Support Data Analyst II
Reports to: Director, Client Services
FLSA Status: Non Exempt
Job Summary:
Responsible for using your broad knowledge of technology and business processes to think of creative ways to solve problems and uses your impact assessment and communication skills to appropriately escalate and implement change by performing the following duties.
Duties and Responsibilities include the following. Other duties may be assigned as required:
- Assesses all client support requests effectively and prioritizes accordingly. *
- Ensures all basic or “first-tier” support questions are being properly handled within the appropriate time frame.*
- Grows first level supporter’s skills and abilities consistently to be able to handle the client the first time without escalation. *
- Performs “second-tier” support by researching and resolving more complex issues and must be able to discern when something should be escalated to development or management. *
- Identifies system modification opportunities to reduce end-user problems, streamlines applications, and helps make the customer, both internal and external, more self-sufficient. *
- Communicates system and process improvement opportunities to internal Grasp teams, provides training, infrastructure network services, and application development, and has the ability to translate the customer’s needs into engineer speak, aka “the interpreter”. *
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Language Ability:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Math Ability:
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer Skills:
To perform this job successfully, an individual should have knowledge of word processing software, spreadsheet software, database software, and Microsoft Visual Studio.
Education/Experience:
Bachelor's degree (B.A./B.S.) from four-year college or university; and eight to ten years related experience and/or training; or equivalent combination of education and experience.
Specialized Training:
- Writing and interpreting SQL
- Microsoft SQL Server Management Studio
- Crystal Reports design and formulas
- Travel management
Knowledge, Skills, and other Abilities:
- Writing and interpreting SQL, including experience with Microsoft SQL Server
Management Studio - Crystal Reports design and formulas, and travel management
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands, and talk or hear. The employee is occasionally required to reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, ability to adjust focus, and ability to see color.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ability and willingness to work outside of normal business hours in order to accommodate clients in different time zones. The APAC meeting is every Tues at 8pm PT.
The noise level in the work environment is usually moderate.
Grasp Technologies Standards:
- We are Genuine
- We are Relentless
- We are Audacious
- We are Scrappy
- We are Passionate
- We act with Integrity
- We are Talented
Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Additional Information:
Pay Range - $60,000. - $75,000. /year, Commensurate with experience, Full time employment
How To Apply:
Please fill out the form below. We look forward to speaking with you!