Robert Half Technology Application Support Analyst in Newport News, Virginia

With more than 100 locations worldwide, Robert Half Technology is a leading provider of IT professionals on a project and full-time basis for initiatives ranging from web development and systems integration to network security and technical support. Through our alliances with industry-leading organizations such as HDI® and the Microsoft® Partner program, we have access to client companies that other staffing firms don't. In addition to our free job search services, we provide our candidates with access to free online technical training and a competitive benefits and compensation package.

Our parent company, Robert Half, once again was named to FORTUNE® magazine's list of "World's Most Admired Companies" and was the highest-ranked staffing firm. (March 1, 2016)

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Req ID: 04310-9500196630

Functional Role: Help Desk/Tech Support II

Country: USA

State: VA

City: Newport News

Postal Code: 23601

Compensation: DOE

Requirements: DESCRIPTION Summary of Position The Application Support Analyst is responsible for performing a variety of tasks spontaneously. This position is required to support the Company's operations by assisting users with a variety of tasks, day to day applications and IT operations of the Help Desk including response timeline. Application Support Analyst is also responsible for maintaining daily performance and monitoring of company database, web and application systems. This role is also responsible for Level 2 IT Helpdesk support by backing up the Level 1 Helpdesk personnel. When needed, this position will also be asked to perform Level 1 & Level 2 development tasks, directed by the IT Manager and/or Supervisor. Detailed Responsibilities HELP DESK Provides Level 2 IT support and answers incoming helpdesk calls and/or assists other support and development personnel Evaluates, analyzes and prioritizes and escalates support tickets based on need and impact. Refers helpdesk tickets and support calls to the appropriate team, manufacturer and/or consultant. Provide accurate and up to date logging on all systems, support tickets and projects. Prepares weekly and monthly statistical reports Consult as needed with off-premise support personnel as needed. Conducts morning review of open support tickets from previous day. IT SUPPORT Provides Level 2 IT support and answers incoming helpdesk calls and/or assists other support and development personnel Supports users on various company approved software packages including Microsoft Office, Great Plains, remote desktop services as well as line of business applications Adheres to the technical standards and established procedures of the IT/IS Department Prepares reports, memoranda and instructional manuals as documentation. Coordinates efforts with other IT/IS team members and end users. Acts as an interface between hardware/software manufacturers and consultant for maintenance and integration. Assists in maintaining software licensing agreements including maintaining a current inventory for the company Provides technical documentation and user acceptance testing. Assists in installing, upgrading, testing software packages and updates. Assists level 1 helpdesk in resolution of complex network problems. Maintains familiarity with local/wide area network and line of business applications installed throughout the network. OPERATIONS IIS & SQL Database maintenance. Runs and monitors daily, weekly and monthly operation processes and tasks to ensure successful completion IS LEVEL 2 SUPPORT Provide documentation to Level 1 support team and the HR Dept. on training materials for current applications and interfaces as well as any new systems being moved into Production. Assist Level 1 support with IS Dept. supported applications when additional research and a higher level of knowledge is needed. Escalate support issues to Level 3 (IS Dev Team) when they are unable to be handled by Level 2. Provide "User Acceptance Testing" on new applications and interfaces under development by the IS Team. Educate and support our SQL Server databases from SQL 2000 to 2012. This will require the role to know how to setup maintenance plans, backups, user security and roles as well as understand database activity and analysis. Database high availability required. Educate and support our other software applications and interfaces between them. This includes SAP, Mastermind, Field One, SQL Server, SQL Reporting, Intellitouch, etc. Educate using Visual Studio using C# and .Net programing languages and any other development tools needed. Experience Required 3-5 years of experience in the field or in a related field Communication skills necessary to exchange information on factual materials Ability to understand and transmit instructions Education Required Associates Degree and/or vocational training or work related experience Training for computer and peripheral operation