Career Evolutions is looking for a Service Desk Analyst (Tier 3) for a fast-growing health & wellness company based in Scottsdale, AZ. It's a Contract opportunity with a compensation up to $30 per hour.
You will focus on technical issues that cannot be resolved by levels Tier 1 and Tier 2 Service Desk Support Analysts, as well as, proactive application performance monitoring. You will be performing proactive monitoring and application health status reporting. You are also responsible for collecting information through a customer conversation, accessing support tools, and implementing proper document of processes.
Liaise with Tier 1 and Tier 2 Service Desk Support Analysts, Development team and Product owners on corrective actions or viable workarounds to resolve incidents and problems.
Diagnose and resolve issues related to data, application program code errors, and system performance, operating environment or third party system problems.
Call management including logging, monitoring / updating, prioritizing and resolving calls, emails and indirect inquiries in a timely fashion.
Create scripts (SQL / Application based) as needed for monitoring applications for use as one off or to support reoccurring issues.
Maintain dashboards, queries, metrics, and notifications on which service desk and infrastructure team members should take action.
Creates detailed plans for the execution and implementation of new support processes.
Create knowledge base entries and Job Aids; present team learning/training sessions related to areas of expertise, or need.
Effective communication, presentation and interpersonal skills are essential, including the ability to accurately analyze problems, explain solutions, and present technical solutions to end-users in a non-technical manner.
Working with cross-functional teams to affect collaboration, resolution of issues and community building across multiple functions.
SKILLS & QUALIFICATIONS:
Bachelor’s degree or equivalent experience; a degree in Information Technology is preferred
3+ years’ experience in a Software Support environment
2+ years of writing complex SQL queries/scripts to extract, add, update and delete data in SQL tables.
Experience with utilizing an Application Performance Management tool (i.e. AppDynamics) (Plus)
CompTIA Certifications: A+, Network+, Security+; Microsoft Certifications: MTA or MCSA (PLUS)
Knowledge and Troubleshooting experience of POS Systems (PLUS)
Founded in 2008, Career Evolutions is a leading Executive Search based in Scottsdale, Arizona. Career Evolutions provides products and services to identify top talent, develop employees, and maximize human capital to enhance the bottom line. For more info, please visit www.careerevolutions.net, check out our Current Opportunities, and contact us via phone 480.626.5253.