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(JOB) Customer Support Analyst II (Washington, DC (Foggy Bottom)) Washington DC,DC

03/02/2012 10:25 AM

FROM Please see for this job posting. The AAMC represents all 134 accredited U.S. and 17 accredited Canadian medical schools; approximately 400 major teaching hospitals and health systems, including 62 Department of Veterans Affairs medical centers; and nearly 90 academic and scientific societies. Through these institutions and organizations, the AAMC represents 125,000 faculty members, 75,000 medical students, and 106,000 resident physicians.<br> <br> Through its many programs and services, the AAMC strengthens the worlds most advanced medical care by supporting the entire spectrum of education, research, and patient care activities conducted by our member institutions. The AAMC and our members are dedicated to the communities we serve and steadfast in our desire to earn and keep the publics trust for the role we play in improving the nations health. <br> <br> SUMMARY:<br> <br> Responsible for Tier 2 software support. Provides Technical advice, guidance and leads the training effort for customers using software programs. Troubleshoots and restores technical issues and incidents by analyzing, identifying and diagnosing faults and symptoms using established processes and procedure. Performs root cause analysis and develops checklists for typical problems. Recommends procedures and controls for problem prevention. Maintains knowledge database and call tracking database to enhance quality of problem resolutions. Works in a team setting, sharing information, collaborating and assisting other team members. Guides and help resolves the technical issues escalated from more junior customer support analysts. Provides status report to technical manager on regular basis. Escalates issues to application developers and assists with resolving these issues as needed<br> <br> <br> QUALIFICATIONS:<br> ?Bachelors degree in computer science, information systems, engineering, or other related field. Or equivalent work experience.<br> ?Knowledge/experience in SQL, Java script and Microsoft tools required <br> ?Experience in Cold Fusion (CF5), Java, and/or PHP is desired.<br> ?Excellent oral and written communication skills.<br> ?Minimum of 3 years of customer support analyst experience or equivalent.<br> <br> <br> <br> The Association of American Medical Colleges is an Equal Opportunity/Affirmative Action Employer.<br> <br>

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