What are the responsibilities and job description for the Jr. System Support Analyst position at Avior Strategies Incorporated?
Avior Strategies specializes in finding innovative, cost-effective options for the ever-growing needs of the industry we serve. Our flexible, dynamic, and customer-focused approach provides our clients personalized service and efficient business solutions. From managing projects and products, excelling in customer success, and providing quality end-user software training and help desk support services, our team comes prepared with the tools necessary to help our clients achieve their goals. Our value lies in providing highly motivated professionals who work to alleviate client workload, delivering key projects and milestones without delay and without sacrificing the integrity of the product. We believe their success is our success and are willing to go the extra mile to accomplish our collective goals.
The Opportunity: Jr. System Support Analyst I position with an outstanding opportunity to work in a small, focused team environment with unlimited challenges, providing support for our clients.
System Support:
• Determine system utilization by researching and testing systems
• Create and execute test reports throughout the entire testing lifecycle
• Create and maintain proper user documentation (system user guides, quick reference guides, admin guides etc.)
• Assist SCRUM Team with SCRUM related activities including system configuration and quality assurance.
Customer Support:
• Answer the incoming calls on the IT Service Desk telephone queue
• Provide issue management for end-user problems and ensure a consistent high-level responsiveness
• Create a positive customer support experience and build strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude
• Develop, contribute, and maintain Service Desk documentation including procedural and work instructions
The Ideal Candidate: The ideal candidate must have exceptional customer service skill with technical knowledge, have a bachelor's degree and 2 years of related experience, or an equivalent combination of education and training that provides the following required skills and abilities:
• Experience using Microsoft Office (Word, Excel, and PowerPoint)
• Excellent verbal and written communication skills and the ability to explain policies, procedures, and technical information clearly and accurately
• Possess strong conceptual, analytical, and problem-solving skills
• Experience in gathering and engaging in business process analysis
• Strong organizational and planning skills
• Must be detail oriented
• Skilled at prioritizing and completing tasks of multiple priorities in a timely manner
• Confidence working with and interfacing with clients across different parts of the business
• Comfortable working with technology, including web-based systems
• Self-motivated and able to work with minimal supervision
• Able to adapt quickly in a rapid, changing environment
• Requirement: Candidate must be authorized to work in the U.S. without sponsorship and have resided in the U.S. for at least 3 years (consecutively)
• Requirement: Candidate must be able to obtain a public trust clearance