Career Opportunities

Systems Consultant

General Description:

CDA is looking to expand our team with some new growth opportunities. We are interested in filling multiple consultant positions. The ideal candidate should be “highly trainable” and a “team player”. The ideal candidate will be located in Lancaster County Pennsylvania and capable of traveling at least 50% of the time. The initial opportunity will include paid certification training in the following technologies.

  • Citrix Technologies
  • AppSense/iVanti
  • Microsoft Technologies
  • CA Service Desk Systems
  • Serena Change Control Systems
  • Endpoint Security Technologies
  • Application Deployment and Delivery Technologies
  • PowerShell Scripting
  • Monitoring/Reporting Technologies

The consultant will be trained to support our managed services customers. Daily work efforts will require the ability to communicate clearly and effectively via email and telephone.

We are looking for entry level consultants to support our managed services clients.  The consultant will perform first and second-level diagnosis and troubleshooting support to end-users and customers.  Working under minimal supervision in team environment, consultants receive calls and inquiries; provide support in accordance with established processes and document incidents and remedies. They also escalate complex incidents to third and fourth-level support personnel. The bulleted list below provides a description of other tasks and assignments:

Are you interested in working with the best and learning from the best in the industry? If so, please submit your resume to careers@criticaldesign.net.

Job Information

Job Title: Systems Consultant
Department:
 Professional Services
Location: Lancaster, PA
Type of position: Full-time

Duties and Responsibilities

  • Analyst would be responsible for handling L1, and L2 issues reported by the Applications & Infrastructure support help desk, this may include, but are not restricted to the following:
    • Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information
    • Tracking and classifying incoming incidents or service requests, attempting initially solutions
    • Provides initial assessment of categorization and prioritization for reported Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution
    • Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups
    • Perform hierarchical escalation to Service Desk Management and Incident Management
    • Provide communication to end users concerning the status of Incidents and Service Requests
  • Analyst would also be responsible for performing daily systems monitoring and reporting tasks using industry standard tools such as Solarwinds Orion and Microsoft Systems Center Operations Manager (SCOM).
    • Reviewing Change Control Logs
    • Reviewing SCOM Alerts and Other Systems Alerts
    • Reviewing E-mail alerts from the Help Desk.
    • Reviewing and creating both daily and weekly status reports for management review of issues encountered.
  • Other Duties Include:
    • Customer technical issue resolution
    • Involvement in team or customer meetings for discovery, status, and solution overviews
    • Knowledge transfer with team members
    • Lab training and other training to increase technical skills and knowledge
    • Obtaining and maintaining industry certifications
    • Ability to maintain relationships with technical resources in a customer organization
    • Ability to overcome obstacles and objections
  • Administrative:
    • Provide account reports at the direction of management to include time & expense reporting submission or other duties as assigned.
    • The analyst will be managed by objective (“MBO”) on a quarterly basis. The objectives will be determined by management and agreed to by the analyst. The analyst will be expected to achieve success on all agreed upon objectives.

Qualifications & requirements

  • Bachelor’s Degree course work in Computer Science, Business Management or related field preferred.
  • Minimum of 1-2 years of experience with computer and application support in a business environment, banking experience preferred. Experience in an Operations or Technology environment preferred.
  • Experience in an Operations or Technology environment preferred
  • Proficient in Microsoft Office Products (Excel, Word, Outlook, PowerPoint, and Access).
  • Familiarity with Browser technologies such as Microsoft IE
  • Excellent problem-solving, communication and interpersonal skills, along with patience, a positive, customer-friendly attitude and the ability to work in a team environment.
  • Ability to learn and adapt quickly
  • Working knowledge of linear troubleshooting
  • Ability to document issue cause(s) and resolution
  • Excellent Written and Verbal Communications Skills
  • Previous experience with information technology
  • Ability to stay current with required technical certifications

Are you interested in working with the best and learning from the best in the industry? If so, please submit your resume to careers@criticaldesign.net.

About Us

Critical Design Associates Inc., an information technology company, is committed to providing clients with greater efficiencies that center on people, platform and processes. Successful results are achieved by applying these core principles to any IT business challenge. Through integrity, dedication, and teamwork we provide our customers with the highest quality of service. Our success is only measured by the success of our clients.

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