BPM Tech Support Analyst

The Technical Support Analyst's primary responsibility is to provide technical phone support to clients. The Technical Support Analyst is responsible for returning new calls within one hour, following up daily on unassigned calls, and the resolution of any technical problems. In addition, the Technical Support Analyst may be assigned other tasks that contribute to the successful day-to-day operations of the department.

Providing technical phone support to clients includes analyzing and resolving technical issues encountered when running any of Business Performance Management products. May involves extensive researching utilizing Cognos knowledgebase and internal Deltek resources, also analyzing clients' server, workstation, or web configuration for running all products on different environments. Requires recreating clients' issues in a similar environment, testing clients' databases, and identifying program errors.

Knowledge of Windows 2000 and/or 2003, XP, and NT. Experience on NT Server, Web Server, and Oracle database, MS SQL Server databases, LDAP/Active Directory Server, Citrix/Terminal Server. Preferred any experience of Cognos software (Impromptu, PowerPlay, ReportNet, Planner/Contributor), Crystal, but not required. Technical Support/customer service experience is helpful. Good communication skills and troubleshooting abilities are required. Need to be able to work under pressure to handle critical issue in timely manner. Need to take the initiative to improve/learn new information on their own. Need to have a Bachelor Degree in either Computer Science, Software Engineering, Business, Accounting or related discipline or a technical diploma/certification in computer programming or database administration.