Software Support Analyst Job in San Ramon 94583, California Us
Our client, a leading health care service company, has an opening in their IT department for a Software Support Analyst. Under the leadership of the Data Warehouse and Software Support Manager, the Software Support Analyst is responsible for providing first and second tier technical support for software support requests. Responsibilities include coordination and execution of issue resolution, monitoring of systems in their areas of responsibility, and meeting service quality standards and turnaround times.
Responsibilities
· Provide first and second tier support for all incoming requests for assistance and troubleshooting regarding installed systems and applications.
· Escalate problems when necessary to appropriate I.S. and/or vendor personnel to ensure timely and complete resolution.
· Install or update programs and applications for end users, including desktop and thin-client computers.
· Provide front-line support for all Microsoft Office products.
· Provide professional customer service.
· Track and log all reported problems and issues.
· Exercise independent judgment within defined methods and procedures determining appropriate actions to be taken.
· Continually expand application and technical knowledge to increase ability to efficiently respond to service requests.
· Actively participate in the IS monthly maintenance activities, including planning and QA.
· Be available for on-call response to unscheduled system impairments and weekend maintenance (scheduled and unscheduled).
· Perform operational duties per service level agreements and effectively communicate status to customer.
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