System Support Analyst II

System Support Analyst II

The System Support Analyst II is responsible for supporting all offices on the implementation and use of multiple systems. In addition to responding to incoming tickets, the System Support Analyst II analyzes ticket trends and recommends solutions to prevent questions and issues. The System Support Analyst II also hosts Lync calls that are available for new users to join and ask questions.

Essential Duties and Responsibilities:

• Supports multiple stakeholders on a range of systems (including but not limited to Vision, eRecruit, MaximCare mobile, Telephony systems, Maxim Web clock)
• Troubleshoots and resolves tickets including tickets that involve a higher level of research and analysis
• Assists in testing and support that goes into new system version releases
• Hosts "live" support calls for new users to join and get questions answered
• Analyzes ticket trends weekly
• Provides feedback and potential solutions to errors and trends
• Leads projects that will prevent questions, problems, and tickets
• Acts as a positive influence and role model on the team, contributes to team morale and success
• May assist with training new team members
• Contributes to the solution of OFI's
• Submits OFI's around system issues and trending when appropriate
• Performs other duties as assigned/necessary

Minimum Requirements:

• Bachelor's Degree or equivalent experience required
• At least three (3/+) years of experience in the IT/Healthcare industry with primary functions around system support
• Ability to analyze system and process related issues and offer solutions
• Strong customer service and communication skills required
• Familiarity with Maxim's systems and processes required
• Must be able to work effectively as part of a team while maintaining a strong attention to detail
• Basic computer proficiency required and proficiency in Windows XP Professional, Microsoft Office suite software programs, internet usage, and learning program design systems and software
• Ability to effectively elicit/provide information to and from appropriate individuals (including, but not limited to, supervisors, co-workers, clients) via strong communication skills; proficiency in the English language may be required
• Must present a positive image that reflects well on the organization