Sr. T&E Technical Support Analyst

The Senior Technical Support Analyst's primary responsibility is to provide technical phone support to clients. The Senior Technical Support Analyst is responsible for returning new calls within one hour, following up daily on unassigned calls, and the resolution of any technical problems. The Senior Technical Support Analyst is also responsible for troubleshooting and resolving complex issues that are escalated by other technical support analysts. Also the Senior Technical Support Analyst is the primary contact with other Deltek organizations, such as Quality Assurance, Development and Design. In addition, the Technical Support Analyst may be assigned other tasks that contribute to the successful day-to-day operations of the department, including mentor and train other technical support analysts and other Deltek employees.Providing technical phone support to clients includes analyzing and responding to technical issues encountered when running any of Deltek Time Collection, Deltek Expense, and Employee Self Service. Involves analyzing clients' server, workstation, or web configuration for running all products on Oracle, SQLBase, or Microsoft-SQLServer databases. Requires recreating clients’ issues in a similar environment, preparing and testing SQL scripts to repair client databases, and identifying program errors.Must have had coursework and/or experience in computer programming or database administration, preferably on Oracle or Microsoft SQLServer databases. Preferred any experience in Time Collection and/or Time & Expense and Employee Self Service, but not required. Experience supporting a web-enabled software application preferred with knowledge of the following: internet connectivity, web server deployment, WebLogic, Actuate, SSL, and firewalls. Technical support/customer service experience is helpful. Good communication skills and troubleshooting abilities are required. Need to be able to work under pressure to handle critical issue in timely manner. Need to take the initiative to improve/learn new information on their own. Need to have a Bachelor Degree in either Computer Science, Software Engineering, Business, Accounting or related discipline or a technical diploma/certification in computer programming or database administration. Print this page
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