- Manage Help Desk tickets in a timely manner and use ticketing software and work orders to prioritize and conduct troubleshooting of software issues.
- Respond to customer issues via phone, email, and computer chat.
- Provide customer assistance.
- Document customer interactions.
- Run diagnostics to resolve customer-reported issues.
- Analyze and repair system issues by applying a broad range of troubleshooting methods.
- Escalate issues to the next Tier with the next level of difficulty.
- Follow up with customers to ensure issues are resolved.
- Monitor system performance, perform diagnostics, and troubleshoot to ensure high reliability and availability of supported networks.
- Conduct preventive maintenance, implement patches, and lead upgrades of software.
- Experience with collaboration tools within an Agile environment.
- Provide documentation for trouble tickets and escalate issues as appropriate.
- Apply best practices, tools, and methods to support the delivery of projects on time, within budget, and to performance specifications.
- Bachelors degree in computer science, Information Management, or a related field.
- Have or be able to obtain a Department of Justice Public Trust Investigation, Tier 2
- 2+ years of hands-on experience conducting root cause analyses and implementing recommended solutions to troubleshoot or remediate issues.
- 2+ years of experience working in an operations or help desk environment.
- Work on a cross-functional team across a broad range of technologies to ensure applications are properly maintained and supported.
- Strong written and oral communication skills.
- Knowledge of the software development life cycle (SDLC) and work in an Agile framework.
- Knowledge and experience with the application, configuration, and administration of patches and remediations that are per customer specifications/requirements.
- Demonstrated experience recognizing, analyzing root causes, mitigating, and resolving technical risks.
- Excellent customer service skills.
- Detail-oriented to keep detailed notes on tickets.
- Highly organized to keep help desk tickets in order.
- Ability to diagnose and resolve software issues.
- AWS Cloud or other Cloud technology experience preferred
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Tier 1 and 2 Application System Administrator - Washington, United States - BreakForth Solutions Inc.
Description
Position Information:
BreakForth Solutions is seeking a Tier 1 and 2 Application Systems Administrator to support our federal customers. The successful candidate will be part of a technical team, researching, resolving, and responding to end-user issues and problems for high-priority applications. In this position, the System Administrator will support the broader team in close collaboration with clients, ensuring successful oversight and delivery of impacted projects.
Essential Functions