Hiring Helpdesk Analyst

Dasfinc

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Hello All,

I'm looking for a new member for my support team, please see job description below.

Primary concerns are DB/SQL Experience, and some level of experience with webservers/web applications.

Morrisey Associates, Inc.


Department: MCCM Support and Implementation

Job Title: MCCM Help Desk Analyst

Reports To: Support Manager - Clinical Systems

Status: Exempt



Overall Responsibilities:
• Provide first line telephone support for MCCM application and technical issues
• Schedule, install and configure Business Objects and MCCM application and upgrades remotely
• Analyze application and database issues with customers and internal technical support staff
• Design and run scripts to correct database issues.
• Design and test customized “Rules” upon consultation with customer
• Plan and conduct application testing of product enhancements
• Document support issues in the MCM customer database
• Escalate support issues to secondary support as needed
• Carry pager for off hours support periodically
• To provide system consultation services, as contracted, that help customers better utilize their Morrisey products
• To participate in other Morrisey professional activities as required, such as Morrisey User Group conferences
• Periodically write installation and application documentation for MCCM




Education/Experience
Required:
• Bachelors degree (preferred)
• Two years or better of support desk experience



Key Skills, Knowledge,
Abilities essential to
the position:
• In depth knowledge of Morrisey’s MCCM product including
o Application interface
o Posting and rule running processes
o Other processes running from UNIX/LINUX
• Demonstrable experience with Crystal Reports and Crystal Enterprise
• Working knowledge of relational databases and ability to use SQL/PLUS
• Working knowledge of UNIX/LINUX platform
• Familiarity with various VPN products, remote desktop and pcanywhere to conduct remote support
• Effective written and verbal communication and , interpersonal skills
• Effective task management skills



Chief Tasks and
Activities:

• Provide appropriate follow up with customers to identify and directly resolve or refer to the appropriate internal Morrisey resource for resolution of outstanding issues (i.e. appropriate tracking in MCM database and use of other communication tools as is necessary).
• Communicate with customer in a timely fashion and provide the coordination necessary both internally and with customer to insure the issue resolution is successful.
• Responsible for the development and updating of support materials of Morrisey products upon their release
• Complete and submit expense reports and time card information within Morrisey guidelines


I can be reached at [email protected], please include a resume if you are interested in applying for the position. Before its asked, we offer competitive compensation, I will not go into detail further then that unless its during an interview.
 

LiquidPen

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wish i had experience in this... seems like an awesome opportunity... i have the tech experience not the software
 

Dasfinc

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Thank you liquidpen, it's an awesome company, and I have a solid team.

Anyone knows anybody, send them my way!
 

Dasfinc

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Back up top, looking to bring people in this week or next for interviews.
 

Dasfinc

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Don't let the description scare you! We are willing to train quite a bit, Primarily need someone who is technical with good communication skills (Aka can type coherently and are clear and concise on the phone).
 

01GTvert

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Im surprised you don't have hundreds banging down your door for this job. Is this the only place you're looking?
 

Dasfinc

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Im surprised you don't have hundreds banging down your door for this job. Is this the only place you're looking?
Career builder listing is getting me tons of resumes, but the issue is this involves swing shift (7-3, 9-5, 3-11), so veterans won't touch it, and people who have strong technical resumes that are interested I can't understand on the phone...

Which is why I've gone to posting on the forums, younger crowd, frequently technical, and some hope of good communication skills.

The listing is on Sologig now as well, but I haven't seen anything back from that yet.
 

IceCreamAssassin

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I am, just picked up some books and such for network security. Get a few certs and I'll be good to go.
 

muskie

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What kind of after hours time / weekends are needed? Can you give an over under on a salary? I wanna know if its worth my time. Advancement opportunities?
 

Dasfinc

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What kind of after hours time / weekends are needed? Can you give an over under on a salary? I wanna know if its worth my time. Advancement opportunities?
We have a rotating shift schedule (7-3, 9-5, 3-11), the early and late shifts work remote to accommodate the coasts. (so basically its a month out of the office, and then 2 months in the office

This makes off-hours between 11pm and 7am during the week (we get MAYBE 1 page every 6 months during the week during those hours), and then the weekends (we get one page every other weekend normally, sometimes we go weeks with none). The off-hours 'pager holder' is actually done through a paging service (so basically if you miss the call, they will just call the next analyst in rotation as a fall back), and is also a rotating schedule (so you are 'on call' for 2 weeks, and then off for 8-10 weeks depending upon how many staff I have on rotation). New hires are not put into rotation until they are up to speed enough that I feel they could handle a system down page with minimal intervention.

As for pay, the position is not really entry level, neither is it senior, so the window is fairly broad depending upon skill sets, we can always discuss it if you shoot me an email or give me a call.

The reason why I'm hiring one of my staff transitioned to a project management role, and another to a DBA role to answer to your advancement question. I've been with Morrisey for 4 years, and am just below senior management, hard work historically pays off here.
 

SinisterSHO

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I don't know what any of this is, but you can train me, right?
 

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