Technical Support Analyst I (Richardson, TX)

ARGO is a leading provider of software and analytics solutions for both the financial services and healthcare industries. ARGO transforms business processes for financial service providers and healthcare organizations using proven business models and software innovation informed by real customer challenges, breakthrough technology, and rich analytics.

TECHNICAL SUPPORT ANALYST I

JOB SUMMARY
The Technical Support Analyst (TSA I) position works with ARGO customers and internal ARGO implementation teams to answer questions and solve problems associated with the implementation and use of ARGO products.  The TSA l monitors Early Detection and Monitoring Services (EDMS) customer production environments looking for issues that are occurring or likely to occur.

TIME ALLOCATION

• System Monitoring, Research, Escalation: 60%
• Documentation and Reporting:  15%
• Customer Support (Ticket Management, Research, Conference Calls): 15%
• Collaboration and Team Meetings: 5%
• Training and Development: 5%

EXPECTED WORK AND PERFORMANCE (ESSENTIAL FUNCTIONS)
Job duties and responsibilities include the following.  Other duties may be assigned as needed.

EDMS (Monitoring Production Environments):

• Perform daily checklists 5 times per day per customer for all customers the TSA is responsible for monitoring.
• Detect all critical events that are occurring and escalate to the customer or a TSA II or III within 5 minutes of the problem starting
• Detect and report all significant changes in behavior of application and/or environment to the customer or a TSA II or TSA III
• Pull necessary traces and logs when critical events occur or when requested
• Provide recommendations to improve monitoring and alerting detection
• Provide information to TSA II and TSA III when requested about issues that are occurring such as rate of alerts, scope of issue, and other changes in behavior.
• Assist with updating the Weekly/Monthly EDMS reports – adding charts/tables, basic research to explain variances from baselines, and adding any noteworthy information that occurred during the week.

Help Desk:

• Provide telephone and e-mail support to ARGO customers and ARGO internal project implementation teams.  Support consists of answering how-to questions from development environments as well as researching/resolving identified problems in customer’s development, qa, training, and production environments.
• Research problems to identify source (due to a defect, configuration problem, environmental problem, or system design)
• Troubleshoot, re-create the reported problem and/or analyze traces provided by the customers that were captured when the problem occurred.
• Interface with other ARGO teams (2nd and 3rd level support teams; systems developers; Quality Assurance staff and Documentation staff)

QUALIFICATIONS

• A Bachelor’s degree in Computer Science or MIS with a GPA of 3.0 or higher (both in major and overall) is required for the position.
• 0-3 Years of experience in Technical or Application Support
   

REQUIRED SKILLS/EXPERIENCE/KNOWLEDGE

• Ability to learn and describe at a high level the ARGO Architecture
• Ability to learn and describe general ARGO System process flows.
• Ability to learn and describe ARGO tracing options available and what information they provide for a specific issue.
• Solid communication skills – in both speaking technically and generally with customers and ARGO employees.
• Ability to identify required traces for debugging specific issues as well as have the ability to review and diagnose the traces, sometimes relying on the assistance of another ARGO Resource to help resolve issues.
• Excellent problem-solving skills with the ability to identify next steps and identify theories and how to prove/disprove them.
• Ability to provide on a continual basis current status and next steps of all assigned work and be able to push assigned work forward without the need for senior team members to have to follow up.
• Must have effective written and verbal business communication skills.
• Able to work in a team environment.

PREFERRED SKILLS/EXPERIENCE/KNOWLEDGE

• Understanding of the industry in which ARGO operates (e.g., financial services, healthcare, software development) to better support industry-specific applications.
• Certifications - CompTIA A+ or Network+ certification.
• ITIL Foundation certification for knowledge of IT service management best practices.
• Relational database knowledge (SQL and/or configuration)
• LAN and WAN communication and TCP/IP protocol knowledge
• Programming knowledge
• Operating system installation and configuration knowledge

ATTENDANCE/WORK LOCATION
The position is based in our Richardson, TX office. Daily physical presence in the office is required for interaction with co-workers, attending meetings, and for collaboration on projects.
The position is full-time, Monday to Friday, 9:00 AM to 6:00 PM.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to stand, walk; sit stationary; constantly operate computer keyboarding and office equipment. talk or hear, to communicate with employees, and/ or customers (must be able to exchange accurate information in various situations).  The employee is required to regularly communicate with other employees, confer or coordinate with other employees.  The employee is required to evaluate, edit, revise, update, and provide solutions to critical data development and solutions. 

DISCLAIMER
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

 
 

ADDITIONAL REQUIREMENTS:
Applicants for U.S. or Canadian based positions with ARGO must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available at this time for ARGO positions.

Pre-employment background screening will be conducted.

Department: Customer Care
This is a full time position