Business System Analyst

We currently have an exciting opportunity for a Business Systems Support Analyst who will provide support and guidance to users experiencing technical issues relating to software applications.

Primary Duties and Responsibilities

• Provides technical support and guidance to resolve user's software issues.
• Communicates with users via phone, email, online meeting applications, and/or a support ticketing system to assess the scope of the problem and determine what, if any, resolution steps users have performed.
• Applies knowledge of computer software and hardware to assist users in resolving problems.
• Installs or assists with the installation and set-up of new software.
• Maintains knowledge of technical innovations, trends, and best practices; makes recommendations for new software and hardware.
• Drafts or revises user training manuals and procedures.
• Maintains logs of support services provided in the ticketing system or other appropriate database.
• Develops training materials and/or provides onsite training as requested.
• Other duties as assigned.

Experience and Skills

• Ability to work in a team environment.
• Excellent interpersonal and customer service skills.
• Strong analytical and problem-solving skills.
• Works well in a team environment.
• Thorough understanding of technology commonly used by clients and employees.
• Ability to explain technical problems to nontechnical employees.
• Travel required.

Requirements:

• High School diploma or equivalent; a degree or relevant certification in IT is a plus.
• At least 3 years of experience in an IT/customer service role or higher.
• Proficient with Sage 500 and various Microsoft Office applications or related software. Experience and proficient with an HRIS system components.
• Basic knowledge of IT hardware, software, and operating systems.
• Excellent communication and interpersonal skills.
• Problem-solving abilities and patience in assisting end-users.
• A customer-centric approach with a strong commitment to user satisfaction.

Preferred by not required:

• Associate degree in business, Information Systems & Technology, or related field and/or training; or the equivalent combination of education and experience.
• Bi-lingual (English and Spanish)