Technical Analyst - NRM82613
Technical Analyst - Client Tier/Office Products
Job Description:
The person needed for this position will provide 3rd level support to business partners company-wide on multiple and varied end-user desktop software tools.
Experience with SMS Installer and Windows Installer are recommended.
Experience in Visual Basic for Applications (VBA) Scripting is a plus.
Customer service, strong communication skills (verbal and written), organization and the ability to multi-task is key to this role.
The role requires an individual who is able to work with little supervision, is a self-starter, and also works well within a team environment.
The selected resource will be responsible for answering questions, conducting problem resolution and performing customer consultation in the use of the products listed below.
Prior experience with the products is recommended, but not required, with the exception of Microsoft Office.
Prior experience on a 1st Level, 2nd Level or 3rd Level team is recommended. This includes, but is not limited to, working in HP Service Desk and resolving Business Partner service calls through various forms of communication (email, telephone, etc.).
Required Skills:
High degree of familiarity with Microsoft Office
An understanding of Windows XP
Able to learn new products/technologies quickly
Strong verbal and written communication skills
Recommended experience/skills:
Experience with SMS Installer and Windows Installer.
Experience in VBA Scripting.
Evaluation and Implementation
Evaluation, testing, and implementation of new software and new versions of supported products.
Work with other team members within the unit on the installation of software.
Development of documentation that will be used to communicate new features and functionality to end users/business partners; also documentation of install procedures.
Development and delivery of product presentations/training/demos upon request to introduce and familiarize users with new features and functionality.
Troubleshooting and Problem Resolution
Answer problem calls and assist other team members with troubleshooting and resolution.
Interface with other areas such as the Infrastructure team, OS team, Issuance team, and others to coordinate issuances, resolve problems and maintain a stable environment.
Learn and effectively utilize Problem Tracking Database (HP Service Desk) to thoroughly document problems and solutions.
Identify, document and communicate problem and enhancement requests to team leadership/management.
Additional Knowledge in: Adobe Acrobat Pro, Adobe Acrobat Elements, Adobe Framemaker, Adobe Illustrator, Adobe InDesign, Adobe Photoshop, Adobe Photoshop Elements, Adobe Reader, Adobe Type Manager, Easy CD Creator, FlowCharter, FrameMaker, Gameshow Pro
JetForms Design/Filler, Microsoft Access, Microsoft Encarta, Microsoft Excel, Microsoft Office (all versions), Microsoft Office Tools, Microsoft PowerPoint, Microsoft Project 2003, Microsoft Publisher, PhotoImpact, Portfolio Browser (clipart), Quicken, TypingMaster, Visio
Visio Viewer, WinFax/WinXP Fax, Word
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Computer Services 
