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Description

This position is responsible for operating the core processing systems and responding to end user helpdesk requests in support of business needs. This position reports to the Manager of IS Operations. The Operations Support Analyst’s role includes receiving, prioritizing, documenting, and actively resolving end user help requests in addition to actively managing ongoing core processing. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

1. Monitors and maintains core processing operations in order to provide continuous on line data processing services in support of TFCU operations.

2. Logs events in the daily operations (i.e. system down, data processing issue, environmental issue) utilizing TFCU’s helpdesk tool.

3. Logs incoming help requests from end users in a courteous manner utilizing TFCU’s helpdesk tool.

4. Troubleshoots and resolves end user requests. If appropriate, escalate issues to specialists in the IS department.

5. Documents problem solving outcomes using the TFCU helpdesk tool in order to provide a historical reference and troubleshooting guide. This information will be utilized as a knowledge base for future issues.

6. Responsible for operating the core processing system, peripheral equipment/connections and supporting systems. The position monitors the various on line systems and associated software. The Operations Support Analyst responds to messages received from the system and takes the appropriate action to verify the operating status of the computer and data communications systems.

7. Documents/updates all pertinent end user identification information, including name, department, contact information, and nature of problem or issue while soliciting problem details. Assigns and reviews open tickets to ensure that necessary services are procured for help desk callers. Performs post-resolution follow-ups to help requests.

8. Provides call tracking support for Fiserv issues to include logging new calls, pulling regular status updates on all open issues, and soliciting input from various Information Services staff regarding complex issues.

9. Responsible for the accurate documentation and recordkeeping to include the tracking of software licenses and hardware inventory.

10. The Operations Support Analyst must continually expand knowledge base in support of software and hardware used by the organization. This position requires a broad-based of knowledge to include core system operations, hardware/software troubleshooting, and basic telecom management/troubleshooting.

11. Downloads and tracks software updates necessary for end user applications. Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.

12. Evaluates documented resolutions and analyze trends for ways to prevent future problems. Develop help sheets and frequently asked questions lists for end users.

13. Performs related duties when assigned.

Skills

Operation, Support, Windows, Security, Operations analysis, Application support, Active directory, Troubleshooting

Top Skills Details

Operation,Support,Windows,Security

Additional Skills & Qualifications

 Must possess proficiency in Microsoft Office.

 Must possess knowledge and proficiency in personal computer use, preferably with Windows 7/10 Workstation and Windows 2012 Server applications.

 Knowledge of HPUX operating system preferred.

 Knowledge of Spectrum Core Processing preferred.

 Ability to interact effectively with technical and non-technical users at all organizational levels

 Ability to provide explanation or instruction and respond to questions in one-on-one situations in person and/or over the phone

 Ability to follow detailed written and oral instructions.

 Ability to define problems, collect data, establish facts, and draw valid conclusions.

 Ability to deal with several concrete variables in a variety of situations

 Able to take and follow directions

 Able to work independently

 Ability to prioritize tasks and complete daily job assignments

 Ability to organize workload to accommodate competing deadlines.

 Ability to work productively and professionally under stress.

 Ability to resolve controversial or delicate matters skillfully.

 Ability to respond to common inquiries and complaints.

 Ability to maintain sensitive and confidential information.

 Ability to interact effectively and professionally with colleagues and supervisors

Experience Level

Entry Level

Pay and Benefits

The pay range for this position is $30.00 - $35.00

• Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Laurel,MD.

Application Deadline

This position will be accepting applications until Jan 20, 2025.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.