Technical Support Analyst // Durham, NC

Discussion in 'C++' started by Victor, Feb 1, 2011.

  1. Victor

    Victor Guest

    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

    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

    5. Communicate upgrade completion to customers.

    6. Communicate issues found effectively to team as well as other

    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.


    · Directly supervises

    · 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

    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

    678-261-5237 (D)
    678-261-5220 x 323
    678-623-5938 (F)
    Victor, Feb 1, 2011
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  2. red floyd

    red floyd Guest

    On Feb 1, 10:03 am, Victor <> wrote:
    [jobspam redacted]

    And how is a helpdesk position topical in comp.lang.c++,
    even if FAQ 5.10 didn't apply?
    red floyd, Feb 1, 2011
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  3. Paul

    Paul Guest

    A hell of a lot of duties for a Helpdesk assistant.

    Be aswell going to work with a broom up your arse too.
    Paul, Feb 1, 2011
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