Technical Support Analyst II

SunGard HTE Inc., is a leader in government information technologies, providing a broad range of innovative software solutions to nearly 2,200 government offices, agencies and utility companies throughout North America. The company's products address the wireless computing requirements of a rapidly changing public sector market and support the end-to-end delivery of e-government access to citizens. We are currently seeking a Technical Support Analyst II.

Technical Support Analyst II provides level 2 IT help desk support for our external customers with problems related to hardware, software, network and telecommunications technology. Receives trouble calls, performs analysis and troubleshooting to resolve level 1 and 2 user issues. Qualifies the type of problem the customer is having, enters information into client management software system, follows up with the user, and if necessary, redirects the trouble calls to the appropriate support team. Must have great customer service skills. Must take initiative, and always look to enhance and automate support processes to increase productivity. Must have either experience in iSeries operations or some the iSeries programming. Must be proficient in the operations of PC’s and Servers and familiar with major office automation software.
REQUIREMENTS
• At least 5 years AS400 experience, CL commands, OS updates, communications
• Programming experience a plus
• Some Microsoft server/workstation operating systems.
• Microsoft Office products.
• Network technologies configuration, administration and troubleshooting.
• A minimum of one year of experience in Help Desk and/or Desktop/Server support in a call center environment.
• Thorough understanding of call flow process, call handling, service level agreements, and call priorities.
• Excellent customer service focus, communication skills and strong troubleshooting skills.
• Associate’s degree from two-year College or technical school, or one to three years equivalent experience.

WE ARE ONLY ACCEPTING RESUMES DIRECTLY FROM APPLICANTS FOR THIS POSITION. THIRD PARTY AGENCIES PLEASE DO NOT APPLY. THANK YOU.

YOU MUST BE LEGALLY ENTITLED TO WORK IN THE UNITED STATES.

SunGard HTE, Inc is proud to be an Equal Opportunity Employer!
Candidates may submit their resume along with salary requirements to [Click here for email]