Support Triage Analyst
One80 Intermediaries
full-time
Posted on:
Location: Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $51,800 per year
Job Level
JuniorMid-Level
About the role
- Analyze all incoming systems tickets and recreate issues, troubleshoot, and train end users
- Assist with systems security for assigned systems as directed by ITS management
- Serve as a liaison between the development team and the business regarding ticket communications
- Evaluate incoming tickets to understand issue, scope, impact, and urgency
- Track and assign tickets according to capacity for each area, ensuring standards and processes are followed, and completing documentation as needed from ITS management
- Facilitate status meetings to review progress and status of open tickets, escalating issues to ITS management when appropriate
- Assist developers with issues, concerns, and eliminating blockers to keep tickets moving along
- Follow department incident procedures for major outages
Requirements
- Bachelor's degree in business management, computer science, or related field
- 2+ years of related experience, including configuration or process analysis within various CRM and administrative systems
- Experience with software development lifecycle methodology and models preferred (i.e., Waterfall, Agile)
- Strong problem-solving abilities using critical thinking that applies logic
- Detail oriented with the capability to deliver a high level of accuracy
- Demonstrated ability in all the following areas – learn technical and functionality concepts quickly with a high level of retention
- communicate technical, functionality concepts verbally and in writing
- organize and prioritize workload with multiple projects and deadlines
- work well under pressure in a fast-paced environment
- handle frequent and often unpredictable changes