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Tech Support Analyst
Ref No.: 17-03727
Location: Sterling Heights, Michigan
Tech Support Analyst
Sterling Heights, MI
3 Month Contract to Hire

Job Description
  • Under general supervision the Analyst will provides technical support and improvements on computer systems for Defense Industry Engineering Application environment consisting of CAD Engineering, Logistics and Technical Publications computing environment.
  • The position will be responsible for providing technical support in the areas of application software management, application licensing, and resolving system and client issues.
  • Consult with senior and/or lead analysts for assistance with problem resolution requiring a higher level of technical expertise.
  • Assists in analyzing, diagnosing, and solving technical problems of moderate scope with computer hardware and software applications, operating systems, and connectivity to develop and make recommendations for technical solutions.
  • Analyzes applications, hardware and operating system failures and takes proper corrective action to minimize current and future impact on user community while ensuring solutions are consistent with operational standards.
  • Assess user experience and apply knowledge of document content management system (e.g. Vasont), document editors, Creo Parametric and Creo Illustrate to support resolution and guide user towards improved efficiency.
  • Provides application management of assigned suite of engineering applications such as Vasont, Document Editors, Creo Parametric, and Creo Illustrate.
  • Actions include: react to customers and respond to requests via enterprise management system, maintain/support user provisioning for internal and external accounts, provide specialized application support typical of level 2 and 3 support to engineers, demonstrate ability to implement OS and application upgrades.
  • Trouble-shoot systemic issues identifying component failure and resolve issue or secure outside resource for resolution.
  • Able to lead large projects of Application or IT technology scope.
  • Excellent communication skills.
  • High level of customer engagement relations and able to handle difficult situations.
  • High level of industry knowledge in the Technical publications and CAD industries.
  • Self motivated and work well within teams.
  • Able to develop creative and flexible solutions within customer requirements.
  • Five years of related application support within engineering support role.
  • Demonstrated high level of industry knowledge in the Technical publications and CAD industries.
  • Able to develop creative and flexible solutions within customer requirements.
  • Demonstrated experience leading large project initiatives.
  • Varied and positive customer engagement outcomes.
  • Understanding and success applying ITIL concepts.
  • Cybersecurity awareness.
  • Applicable 4-year degree in Engineering or Information Technology.
  • ITILv3 certification.
  • Cybersecurity training.
  • Understand purchasing processes to provide Purchase Requests and supporting documentation
  • Spreadsheet analysis skills for analyzing and integrating data
  • Communication skills that enable performing facilitator role in meetings with peers and customers