Job Details: Software Technical Support Analyst
| Job Title: | Software Technical Support Analyst |
| Company: | Burgess Associates |
| Position Type: | Permanent |
| Pay Rate: | DOE |
| Skills: | Java, Unix, HTML, SQL |
| Date Posted: | May-07-08 |
Position Summary
The Software Technical Support Analyst I will work under the direction of the Quality Assurance Team Lead and AVP Application Development in providing level 1 technical support and troubleshooting for problems with software related issues for internal and external customers; ensuring issues are resolved in a timely fashion; escalating urgent problems requiring more in-depth knowledge to appropriate internal resources. The incumbent will work with Application Development staff to validate and certify changes to Client applications and serve as technical support for different development projects. This position will also perform software testing and upgrade procedures, and recreate and analyze software problems to contribute to future engineering and development.
Duties and Responsibilities:
• Provide level 1 support for Client-developed software applications.
• Responsible for basic administrative and technical support functions for 3rd party software used by internal staff, including TeamTrack and SharePoint.
• Execute test plans and test cases as needed to support the Quality Assurance team.
• Create and execute unit testing scripts as needed to support the Development team.
• Maintain and execute automated testing scripts.
• Keep an electronic record of application deficiencies found in testing.
• Maintain technical and knowledgebase documentation.
• Perform diagnostics of problems, troubleshoot and develop technical solutions for customer problems related to software and setup errors.
• Complete simple code and SQL related production support issues.
• Maintain testing suite; equipment, software, installation, virtual environments, and documentation.
This position requires work to be completed both independently and as a team member in various situations, maintaining composure and a positive attitude while multitasking in a fast-paced environment.
ESSENTIAL JOB FUNCTIONS & DUTIES:
Position may be required to perform other duties as required.
% of time
1. Production Support for Software Applications 40%
2. Software Testing Support 40%
3. Test Environment Maintenance and Support 10%
4. 3rd Party Software Administration and Support 10%
Responsibilities and Duties
• Object-Oriented Analysis and Design.
• Object-Oriented Programming.
• Database Management.
• Data Structure.
• Computer Networking.
• A sincere desire to learn and the ability to learn quickly.
• Excellent written and verbal communication skills.
• Must be a team player, and work well with others.
• Strong analytical skills and attention to detail.
• Strong troubleshooting and problem solving skills.
• Strong organizational and critical thinking skills.
• Multi-tasking and load management abilities.
• Follow-through skills.
• Ability to present technical information to both technical / non-technical audience.
Experience
MUST HAVE:
• BS degree in Computer Science, Information Systems or related field.
• 0 to one year of professional work experience.
• Knowledge of ASP, JSP, HTML.
• Knowledge of SQL is required.
• Experience using Web applications.
• Experience using Windows client applications.
• Familiar with Microsoft Office.
• Knowledge of a variety of computer software, network systems, operating systems, and installation procedures.
OTHER HELPFUL EXPERIENCE:
• Java experience preferred.
• JavaScript a plus.
• VB or VB.NET experience.
• Experience with automated testing tools is a plus.
• Experience with XML and Web Service applications.
• Experience with MS Windows 2003 server.
• Familiarity with the Unix environment.
• Experience with MS SharePoint server.
• Technical Support, Customer Service or Help Desk experience in software environment.
• Experience with SDLC procedures and processes are helpful.
May additional equivalent education above the required minimum substitute for the level of experience? Yes
Education Requirements
Bachelor's Degree
Computer Science, Information Systems, or related field.
| Location: [rss] | US-VA-Herndon |
| Telecommute: | No (Onsite Position) |
| Contact Name: | |
| Contact Phone: | |
| Contact Email: | JDKinnear@Burgess-Associates.com |
Principals only. Recruiters, please do not contact this job poster.
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