Help Desk Analyst – Jr

Help Desk Analyst – Jr

Requirements

• Bachelors degree in an IT, Business, or equivalent experience
• Ability to obtain CompTIA A+ Certification within 3 months of joining IPPS-A
• Understanding of common human resource issues
• Willing and able to obtain a Secret Clearance (Must be a US Citizen to obtain a Secret clearance)

Responsibilities

• Rapidly answer frequently asked questions or provide solutions to common problems to optimize support and meet required service levels.
• Follow Standard Operating Procedures and provide consultative and analytic problem solving.
• Analyze business process break downs and identifying solutions to ensure mission critical processes can be completed in the system as intended or escalate the incident to Tier 3 support as needed.
• Documented all customer interaction along with incident status and solutions.
• Maintain an updated working knowledge of customer systems and current service desk processes and procedures for IPPS-A applications, tools, and technical solution support.
• Conduct analysis of problems and work to quickly develop and test solutions for non-common questions. Through analysis, documenting findings, and making recommendations, you may influence functional or technical subject matter experts to improve system functionality.
• May require shift work in support of a 12×7 service level excluding Federal holidays and critical incident support on-call if requested.

Preferred Qualifications

• Experience working in an Oracle environment
• Basic ability to run SQL queries, develop queries and investigate data
• Experience in troubleshooting and conducting root cause analysis
• User provisioning and Application Security experience
• Experience with PeopleSoft Human Capital Management
• Experience supporting DoD Army Human Resource Community customers
• Good teamwork, problem-solving, and analytical skills
• Excellent verbal and written communication skills
• Strong follow-up and organizational skills
• Open to learning new technology