Systems Support Analyst

DESCRIPTIONThe Systems Support Analyst participates in the implementation of new software releases into the pre-production and production environments and supports multiple highly complex software/hardware ASP hosted systems. Support of these systems requires the ability to work independently to investigate and resolve moderate to highly complex computer software and hardware problems. A Systems Support analyst must be able to apply knowledge of computer operating systems, network management, and high-end infrastructure architecture. In addition, the Systems Support Analyst is a member of a quick-response customer support team and works on projects with extremely critical deadlines, operates independently to troubleshoot hardware/software equipment problems, and to set up, install, configure, maintain, relocate, and/or repair a variety of computing and communications equipment, software and /or peripherals. Other duties are:

Will also be required to diagnose and test hardware, software and/or network problems. Network problems may include internal LAN connections, ASP Hosting compartment, or customer connectivity problems.

Ability to seek out necessary information and anticipate problems and issues Work with outside vendors, clients and internal teams to integrate different systems and capabilities into

learning technology. Will need to understand and propose infrastructure architecture based on product requirements.

QUALIFICATIONS Strong knowledge of Microsoft Win2k/2003 (MSCE preferred) Working knowledge of Cisco Routers, switches and CSS load balancers (CCNA certifications a plus) Working knowledge of IIS 6.0 Working knowledge of PC Anywhere Working knowledge of DNS routing Experience with UNIX systems is a plus Experience with other vendors learning products, awareness of learning products industry standards Understanding of learning products and leading-edge web technologies Proven proficiency and experience in more than one of the following areas: HTML, ASP, .Net, Java, C++,

Oracle 8 or higher and SQL Server 2000 or higher Assists with level 3 trouble tickets Works with development and QA to implement new code releases to production and pre-production sites Assists customers with troubleshooting connectivity, configuration and bandwidth issues Track progress of work in Rational ClearQuest, and ASP hosting vendor web based portal ticketing system Must possess the ability to work in a fast-paced environment and be a fast learner Strong customer service is required for this position Previous call center experience is desirable Excellent interpersonal skills, willingness to work in a team environment, customer orientated

COMPENSATION$35-38/HR

CONTACTRonnie Hendersonrhenderson@rjbyrd.comDesk 214-540-118, Cell 972-567-0693

12801 N Central Expwy, Suite 500, Dallas, TX 75243 (214) 343-1700 main