20130801 - IT Support Analyst - Imaging

IT Support Analyst - Imaging
Denver, Colorado
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IT Support Analyst - Imaging - (TP15178) Job Type: Full-Time Requisition Number: TP15178 Location: Denver, CO Job Description: Provide entry-level help desk and technical support for diagnosing and fixing software and hardware issues. Troubleshoot the document management systems to assist customers with problem isolation and resolution. Must be a motivated self-starter, self-learner, possess strong customer service and technical problem solving skills; and be someone who embraces challenges SUMMARY: The ideal ECM resource will be responsible for internal technical support for enterprise wide cross-functional applications, software solutions and end users. In addition, the candidate will work with other IT System and Software Engineers to support post implemented solutions. RESPONSIBILITIES: 1. Provide support for existing business systems, such as Opentext’s eDOCS (Hummingbird) and Kofax 2. Provide post implementation support for newly developed solutions and software enhancements 3. Provide technical support to end users 4. Monitor, update and close support tickets including, fulfilling support requests 5. Adhere to Best Practices and Standards in the areas of technology and security 6. Assist all areas with projects and tasks 7. Duties as assigned 8. Available to be on-call during normal support hours; which may include nights and weekends EDUCATION: BS Degree in Computer Science or Management Information Systems EXPERIENCE: 1. Previous work in technical customer support is a plus 2. Experience with Change Gear or other issue tracking products is a plus COMPETENCIES – SKILLS/KNOWLEDGE/ABILITIES: 1. Ability and the drive to quickly learn new systems, solutions and process / procedures 2. Excellent customer service 3. Critical thinker with an even temperament 4. Excellent team player and works well with others 5. Strong organization and analytical skills with attention to details and quality 6. Good communication skills orally and in writing 7. Ability to multi-task and comfort working in a fast paced environment 8. Proficiency in Microsoft Office Suite and Visio Nelnet is an Equal Opportunity Employer, complies with Executive Order 11246, and takes affirmative action to ensure that qualified applicants are employed, and that employees are treated during employment, without regard to race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations by contacting Nelnet Talent Acquisition & Recruiting. Nelnet is a Drug Free and Tobacco Free Workplace.