Systems Support Technician maintaining robust IT support for PHS and improving health equity through technology. Responsible for computer systems upkeep across various locations in New York.
About the role
- Technical Support Analyst role assisting clients with BMC Helix software issues. Delivering support, troubleshooting, and process improvements in a hybrid work environment.
Responsibilities
- Provide efficient first-level technical assistance to clients using BMC Helix, addressing and resolving inquiries promptly.
- Troubleshoot issues related to BMC Helix, including installation, configuration, and operational challenges.
- Guide clients through the implementation process, ensuring effective usage of the BMC Helix platform.
- Document technical problems and solutions systematically to build a robust knowledge base for future reference.
- Collaborate with product teams to communicate customer feedback and assist in routine software updates.
- Participate in training sessions and webinars to educate users on best practices within the BMC Helix environment.
- Contribute to process improvement initiatives that enhance customer support experiences.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related discipline.
- Minimum of 2 years of technical support experience, ideally within a software or IT service environment.
- In-depth knowledge of BMC Helix and experience with ticketing systems.
- Strong analytical and troubleshooting skills, with attention to detail.
- Excellent verbal and written communication abilities to convey complex information clearly.
- Ability to work independently in a remote setup while managing efficiency and productivity.
- Customer-oriented mindset with a dedication to exceeding client expectations.
- **Preferred Qualifications:**
- Experience in ITIL frameworks or IT service management processes.
- Familiarity with other IT service management tools and methodologies.
- Prior experience in a remote technical support role.
- Relevant certifications in BMC Helix or IT support services are a plus.
- Capability to prioritize tasks effectively and work under minimal supervision.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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