Help Desk Engineer Job at Ameriinfovets, Inc.
Help Desk Engineer
Location: Baltimore MD
Duration: 1 Year
Work Schedule: Alternating weekly work shifts:
Week 1: Monday through Friday from 6:30 AM to 2:30 PM
Week 2: Monday through Friday from 10:00 AM to 6:00 PM
General Job Description:
Provide production operations support and manage incoming queries and enhancement requests from end users while supporting other program areas that align with the candidate’s skill set and interest (ie, Requirements, Development, Validation Testing, Data Analysis, and/or Security).
Specific Job Description:
- Provides Tier 1/Tier 2 support for Data Warehouse and Portal applications, performing the following tasks:
- Captures customer requirements, issues, and requests and communicates to technical and management resources. Generates daily, weekly, and monthly customer reports. Generates user notifications regarding outages, new releases, general communications, etc. Assists in the documentation and analysis of requirements.
- Monitors the resolution and timely escalation of customer issues and requests to internal technical teams and management.
- Develops weekly and monthly program reports to support the development of the monthly newsletter and provides the status of requests to the customer, user community, and internal team members.
- Provides analytical and troubleshooting support to the application user community.
- Conducts a daily assessment of production workloads, including file load status and data quality checks.
- Conducts application checks daily and highlights issues to the Operations team.
- Collaborate with other partner Help Desks for processing of tickets per defined processes
- Provide application development lifecycle support while receiving on-the-job training in one or more of the following program areas: Requirements Definition, Code Development, Data Analysis, Security, and/or UI, Data, and Functional Validation Testing.
- Evaluates internal support processes for continuous improvement opportunities. Documents and maintains Standard Operating Procedures.
- Participates in technical and non-technical meetings, documents meeting agendas, and captures meeting notes.
- Responsible for supporting planning activities and monitoring schedule milestones and deliverables.
- Must possess effective organizational, interpersonal, oral, and written skills, strong analytical and problem-solving capabilities, and close attention to detail.
- Must be a team player, able to multi-task in a dynamic environment, willing to expand knowledge and take on new responsibilities, and have general knowledge of the software development lifecycle (SDLC).
Specific Experience: Prefer two years of IT experience in a data warehousing environment and working knowledge of MS tools (MS Word, Excel, PowerPoint, Office, and Project).
General Experience: Requires 2-4 years of user support experience with an understanding of the SDLC processes and one or more ticketing systems (ie, JIRA, ALM, Remedy).
Experience in Requirements, Development, Validation Testing, Data Analysis, Security (AWS Security Hub and Splunk), and SQL is a plus.
Education: Bachelor of Science in a related IT field or equivalent years of experience. Comp TIA Security+ certification is a plus but not mandatory.
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