Lead Technical Support/Tier 2/3 Support (Required Local and Public Sector experience) - Immediate St

Respond by: 05/10/24

Rate: DOE

Type: Contract

Please respond with resume and 3 references preferably supervisor (name, title, company, email, phone number)

Preference will be given to candidates who meet all preferred skills and have public sector experience

Background Check will be performed if a candidate is selected for placement and will have to be passed'

Work mode: Currnetly teelwork

Job Description:

We are seeking to enhance LTC department by adding a System Analyst focused on incident resolution, application stabilization, and root cause analysis.

This role is crucial for maintaining operational efficiency amidst our growing and complex business environment. The System Analyst will be responsible for swiftly managing and resolving incidents to minimize disruptions and reduce incident backlog. And perform continuous monitoring and optimize the performance of business applications to ensure stability, and conducting thorough root cause analysis to prevent future issues.

This position will provide critical technical support and also train, mentor level-1 support desk agents on a daily basis, recommend system improvements, and deliver strategic insights into system health, significantly contributing to maintaining high operational standards and supporting our organization's sustainable growth.

II. CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements:
Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.

Years

Required/Preferred

Experience

5

Required

Strong ITSM Remedy, Service Now or any CRM Ticketing System Experience.

5

Required

Strong Database query languages (SQL PL/SQL) experience.

5

Required

Effectively communicate with non-technical audience to understand business needs and explain complex systems and technical topics in clear and concise manner.

5

Required

Skilled in performing tier 2/3 support including application knowledge of various root causing techniques, incident trend analysis, reporting the trends and recommending permanent solutions

5

Required

Strong verbal and written skills in communicating with peers and different levels of users.

5

Required

Skilled documenting processes.

4

Required

Skilled in performing remote support trough diagnostic techniques and pertinent information gathering.

4

Required

Strong skills assisting with unit testing.

4

Preferred

Experience working on projects utilizing agile project management methodologies.

2

Preferred

Experience with Health and Human services

III. TERMS OF SERVICE

Services are expected to start 09/01/2024 and are expected to complete by 08/31/2025. Total estimated hours per Candidate shall not exceed 1984 hours. This service may be amended, renewed, and/or extended providing both parties agree to do so in writing.