Lead Help Desk Business Analyst - Fusion Technology LLC

Lead Help Desk Business Analyst

Who is Fusion Technology?

Fusion Technology is a performance-driven HUBZone Small Business concern residing in the heart of the beautiful mountainsides of West Virginia, steps away from the Federal Bureau of Investigation's Criminal Justice Information Services Division's Headquarters. Founded in 2007 by an Engineer-by-trade, Fusion Technology dedicates our valuable resources to providing comprehensive IT services and solutions to mission-critical US Government programs and the Intel Community. 

Who are you?

• Clearance: Top Secret security clearance required to start this role.
• Responsible for the overall management of specific task assignments, ensuring that the technical solutions and assigned schedules are promptly completed.
• Documents and tracks customer incidents and requests via Service Now ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable.
• Is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
• Ability to diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations.
• Provide the client technical support via remote access, over the phone/Skype and email.
• Provide end user training on use of new and legacy applications.
• High level of written communication and documentation skills.
• Use ServiceNow to document solutions clearly and accurately so that resolutions are pushed to the lowest level.
• Provide interdepartmental training and guidance for new helpdesk personnel.
• Assist Senior Systems Administrators with support issues that may arise.

Required Skills & Qualifications

• Possess 1 to 2 years of experience in information systems implementation, change management efforts or business process redesign and may possess a security clearance.
• Functional Responsibility: Business Integration Analyst (3)s apply their strong analytical and technical skills to assist in implementing business solutions. Business Integration Analysts are directed to exercise core skills on projects, or they may direct small teams.
• A Business Integration Analyst (3) is qualified to perform tasks such as:
  • Document an organization’s current business process flows.
  • Design, code and test functional components of information systems according to project specifications.
  • Identify and document functional requirements for information systems.
  • Develop project documentation and user training materials according to program specifications.
  • Conduct user training sessions.
  • Prepare communications plans.
  • Produce database extracts.
  • Provide technical support to software development teams.
  • Perform program management support tasks, such as status reporting and work plan maintenance.

Preferred Skills & Qualifications

• Agile

What matters to you matters to us.

Fusion Technology values its employees and works hard to ensure proper care for them and their families. We desire to compensate employees in a competitive, motivational, fair, and equitable way with other employers in the marketplace. Salary is only one component of employee compensation but an integral part of recruiting and retaining qualified employees. However, at Fusion Technology, we take a comprehensive approach and consider each employee's needs to tailor a compensation plan that provides financial security and peace of mind. Our competitive package includes a best-in-class matching 401K program, comprehensive Cigna healthcare plan, a competitive employer contribution to a health savings account, vision and dental plans, life insurance, short- and long-term disability, and personal leave, in addition to paid certifications and training.

Fusion Technology LLC is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. Qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.

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