IT Support BSA

Description Kforce has a client that is seeking an IT Support BSA in Wilmington, MA.

Duties Include:

* Analyze, troubleshoot and drive incidents towards resolution include steps needed to solve the issue
* Data gather, reproduce, and log defects as appropriate
* Provide additional logs, screenshots, or other supporting information as necessary
* Identify workarounds for defects, communicating with users as necessary, as well as document work arounds in defect document
* Provide data extracts for query requests/reports using SQL database tool if necessary
* Appropriately routes issues not resolved to the correct team for resolution, include documentation for all troubleshooting and triage steps taken
* Submit change requests to correct issues found in incidents which require action outside of the application, validation is also required once request processed
* Ensure incidents are properly updated to provide current status and include documentation on analysis of current issue
* Work closely with other departments when issues require wider analysis
* Assists in identification of trends in incidents, recommending recurring issues for problem management processes
* Update support documents for new releases, patches and troubleshooting/how to scripts to reflect production changes
* Capture documentation for incidents submitted as enhancements for future application releases to share with the Development team for prioritizationRequirements
* Strong organizational and analytical skills to assist in multiple projects
* Strong customer service focus, organizational skills and ability to multi-task with excellent time management skills required
* Strong verbal and written communication skills
* Technical skillset with SQL tool for database query and reporting is preferred

Job Type Contract Compensation
60 - $75