Help Desk Support Analyst I

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Description

Help Desk Support Analyst Level I

The Help Desk Support Analyst Level I supports the business with all issues that arise with business systems in our production environment. This position acts as a liaison between end-users, developers, IT, consultants and other organizations in the analysis, design, configuration, testing and maintenance of Service Management systems.

What You’ll Be Doing

• Provides company wide support for all issues that arise within business systems. Understands where and how to get solutions required.
• Consult with business unit managers and personnel to identify, define and document business needs and objectives, current operational procedures, problems, input and output requirements, and levels of systems access
• Investigate and resolve IT problems, working with vendors on technical matters to prevent problems and optimize problem solving.
• Identify, investigate, and advise on emerging technologies and products, and assess their suitability of use within the overall IT strategy.
• Analyze the feasibility of, and develop requirements for, new systems and enhancements to existing systems; ensure the system design fits the needs of the users.
• Track and fully document changes to functional and technical specifications; write detailed, universally-understood procedures for permanent records and for use in training.
• Identifies opportunities for improving business processes through information systems and/or non-system driver changes; assists in the preparation of proposals to develop new systems and/or operational changes.
• Reads and interprets functional technical literature and translates in terms understandable to end-users
• Participate in business process engineering/ continual improvement projects as a key technology stakeholder.
• Researches and prepares statistical reports using data from systems and internal surveys. Consolidates information into cohesive and understandable correspondence for use in management decision-making.
• Participates in user acceptance testing and testing of new system functionality.
• Other duties as assigned
  
  

What We’re Looking For

• 5 years of experience in the IT industry with a conceptual understanding of IT principles such as Applications, Web Technologies and Databases.
• 3-5 years’ experience incident handling experience with PC software applications, MS Operating Systems including Windows 7, 8.x, and 10.
• 3-5 years of experience in business process analysis, major computer system implementations, change management, large group facilitation, and/or major analytical or research studies.
• Experience with  principles and practices of producing effective project documentation including business functions, desk manuals, and configuration documentation.
• 1-2 Years of SAP experience in multiple areas.
• Significant experience in developing business requirements and technology specifications.
• Working knowledge of methods of developing business requirements and technology specifications.
• Experience delivering technical solutions from concept, selection, installation, testing, implementation and support.
• Knowledge of principles and practices of producing effective project documentation including business functions, desk manuals, and configuration documentation.
• Experience with application development and software development life cycle methodologies.
  
  

Bonus Points

• Network , A , IT Fundamentals and Windows workstation certifications in the Microsoft Certified Professional Program.
  
  

Education

• Bachelor’s Degree required.
  
  

Travel

• 5%
  
  

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by calling 1-877-778-8707.

Park Place Technologies is an Equal Opportunity Employer M/F/D/V.

Park Place Technologies has an in-house recruiting team that focuses exclusively on the hiring needs of our company. We are not currently accepting additional third-party agreements or unsolicited resumes. If you would like to be considered as a preferred partner with Park Place Technologies, please submit your detailed information to careers@parkplacetech.com. Any CVs submitted directly to hiring managers will be considered unsolicited and become the property of Park Place Technologies.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)