Crystal Reports Writer

Since its founding in 1978, SRA has successfully performed thousands of high-level projects delivering sophisticated information technology (IT) systems and solutions to the U. S. Government and commercial organizations. We combine extensive domain knowledge with technical expertise to help our clients improve their performance. Our capabilities span the system development life cycle and include systems integration, as well as data and text mining services and solutions. SRA is consistently recognized as an IT leader by clients, industry associations, and business and technology publications.

Daily Responsibilities: Record, manage, and track clients end-user queries, operational problems, and service requests relating to IT processes, policies, systems, and usage. Provide first level of interaction for all incoming trouble calls, information requests, service requests, and inquiries from client's end-users. Typical calls may range from general questions, requests for support of applications, IT security issues and profiles, application access, printer drivers, hardware usage, hardware and software problems and questions and other client IT related requests. Diagnose, troubleshoot and resolve or forward for resolution questions/problems pertaining to FDIC-supported hardware and software applications. Refer problems to third-party service providers as appropriate. Enter, track, and manage all customer requests from initial call to problem resolution and keep the customer informed of status. Provide liaison and repair coordination with service provider(s) when necessary to resolve a problem. Open and properly close trouble tickets using an automated trouble-ticket tracking system. Coordinate service requests for scheduled support activities. Provide technical assistance and limited tutorial support to end-users for MS Office products and other core software applications. Answer questions regarding Internet and intranet usage. Provide administrative assistance with passwords, login procedures, and network services. Use call statistics data to perform problem analysis and trend analysis to identify problem areas and assess how improvements in service can be achieved. Participate in project planning activities. Daily Responsibilities Continued working daily with Remedy Reports Analysis and CRYSTAL REPORTS Required: Degree None Required: Skills Crystal Reports, Remedy, general database management
REQUIREMENTS
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