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.
Required Skills and Education
Must be eligible for security clearance (US Citizenship is required).
VEVRRA Federal Contractor
Equal Opportunity Employer of protected veterans