IT Support BSA

RESPONSIBILITIES

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 prioritization

REQUIREMENTS:

• 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

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law. This job is not eligible for bonuses, incentives or commissions. Kforce is an Equal Opportunity/Affirmative Action Employer.

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