. Provide quality support to customers via telephone and email
with limited direction from Manager.
2. Responsible for software and database upgrades.
3. Responsible for first and second level troubleshooting.
4. Escalate issues to senior staff and/or other departments as
appropriate.
5. Communicate upgrade completion to customers.
6. Communicate issues found effectively to team as well as other
groups.
7. Document issues according to established processes.
8. Follow defined Systems Development Process, including
participating in document reviews.
9. Apprise other technical support staff of issues related to
assigned projects.
10. Provide issue reports as needed for assigned projects.
11. Review user documentation for accuracy and clarity.
12. Follow defined departmental policies, processes and procedures.
13. Meet predetermined schedules and mandated deadlines.
14. Perform ad-hoc problem solving.
15. Demonstrate the ability to manage multiple and, sometimes,
competing priorities with some guidance.
16. Work independently on complex tasks with some technical and
management guidance.
Other Duties / Responsibilities:
1. May assist in gathering project requirements.
2. Perform other duties as assigned.
Supervision
· Directly supervises
none
· Directly supervised by Manager
Job Qualifications:
1. Working knowledge of at least five of the following: Oracle
databases, TOAD, SQL, , web services, MS Operating systems, Internet
Web Browsers, Intranet environments.
2. Service oriented professional.
3. Proficient with troubleshooting and administration tools.
4. Analytical problem-solving skills.
5. Excellent written and verbal communication skills. Communicate
effectively in written and oral form with less-experienced staff,
peers, senior staff and internal or external customers.
6. Ability to take direction from Manager and/or Senior Management.
7. Willingness to accept instruction and mentoring to expand
technical knowledge and knowledge of the Software Development Process.
8. Ability to work effectively in a team environment.
9. Ability to manage multiple tasks and competing priorities
effectively under pressure and short time lines.
10. Detail oriented to ensure accurate issue tracking and reporting.
11. Capable of detailed trouble-shooting with minimal supervision
from Manager.
12. Ability to follow departmental policies and procedures when
resolving problems, logging calls, escalating technical issues, and
conducting follow-up calls.
Education and/or Experience
1 or more years of progressive experience in software installation,
support or related experience.
1 or more years of experience with Oracle and/or SQL strongly
preferred.
Bachelors or Masters Degree in Computer Science or comparable work
experience in related field.
Material and Equipment Directly Used
General Office equipment
Computer equipment
Working Environment / Physical Activities
Vivek Sahoo
Systel Inc.
600 Embassy Row NE Ste 200
Atlanta, GA - 30328
(e-mail address removed)
678-261-5237 (D)
678-261-5220 x 323
678-623-5938 (F)
Duration: 5+ months
Job Title: Helpdesk / Technical Support Analyst
General Purpose:
Understand the strategic vision, particularly at the project level,
and implement project strategy under the guidance and supervision of
Manager and Director. Provide high quality support to Thomson
Healthcare customers and assist them with all their Thomson Healthcare
products.
Essential Duties / Responsibilities:
1. Provide quality support to customers via telephone and email
with limited direction from Manager.
2. Responsible for software and database upgrades.
3. Responsible for first and second level troubleshooting.
4. Escalate issues to senior staff and/or other departments as
appropriate.
5. Communicate upgrade completion to customers.
6. Communicate issues found effectively to team as well as other
groups.
7. Document issues according to established processes.
8. Follow defined Systems Development Process, including
participating in document reviews.
9. Apprise other technical support staff of issues related to
assigned projects.
10. Provide issue reports as needed for assigned projects.
11. Review user documentation for accuracy and clarity.
12. Follow defined departmental policies, processes and procedures.
13. Meet predetermined schedules and mandated deadlines.
14. Perform ad-hoc problem solving.
15. Demonstrate the ability to manage multiple and, sometimes,
competing priorities with some guidance.
16. Work independently on complex tasks with some technical and
management guidance.
Other Duties / Responsibilities:
1. May assist in gathering project requirements.
2. Perform other duties as assigned.
Supervision
· Directly supervises
none
· Directly supervised by Manager
Job Qualifications:
1. Working knowledge of at least five of the following: Oracle
databases, TOAD, SQL, , web services, MS Operating systems, Internet
Web Browsers, Intranet environments.
2. Service oriented professional.
3. Proficient with troubleshooting and administration tools.
4. Analytical problem-solving skills.
5. Excellent written and verbal communication skills. Communicate
effectively in written and oral form with less-experienced staff,
peers, senior staff and internal or external customers.
6. Ability to take direction from Manager and/or Senior Management.
7. Willingness to accept instruction and mentoring to expand
technical knowledge and knowledge of the Software Development Process.
8. Ability to work effectively in a team environment.
9. Ability to manage multiple tasks and competing priorities
effectively under pressure and short time lines.
10. Detail oriented to ensure accurate issue tracking and reporting.
11. Capable of detailed trouble-shooting with minimal supervision
from Manager.
12. Ability to follow departmental policies and procedures when
resolving problems, logging calls, escalating technical issues, and
conducting follow-up calls.
Education and/or Experience
1 or more years of progressive experience in software installation,
support or related experience.
1 or more years of experience with Oracle and/or SQL strongly
preferred.
Bachelors or Masters Degree in Computer Science or comparable work
experience in related field.
Material and Equipment Directly Used
General Office equipment
Computer equipment
Working Environment / Physical Activities
Vivek Sahoo
Systel Inc.
600 Embassy Row NE Ste 200
Atlanta, GA - 30328
(e-mail address removed)
678-261-5237 (D)
678-261-5220 x 323
678-623-5938 (F)