Description This position is responsible for operating the core processing systems and responding to end user helpdesk requests in support of business needs. This position reports to the Manager of IS Operations. The Operations Support Analyst’s role includes receiving, prioritizing, documenting, and actively resolving end user help requests in addition to actively managing ongoing core processing. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. 1. Monitors and maintains core processing operations in order to provide continuous on line data processing services in support of operations. 2. Logs events in the daily operations (i.e. system down, data processing issue, environmental issue) utilizing helpdesk tool. 3. Logs incoming help requests from end users in a courteous manner utilizing helpdesk tool. 4. Troubleshoots and resolves end user requests. If appropriate, escalate issues to specialists in the IS department. 5. Documents problem solving outcomes using the helpdesk tool in order to provide a historical reference and troubleshooting guide. This information will be utilized as a knowledge base for future issues. 6. Responsible for operating the core processing system, peripheral equipment/connections and supporting systems. The position monitors the various on line systems and associated software. The Operations Support Analyst responds to messages received from the system and takes the appropriate action to verify the operating status of the computer and data communications systems. 7. Documents/updates all pertinent end user identification information, including name, department, contact information, and nature of problem or issue while soliciting problem details. Assigns and reviews open tickets to ensure that necessary services are procured for help desk callers. Performs post-resolution follow-ups to help requests. 8. Provides call tracking support for Fiserv issues to include logging new calls, pulling regular status updates on all open issues, and soliciting input from various Information Services staff regarding complex issues. Top Skills' Details 1. Hardware Deployments and Troubleshooting (Will be assisting with Workstation refresh project currently ongoing) 2. Outlook/Office 365 support (issues/requests, troubleshooting, application/software troubleshooting) 3. Network support (VPN/DUO, Iphone/Ipad) 4. Basic ITM Troubleshooting (work with LOB, Software Services) 5. Ticketing experience - Does not matter the specific kind. Ivanti is Nice to have 6. Customer support/end user interfacing is critical to have Pay and Benefits The pay range for this position is $30.00 - $35.00 • Medical, dental & vision• Critical Illness, Accident, and Hospital• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available• Life Insurance (Voluntary Life & AD&D for the employee and dependents)• Short and long-term disability• Health Spending Account (HSA)• Transportation benefits• Employee Assistance Program• Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully onsite position in Laurel,MD. Application Deadline This position will be accepting applications until Jan 31, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.