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Help Desk Analyst II
Robert Half Technology
Cincinnati , OH 45202
Posted 3 months ago
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Robert Half Technology has partnered with a local client in search of an Application Support Analyst. Job Description:
Work as functional / technical SME for Maximo, its add-ons and Partner solutions Monitor the service request queue for new requests (phone and ticketing system) Provide excellent first-level technical support services, take ownership of and responsibility for requests and prioritize them in accordance with procedures and Service Level Agreements Use technical databases and elicit knowledge from team members to research problems and find solutions Clearly communicate technical solutions in a user-friendly, professional manner; maintain resolution history and documentation in the ticketing system Be single point of contact throughout the lifecycle of a ticket; including research and communication of status to customers, vendors, partners and level 2 / 3 support Escalate problems to senior team members Develop targeted solutions using the Maximo configuration and customization tools, to enhance the customer?s use of Maximo as a value added service Contribute to the knowledgebase Participate in after-hours, on-call support for emergency requests on a rotational basis Obtain certification in the basic usage and administration of the IBM Maximo Asset Management product within the first year of employment Work on special projects and performs other duties as required What you need to bring to the job: Excellent customer service skills and a positive attitude are a must as this is a client / partner facing role Proven troubleshooting and problem-solving skills Superb judgment and ability to evaluate requests and provide effective solutions Ability to effectively communicate internally and externally, sometimes to less technical audiences Must be well spoken, detailed-orientated, dependable and flexible Ability to work independently, organize and manage multiple tasks/assignments An internal drive to learn, partnered with good research skills Passion for teamwork and problem solving Computer Science, Information Systems or Information Technology training, associate?s degree or better is desired Familiarity with SQL and report writing tools a plus What the job will provide you: On-the-job training in a top tier EAM system Exposure and growth, with the opportunity for specialization, in technologies that make up our cloud solution SQL Server, Oracle and DB2 dbms BIRT and Cognos report development Development of strong skills in SQL and other scripting languages Membership in a highly collaborative technical team, where team members invest in each other?s development and training A voice - you will be encouraged to voice your ideas and contribute to the company?s success A work experience that will be a positive force in your life If you are interested in this position, please contact Chet Wehrman at or .
Active Directory, Customer Service, IBM Maximo
Employment Type: Contract to Full Time