Support Desk Analyst (Financial Systems)
US-Remote
Careers (External)
Req #: 7342
Type: Full-Time
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Overview: GovCIO is currently hiring a Support Desk Analyst (SDA) that provides financial systems services assistance for users. The analyst will be required to have troubleshooting, analytical, and decision-making skills to provide support and resolution to end-user issues or questions. The incumbent will provide operational and technical support to resolve application, functional and technical issues associated with the Judiciary financial management software applications. Ths position is located within the United States and will be a full remote position. Responsibilities: * Provide support for Judiciary-unique financial management software applications * Utilize ITSM tool to create or track issues/requests * Provide timely updates to tickets * Perform remote troubleshooting * Determine the best solution based on the issue and details provided by user * Properly escalate unresolved queries to the next level of support * Ensure proper recording, documentation, and closure for each issue * Follow up with users, provide feedback and see problems through to resolution * Preserve and grow the knowledge base for supported applications * Review and provide recommendations regarding application instructional or procedural documentation Qualifications: Bachelor's with 2-5 years (or commensurate experience) Required Skills and Experience * Minimum 2 years of IT work experience * Strong understanding of troubleshooting IT issues * Flexibility and adaptability to handle different product service calls * Good verbal and written communication skills Clearance Required: Must be able to acquire and maintain an AOUSC Public Trust Preferred Skills and Experience * Experience with ServiceNow * Software application Management experience * Networking/Security experience * Knowledge of the following products: * Microsoft Office & Teams * Understanding of ITIL best practices * Background in federal court operations * Court experience with financial management applications
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