Veterans EZ Info Systems/Helpdesk Analyst (remote/telecommute) in Austin, Texas

Systems/Helpdesk Analyst (remote/telecommute)

  • Austin, TX

  • Full Time

  • Mid Level

  • VetsEZ (Veterans EZ Info, Inc.), a verified Service Disabled Veteran Owned Small Business (SDVOSB), is a leading provider of information technology services to commercial and government markets. VetsEZ is a company of Subject Matter Experts that have a deep expertise in the area of enterprise clinical terminology authoring, editing, maintenance, review and update capability which supports synchronization of clinical terminology across VA systems. VetsEZ strongly believes in making complexity EZ by providing tangible solutions that improve day-to-day business transactions, maximize efficiencies, eliminate risks and reduce costs for our clients.

We are currently seeking a Systems/Helpdesk Analyst for an 100% remote position.

Job Description

  • Provide tool user customer help desk/support for the Rational and Primavera product lines

  • Provide support server support coverage on Monday through Friday, excluding Federal Holidays, from 6AM – 7PM Eastern time.

  • Provide after-hours and weekend server support coverage

  • Provide response to all user-reported questions and requests regarding application software, systems and/or database content and availability, such as requests to download software media, questions about tool-based procedure, inquiries about planned upgrades to creation of new user accounts, modifying a user’s role, to tool-based workspace implementations and tool to tool data migrations.

  • Record all status and resolution data on problems reported in the VA required service ticket system for constant monitoring of problem resolution status.

  • Diagnose database, hardware and software problems, and repair, re-configure or replace defects as indicated.

  • Troubleshooting, including the identification of operational issues and root causes, research and testing of solutions, documentation of findings, evaluation of options, development of alternatives, and justification of recommendations.

Required Skills and Experience

  • Ability to quickly learn new technologies

  • Documentation experience within an ticketing environment

  • 5-8 years of experience provide remote technical support in a high-volume environment

  • Strong sense of urgency paired with a quick response time

  • Bachelor’s degree in Computer Science

Perks and Benefits

  • 100% telecommute position

  • Medical/Dental/Vision

  • Simple IRA with 3% matching

  • PTO + Federal Holidays

This is a full time / work from home opportunity. Sorry, we are unable to offer sponsorship. Veterans are strongly encouraged to apply.