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Battery Management / Help Desk Analyst

Job Title
Battery Management / Help Desk Analyst
Job ID
Work Remote
Denver/West Coast Remote,  CO 80014
Other Location
Summary: On the job training provided to a person who will visit five (5) Department of Veteran Affairs (VA) Medical Centers across Montana, Colorado, Oklahoma, and Wyoming to locate Real Time Location System (RTLS) Assets and Tags and replace batteries.  They will have to work with VA personnel (e.g., BioMed, Nurses) to coordinate maintenance trips and work areas.  They will use the RTLS system to locate and execute the task.  This person needs excellent interpersonal skills and a stick with it attitude.  There will be travel for a week-at-a-time away from their home base.  When not traveling, this position will also provide the traditional tier 1 and help desk analyst support for the RTLS.  

  • Battery Management
    • Battery Management Technician will locate Real Time Location Services (RTLS) Assets and Tags and replace batteries
    • Work independently to plan, organize, and prepare your trips; work with the team (internal and customer) to update spreadsheets and resolve problems
    • Evaluate condition of system and supplies to determine what needs to be done
    • Follow processes
    • Able to be on your feet 8+ hours per day, walk entire hospital, climb ladders, have dexterity to change batteries
  • Help Desk
    • A help desk analyst is required to be present at the help desk in order to record, identify and resolve the issues faced by the company’s computer systems. He/she is responsible for analyzing the issues and then suggesting proper troubleshooting methods so that the problem can be eliminated.
    • It is the job responsibility of a help desk analyst to make an effort to eliminate the recurrences of the software's related problems by devising certain methods. He/she must try his/her level best to reduce the number of calls received on the help desk.
    • Another major job responsibility of a help desk analyst is to make a report of all the issues which have been resolved so that the company can have a well written and recorded account for future references.
    • A help desk analyst is also responsible for responding and replying to emails and forwarding these emails to Problem Reporting systems so that an update on the problem profiles can be made regularly.
    • It is the job responsibility of a help desk analyst to investigate the various causes test the solutions to promote the effective use of the technology.
    • Another responsibility of a help desk analyst is to pass feedback from the customers to the end user and take regular training to be well informed about new technology
  • Battery Management
    • Be professional, courteous, and prompt
    • Be flexible
    • Able to be on your feet 8+ hours per day, walk entire hospital, climb ladders, have dexterity to use hand tools and change batteries
    • Be able to operate computer
    • Familiarity with Microsoft Excel
    • Ability to travel 30+ weeks a year
  • Help Desk
    • Provide day-to-day telephone support to the end-user community.
    • Monitor and track existing incidents and service requests through closure.
    • Follow standard escalation procedures.
    • Support the service desk and deskside support leads by providing support for other activities outside of standard incident and service request handling.
    • Assists end-users with installation, configuration, and troubleshooting of hardware and software to ensure continued usability of equipment and software at a Tier II level.
    • Stays in regular communication throughout the day with the Tier I, Tier II, and Management staff.
    • Excellent communication and interpersonal skills when dealing with both internal/external customer/staff
    • Maintains a professional attitude and appearance providing excellent customer service always, to include maintaining a good work ethic and assisting other analysts when needed.
    • Performs advanced troubleshooting and remediation activities. Handles end-user requests.
    • Analyzes incoming requests and assigns to appropriate queue.
    • Supports continuous improvement in the process and quality of the operations.
Required Education: Associates Degree or higher in a business or technical discipline

Required Years of Experience: 2-5 years, or 5 years of additional relevant experience may be substituted for education

Minimum Qualifications:
  • Strong collaborative communication skills and an ability to work with members at all levels of experience and role in the company.
  • The candidate must be able to work collaboratively in a team environment.
  • VA or other Federal Government experience required.
  • Excellent verbal and written communication skills.
  • Ability to work independently and be a self-starter, as well as a solid group contributor working in a fast-paced environment.
  • Has high standards, results oriented, and a commitment to delivering high quality software on time
  • Ability to thrive in a changing environment. Ability to manage multiple activities with multiple priorities
  • Highly organized
  • Must live in Colorado or Oklahoma or in a nearby state.
Preferred Qualifications:
  • CMMI Maturity Level 3, ISO 9001:2015 or 9001:2001, and ITIL experience a plus
  • Knowledge of Customer Relationship Management (CRM) and Help Desk software
  • Knowledge of business process modeling, and business reporting tools
  • Microsoft SharePoint
  • Rational, Atlassian JIRA experience
  • ISO/CMMI experience
  • Understanding of Software Development Lifecycle Process, especially Agile Development (SCRUM and/or Kanban)
  • Experience in the analysis of IT business and information environment, activities, and events. 

50% to 100% travel.  Travel reimbursed by project.

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