Job Description

The Analysts will support the PRISM go live. PRISM will be a significant change for all employees accessing the new HR system and we need to be able to provide users with support if they have difficulties.

They will need to Learn our phone and ticketing system. The system is web based and SSO so they will be expected to be able to reset AD passwords and troubleshoot basic browser issues. Then document what issues they see, what the solutions are and details of problems in escalation tickets.

Work Location: Must reside in New England. Ability to be onsite in Augusta as needed.

Primary Responsibilities:

• Provides technical assistance, support, and advice to end users for hardware, software, and systems.
• Provides hands-on technical assistance to business and technical users.
• Investigates and resolves computer software and hardware problems of users.
• Serves as a contact for level 1 support.
• Serves as a contact for users having problems using computer software, hardware, and operating systems, and escalates as necessary.
• Determines whether problem is caused by hardware, software, or system.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Talks with technical and non-technical co-workers to research problem and find solution.
• Asks user with problem to use telephone and participate in diagnostic procedures, using diagnostic software or by listening to and following instructions.
• Experienced with a variety of call-tracking software and systems.
• Reads trade magazines and engages in independent study to maintain current industry knowledge.
• Follow quality standards and displays strong customer service skills.
• Ability to work in a team environment.
• Complete assigned tasks.

What you'll have:

• Years of Relevant Experience: 1 to 3 years support experience
• Strong communication skills; both written and spoken.
• Exceptional Customer Service skills
• Strong troubleshooting and documentation skills

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