Technical Support Analyst

Company Summary

As the recognized global standard for project-based businesses, Deltek delivers software and information solutions to help organizations achieve their purpose. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America's Best Midsize Employers by Forbes, a Best Place to Work by Glassdoor, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

The Deltek Information Technology team provides technical support, services and applications to Deltek's global workforce. We are dedicated to finding innovative ways to help our employees maximize their productivity and exceed their business goals. If you're a world-class problem solver looking to be part a diverse, dynamic and collaborative team – join us as we power success for all of Deltek.

Position Responsibilities

• Actively monitor end user support queues and follow up on unresolved tickets to ensure timely and satisfactory resolution.
• Production Application Monitoring, Administration, and Technical Support: Oversee the health and performance of applications, proactively addressing any issues and maintaining optimal functionality.
• Tier-2 Application Issue Triage Resolution: Skillfully manage complex application issues, coordinating with Tier-1 support and escalating to higher tiers or vendors as necessary.
• Database Administration: Manage and optimize database systems, ensuring data integrity, performance, and security.
• Server Maintenance Support Activities and Patching Processes: Conduct routine and emergency maintenance on servers, applying patches and updates to ensure systems are secure and up to date.
• Vendor Escalation and Coordination: Consult with external vendors to resolve issues and ensure SLA adherence.
• Business Application Operational Support (Dev, Test, Prod): Provide comprehensive support across various environments, ensuring smooth operations and transitions between development, testing, and production stages.
• Precisely document processes and procedures, ensuring their active use and timely update in the Knowledge Base.
• Partner with peers and other departments (to include IT Service Desk, IT Network Operations Center, and Tier 3 engineering teams) to drive process improvement efforts and improve operating capabilities and metrics for the Systems Operation Center functions.
  
  
  

Qualifications

• Technical Proficiency: Knowledge of IT systems, networks, databases, and application management. Experience with various operating systems and server environments is essential.
• Critical Thinking Skills: Strong analytical abilities to troubleshoot and resolve complex technical issues efficiently.
• Communication: Excellent verbal and written communication skills to interact with team members, stakeholders, and vendors effectively.
• Project Management: Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Security Awareness: Knowledge of cybersecurity practices to maintain and enhance the security posture of business applications.
• Adaptability: Flexibility to adapt to changing business needs and technological advancements.
• Team Collaboration: Proven ability to work collaboratively in a team environment, fostering a culture of continuous improvement and innovation.
  
  
  

Travel Requirements

No

Applicant Privacy Notice

Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice . Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.