MapicsXA & Trackit Technical Analyst (1474 - 2275) in Valhalla, NY

MapicsXA & Trackit Technical Analyst (1474 - 2275)6 Months Contract in Valhalla, NY 10595Local candidates only eligible for this roleJob Description :-Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware. Handles problems that the first-tier of help desk support is unable to resolve. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to Senior Level. 2 - 4 years of experience.The Help Desk Analyst will be responsible for taking inbound calls and emails and entering in the TrackIt system, assigning to technicians and troubleshooting Level 1 issues, covering applications and servers, partnering with backline teams and operations to prevent problems. Escalates and monitors until resolution more complex problems to Senior Level.The Help Desk Analyst will handle first (second in particular instances) level support and guide the customer to the next level for more in depth troubleshooting. The Help Desk Analyst must be able to document all calls and emails, provide excellent customer service, and self direct their daily tasks.The HD Analyst will provide TrackIt reports and analyze trends to make recommendations to management. Update, track, report and propose solutions of work orders compliance in accordance with business Service Level Agreements. The HD Analyst will provide weekly open, closed tickets and department scorecard reports.The Help Desk Analyst also has the responsibility to document and track department assets; assist in the collection of Sox documentation and processing utilities expenses.Application and Server technology to support are: Mapics XA, IBM iSeries and Intel Servers.Required Skills :-Associate degree in Computer Science or minimum of two years working in a support / help desk role and with required applications and servers.Experience with TrackIT 8.5, developing reports utilizing Crystal reports and monitoring performance metrics.Experience with Mapics XA, Citrix, IBM iSeries and Intel servers. SAP experience desirable. Skill Sets :- NTUNIX Qualifying Questions :-Q1. Do you have experience using TrackIt?Q2. Have you created ad hoc Crystal reports for TrackIt work orders analysis?Q3. Please describe your experience with Mapics XAQ4. Please describe your experience with IBM iSeries (AS400) operations and Intel ServersPlease send resume to To Apply to this job go to http://www.GadBall.com or click here