What are the responsibilities and job description for the Customer Support Analyst position at Beacon Systems, Inc?
Job Details
Beacon Systems, Inc, delivers Program Management, Science, Engineering, and Technology Solutions to Federal, Commercial State, and Local Agencies. We are a subsidiary of Radiant Digital Solutions. Our Technology support to many DoD Agencies, NASA, Voice of America, FDA, and State Agencies such as State of FL, RI, MS, ND, VA, and WV extends our delivery of solutions worldwide.
We are looking for a Customer Support Analyst position at onsite _ Tallahassee, FL
Request you to make sure your updated Resume highlights all the below-mentioned required Skills & Experience.
Position: Customer Support Analyst
Duration: 36 Months
Location: Tallahassee, FL
Responsibilities:
Service Tasks: Contractor will perform the following tasks in the time and manner specified:
1. Respond and Resolve inquires related to the use of the surveillance and case management portals received via Help Desk line or Cherwell ticket management system as needed by the end user.
2. Answer email inquiries related to the use of the systems daily as needed by the Department.
3. Create and submit help desk tickets in the Cherwell portal based on technical assistance requests received via Help Desk daily as requested by Project Manager.
4. Provide help desk ticket updates through the Department s Cherwell system daily as needed by the Department.
5. Set-up new accounts authorized by the Section staff and Project Manager within 24 hours from receipt of Department approval.
6. Unlock system accounts for users as reported in the Cherwell system and assist with password resets in a timely manner from receipt of requestor.
7. Conduct statewide webinar trainings on new features of systems to end users and develop user manuals of systems as needed by the department.
8. Assist with testing of new features of systems daily as directed by the department.
9. Document business processes for existing and new system features for applications as needed by the Project Manager and Department.
10. Provide systems implementation support during regular and off hours as needed by the Department on a monthly basis.
Qualifications And Experience:
Contractor staff assigned to this agreement must possess the following minimum qualifications and experience:
1. Three years of experience in a help desk environment (i.e. providing technical assistance, answering support calls, etc.)
2. Three years experience writing SQL queries against SQL databases.
3. Two years of experience working with surveillance, case management, and reporting systems.
4. Two years of experience writing technical and developing training documentation materials and recording training videos
5. Two years of experience supporting Healthcare IT applications specifically Fiscal reporting, Electronic Labs ordering and resulting, Data to Care, Ryan White Portal, Counseling Testing & Linkage systems.
6. DevOps foundation or above certification required
Compensation
Compensation for roles at Beacon Systems Inc depending on a wide array of factors including, but not limited to, the specific office location, role, skill set, and level of experience. As required by applicable law, BeaconGov provides reasonable range of compensation for this role.
EEO Statement
Beacon Systems is dedicated to fostering an inclusive and diverse work environment. We ensure equal employment opportunities for all individuals, regardless of their race, color, religion, gender, national origin, age, disability, or any other legally protected characteristic. Our commitment to being an equal-opportunity employer extends across all aspects of employment, from recruitment and hiring to promotions and benefits. We firmly believe in treating all employees and applicants fairly, based on their qualifications, skills, and performance.
