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Towson, Maryland - USD Full Time Posted: Wednesday, 16 May 2018
 
 
Analyzes and responds to enterprise application support requests, including
directing the user to knowledgebase articles or elevating to vendor support or
BCPS Tier 2 and 3 support team members as appropriate.
Demonstrate a strong understanding of existing knowledgebase articles, their
location and be able to direct users to them when appropriate.
Demonstrate an understanding of the interdependence of various enterprise
applications in order to determine appropriate support pathways.
Utilize an online ticketing system to route, monitor and respond to support
requests within identified timeframes in service level agreements.
Provide tier one support to end users in the effective use of enterprise
applications.
Demonstrate effective verbal and written communication skills.
Track support requests to identify reoccurring and outstanding issues.
Assist with maintaining and assigning appropriate user rights within specific
enterprise applications.
Work collaboratively with programmers, developers and quality assurance testers
to ensure effective and efficient use of applications.
Gather and deliver user feedback to product owner.
Review, correct and prepare documents and reports as they relate to student
data under the direction of the supervisor,
Reconcile discrepancies between state and local student information,
investigating and troubleshooting issues and implementing corrective actions
once approved.
Process a variety of internal and external requests for student information

Towson, Maryland, United States of America
IT
USD
Encompass IT Security Solutions
Encompass IT Security Solutions
JS2365_FCFEFA4DF4F443304E14DC311FD67FA5/418209239
5/16/2018 3:02:23 PM

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