Technical Support Analyst - Cambridge, United States - KBR

KBR

Verified Company

Cambridge, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Title:

Technical Support Analyst (Remote)

Technical Support Analyst

Essential Job function:

Point of contact for the federal and commercial users of the SAS system, providing thirdtier support to the FAA National Service Desk (NSD).
Provide resolution to user account issues such as connectivity, roles and passwords.
Provides guidance and training to users in eliminating recurring errors and where appropriate, provides recommendations for improvements based on experience(s).
Maintain accurate call information in the call tracking environment, which will allow for proper reporting metrics to be met.
Investigate and define the problem and the information to be processed, proposes system alternative solutions, and develops system requirements.
Triage defects to the development team based upon the functional area and severity and priority of the defects.
Work closely with software engineers and others to coordinate the analysis, design, and implementation of defects and changes to meet user needs.

Basic Qualifications:

Bachelor's degree in business administration, information systems or equivalent experience
12 years of directly related experience
Understanding of customer mission, strategic goals
Experience working with business processes and reengineering, helpdesk, and support.
Experience working with the interface of information technology with functional groups within an organization

Other Qualifications:

Strong interpersonal skills to interact with stakeholders: sponsors, customers, end users, and trainers, as well as project technical staff.
Superior writing skills
Experience with the full suite of MS Office tools
Experience with development support tools, such as JIRA, ServiceNow, Team Foundation Server, and SharePoint

KBR is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.