The Technical Analyst’s role is to analyze, resolve, test and deploy IT Help Desk related work. This includes researching, designing, documenting, and modifying software throughout the production life cycle. Additionally, this role includes end-user training / consultation, data fix analysis / resolution and Help documentation. The Technical Analyst will also be involved in the daily monitoring, maintenance and execution of products and processes necessary to the everyday functions of the company.

Technical Analysts apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve systems issues, perform maintenance on existing products as well as interact with all levels of users in order to maximize the benefit of IT systems investments.

Responsibilities

IT Help Desk / Product Maintenance

• Provide technical assistance and support for end users, including incoming queries and issues related to computer systems, software, and hardware.
• Write detailed specifications, procedural guidelines, product detail overviews.
• Maintain daily performance of computer systems and applications.
• Troubleshoot problems and walk users through problem-solving processes.
• Follow up with users to ensure issue has been resolved.

Operational Management

• Run and monitor software performance tests on new and existing programs for the purposes of correcting errors, isolating areas for improvement, and general debugging.
• Administer critical analysis of test results and deliver solutions to problem areas.
• Have a general understanding of cross application dependencies and how changes may affect other areas of the systems.
• Generate statistics and write reports for management and/or team members.
• Assist in the development and maintenance of user manuals and guidelines.
• Create enhancement functionality and/or upgrade appearance of applications as necessary.
• Liaise with all areas of IT staff and managers throughout the company to assist in resolving problems with software products or company software systems.
• Run and monitor products and processes that are necessary for the everyday function of the company.

Position Requirements

Education & Certification

• College degree, AAS degree or Programming/Database Certification preferred *OR*
• 3-5 years equivalent work experience

Knowledge & Experience

• Intermediate database experience using SQL, experience writing, executing and automating complex reports and queries.
• Knowledge about the design, development, and implementation of software and hardware solutions, systems, or products and their lifecycles.
• Working technical knowledge of programming languages, including C#.
• Working knowledge of platforms such as Windows 7, 2012-2019 Server.
• Hands-on software troubleshooting experience.
• Knowledge of applicable data privacy practices and laws.
• Experience at working both independently and in a team-oriented, collaborative environment is essential.
• Working knowledge of Jira is a plus.
• TFS knowledge for change management and source control is a plus.
• Any insurance industry background is a plus.

Personal Attributes

• Flexible and adaptable in regards to learning and understanding new technologies.
• Exceptional organizational skills and ability to keep track of multiple projects at a time.
• Strong written, oral, and interpersonal communication skills.
• Ability to conduct research into software-related issues and products.
• Highly logical with proven analytical and problem-solving abilities
• Technically proficient.
• Highly self motivated and directed.
• Exceptional attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work both independently and in a team-oriented, collaborative environment.
• Strong customer service orientation.

Work Conditions

• Remote work from home environment. This position may require training in our Plymouth, MN or West Des Moines, IA locations.
• Overtime may be required to meet project deadlines or monitor system processes.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices.
• Some travel will be required for the purpose of off-site software training and team meetings.
• Physically able to participate in virtual and in-person training sessions, presentations, and meetings.
• Occasional lifting and transporting of moderately heavy objects, such as computers and peripherals.