Tier III HelpDesk

The candidate will provide tier 3 help desk support to users, primarily through the use of telephone and emails with limited direct contact, for a suite of custom developed web based applications. The candidate will identify and classify issues reported by users, assist these users with proper functionality of the applications and work with the support staff (developers) to resolve software and data issues. He/she will develop and run simple SQL queries against Oracle databases to investigate and resolve data issues, generate reports, assist in coordinating schedules of software issue resolution, and confirm the completeness and correctness of overnight database updates.Ability to resolve issues in an efficient and timely manner, and work quickly in a fast paced environment. Ability to manage multiple tasks and assignments efficiently, able to operate independently, and have a strong level of attention to detail. Excellent verbal and written communication skills and ability to work comfortably with clients, given the high level of end customer interaction and the need to clearly and quickly identify and resolve, as well as being able to work effectively and courteously with end users. Ability to effectively lead both small and large group discussions. General understanding of the software development life cycle (SDLC). Ability to conceptualize the 'big picture' issues, and provide suggestions for improvement as needed.Training will be provided on the use of the internal applications, however troubleshooting experience is required. One or more years providing help desk support for custom developed web applications or commercially available business software applications (excluding applications such as MS Office). One or more years developing and executing SQL queries to retrieve database information (Oracle preferred). One or more years working with Oracle 9i or 10g, or with MS SQL Server. One or more years experience developing level of effort estimates (LOEs) for enhancements.