TECHNICAL SUPPORT ANALYST TIER II Business & Information Technology Hours: M-F 830a-5p Day Shift - Full Time Paygrade/Wages/Salary Info: NE N26 - 23.8500 - 29.9500
Position Highlights: The Technical Support Analyst Tier II are subject matter experts and serve as remediation lead during complex, highly visible customer issues, and identify and execute on continual process and operational improvements for the business. The TSA Tier II provides the second level of support to end users by handling issues that have been escalated by the IT Service Desk. The Ideal Candidate: The ideal candidate will have experience in information systems implementation and support The candidate will have an understanding of hardware and architecture The candidate will have excellent customer service skills Responsibilities: TSA Tier II will handle all calls# that the IT service desk can not resolve due to access rights and/or proficiency The TSA Tier II will document resolutions in Knowledge Base Article#for future reference and Service Desk training Diagnose, troubleshoot and resolve escalated issues within the service level targets or defined SLA#s Support clients during product releases or updates Coach and mentor Service Desk Analyst to ensure their success and the success of the IT Customer Service team. Credentials and Experience: Bachelor#s Degree required in Information Technology or healthcare/business related discipline Minimum of five (5) years information systems implementation and support *****in lieu of a Bach Degree, a High school diploma with five (5) additional years, for a total of ten (10)#years in information systems support experience may be considered