Tier 2 Help Desk Analyst

Tier 2 Help Desk Analyst

13 Jun 2024
Maryland, Bethesda, 20810 Bethesda USA

Tier 2 Help Desk Analyst

Vacancy expired!

Job Description:

Tier 2 Help Desk Analyst - Compass

MUST HAVE YEARS OF EXPERIENCE WORKING WITH GOVERNMENT FINANCE OR CONTRACTING or

7+ YEARS EXPERIENCE WORKING IN A SOFTWARE SUPPORT OR DEVELOPMENT ENVIRONMENT USING SQL

Analyst provides analytic help desk services for Compass. Customer issues/problems flow into help desk request channel (email) and are handled by Tier 1 Help Desk. If any issues/problems have known/documented solutions these are provided by Tier 1. If not, they are immediately moved to Tier 2 for resolution. The Tier 2 Help Desk Analyst provides all services (described under Duties and Responsibilities) to replicate the problem, determine the root cause and create and document a workaround/solution (if possible) and communicate it back to Tier 1. If root cause is a system malfunction, Analyst is responsible for escalating to Tier 3, setting up proper tracking and communications flow and following issue to resolution. Tier 2 Help Desk Analysts may also be required to perform repairs on Production databases using Tier 3-provided tools and standard operating procedures. Responsible for Compass data import operations and results tracking and reporting.
Primary responsibilities
  • Perform moderate-to-complex troubleshooting of user-reported Compass system issues along with other Tier 2 Help Desk Analysts. Determine and document root cause.
  • Implement and document workaround processes and write “how-to” scripts for delivery by Tier 1 Help Desk personnel or automation.
  • Use FreshDesk to manage work tickets and responses and DevOps to escalate issues to Tier 3 for bug repair. Manage interface between DevOps activity and reporting in FreshDesk. Manage to resolution.
  • Access Compass Pre-Production region, where needed, to replicate reported problems for troubleshooting.
  • Access Compass Pre-Production databases via SQL Server Management Studio or Azure Data Studio using SQL for detailed investigation of data structures where necessary.
  • Perform repairs on Production databases using support tools provided by Tier 3 where necessary in association with a specific work ticket. Document repair action taken in work ticket.
  • Collect all files needed for daily data import operations.
  • Determine that all expected files have been delivered. Initiate recovery procedures if files are missing.
  • Examine a sample of files to determine that source format has not changed.
  • Post files to correct location for ETL processing.
  • Post processing, run ETL process reports and distribute.
  • In the case of ETL processing failure, analyze failure, coordinate communication to stakeholders with ETL Development and Systems Administration.
  • In the case of partial ETL processing failure (bugs), coordinate file reprocessing activity with ETL Development and Systems Administration.
  • Participate in continuous process improvement.
Required Skills and Education
  • Bachelor’s Degree and 7 (seven years’) experience working in government finance or contracting field; 10 years’ direct experience in field may be substituted in lieu of degree. -OR- Bachelor’s Degree and 7 (seven years’) experience working in a software support or development environment using SQL; 10 years’ direct experience in field may be substituted in lieu of degree.
  • Must meet the eligibility requirements for a US government issued security clearance.
  • Demonstrated user of financial or contract management information systems such as GFEBS, WAWF, EDA, CRIS, DEAMS, ABSS, and STARS (if qualified working in finance or contracting field).
  • Five (5) years’ experience with DHA medical financial and contracting management field desired (if qualified working in finance or contracting field).
  • Specific knowledge and experience with government accounting theory, principles, and practices; ability to apply skills during daily operational tasks (if qualified working in finance or contracting field).
  • Ability to troubleshoot problems and perform root cause analysis.
  • Excellent oral and written communication skills.
  • Enhanced skills using all facets of Microsoft Office (Word, PowerPoint, Excel

Must be eligible for security clearance (US Citizenship is required).

EOE/V/D

VEVRRA Federal Contractor

Equal Opportunity Employer of protected veterans
PI137498500
Click here to apply!

Job Details

  • ID
    JC15416373
  • State
  • City
  • Job type
    Permanent
  • Salary
    Depends on Experience
  • Hiring Company
    Standard Technology
  • Date
    2021-05-24
  • Deadline
    2021-07-23
  • Category

Jocancy Online Job Portal by jobSearchi.