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Job Summary

Company
PlatinumSolutions Inc
Location
Rockville, MD
Industries
Computer Software
Government and Military
Computer/IT Services
Job Type
Full Time
Employee
Years of Experience
2+ to 5 Years
Education Level
Bachelor's Degree
Career Level
Experienced (Non-Manager)
Salary

Competitive
Job Reference Code
431

Help Desk Analyst

About the Job

By working at Platinum Solutions you’ll have the unique opportunity to make a difference and save lives in the process. Our software helps the federal government monitor terrorist communications, arrest violent criminals, and improve the safety of prescription drugs and medical devices. We develop custom solutions based on open standards and an agile methodology so our clients can quickly respond to a changing world.

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Due to our rapid growth, we have an immediate opening for a Help Desk Analyst for a project supporting the FDA in Rockville, MD. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Maintain Tier 3 support for web-based application used by more than 2600 users
  • Work together with the technical points of contact to troubleshoot and resolve Help Desk tickets generated by end users
  • Provide answers to user's questions related to functionality and business rules, which will involve investigating and testing the application
  • Perform application and administration changes
  • Create PCRs for application defects
  • Monitor Help Desk tickets and follow through to closure
  • Gain in-depth understanding of customer's use of application
  • Manage and meet internal/external customer expectations
  • Coordinate responses to user requests for assistance with business representatives
  • Work to improve and implement Help Desk processes
  • Create and maintain product support documentation

 

QUALIFICATIONS

  • Analytical thinker with preferred experience in a fast-paced, structured customer service environment
  • Technical fortitude and adaptability, with a demonstrated willingness to enhance skills
  • Excellent communication skills including written, verbal and listening
  • Positive contributor, customer service, and solution-oriented person who is team player geared toward providing A+ customer service and satisfaction
  • Ability to operate under minimum supervision, make quick decisions, and use independent judgment to resolve highly technical customer issues
  • Bachelor's degree (IT field preferred)

about platinum solutions


Platinum Solutions, Inc. is an award-winning developer of innovative, secure systems for improving business and government operations. With particular expertise in law enforcement, intelligence, defense, homeland security and healthcare, we offer creative solutions to those responsible for ensuring the nation's security and public safety. On a day-to-day basis our employees say that they like the interesting work we do and being part of projects that make a difference.

At Platinum Solutions, our commitment to excellence, innovation, and workplace culture have been recognized in the marketplace.  We are the proud recipient of many industry accolades including Washington Technology Magazine’s “Fast 50”, Washingtonian Magazine's "Great Places to Work", Entrepreneur Magazine’s “Fastest Growing Business in America” and Inc. Magazine’s “Fastest Growing Private Companies in America”.

We highly value our employees and support them by providing an excellent (and fun!) work environment, career advancement and a competitive compensation and benefits package to include: paid holidays, paid time off, medical, dental, vision, flexible spending account, long and short term disability, company paid life insurance, 401(k), referral bonuses and tuition reimbursement.

If you are an accomplished Help Desk Analyst with the experience and drive to succeed, please send your resume to hr@platinumsolutions.com .

 

Check out our other open positions at: www.platinumsolutions.com/careers/search.jsp

 

For more information, please visit our website at: http://www.platinumsolutions.com

 

Platinum Solutions, Inc. is an equal opportunity/affirmative action employer.
 
 

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PlatinumSolutions Inc

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