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System Support Analyst

TRISTAR RISK MANAGEMENT -
Long Beach, CA

Quick Apply

Job Details

Full-time
$25 - $30 an hour

Qualifications

Knowledge management
Basic math
Technical writing experience
Systems analysis

Full Job Description

Please make sure to complete all the questions in the application and continue through to the end in order to sign and submit it. Please note that this position is a hybrid, temp-to-hire opportunity.

POSITION SUMMARY:

The System Support Analyst is responsible for providing high-quality technical assistance to users, ensuring operational efficiency, and maintaining a seamless user experience. The successful candidate will manage ticket throughput, resolve issues at the first point of contact whenever possible, and provide detailed, accurate escalations to Level 2 and Development teams.

DUTIES AND RESPONSIBILITIES:

Manage and resolve support tickets within established response time targets.
Maintain high ticket throughput while ensuring quality is not compromised.
Strive for First Contact Resolution (FCR) to minimize user downtime and reduce escalation volume.

Problem Solving & Technical Escalation

Perform deep-dive technical troubleshooting to identify root causes of system issues.
Ensure all escalations to Level 2 or developments are accurate and comprehensive, including:
Clear reproduction steps.
Detailed impact analysis.
Severity levels and relevant system logs.
Testing enhancements and bugs for monthly releases.

EQUIPMENT OPERATED/USED: Computer, 10-key, fax machine, copier, printer, and other office equipment.

SPECIAL EQUIPMENT OR CLOTHING: Appropriate office attire.

QUALIFICATIONS REQUIRED.

Knowledge, Skills, and Abilities:

Contribute to the internal knowledge base by documenting new resolutions and common workarounds.
Share technical insights with the team to improve collective problem-solving capabilities.
Suggest system functionality improvements based on recurring user pain points.

Performance Metrics

Success in this role is measured against the following weighted categories:

Operational Efficiency (40%)
Quality & User Experience (30%)
Problem Solving & Escalation (20%)
Knowledge Contribution (10%)

Other Qualifications:

Proven experience in technical support or system analyst role.
Strong troubleshooting skills and the ability to analyze system logs.
Excellent written and verbal communication skills.
Ability to work in a fast-paced environment with a focus on throughput and efficiency.

Mental and Physical Requirements: [see separate attachment for a copy of the checklist of mental and physical requirements]

MENTAL AND PHYSICAL REQUIREMENTS

1. MENTAL EFFORT

a. Reasoning development:

Follow one- or two-step instructions; routine, repetitive task.

Carry out detailed but uninvolved written or verbal instructions; deal with a few concrete variables.

Follow written, verbal, or diagrammatic instructions; several concrete variables.

X Solve practical problems; variety of variables with limited standardization; interpret instructions.

Logical or scientific thinking to solve problems; several abstract and concrete variables.

Wide range of intellectual and practical problems; comprehend most obscure concepts.

b. Mathematical development:

Simple addition and subtraction; copying figures, counting, and recording.

Add, subtract, multiply, and divide whole numbers.

X Arithmetic calculations involving fractions, decimals, and percentages.

Arithmetic, algebraic, and geometric calculations.

Advanced mathematical and statistical techniques such as calculus, factor analysis, and probability determination.

Highly complex mathematical and statistical techniques, such as calculus, factor analysis, and probability determination, require theoretical application.

c. Language development:

Ability to understand and follow verbal or demonstrated instructions; write identifying information; request supplies verbally or in writing.

Ability to file, post, and mail materials; copy data from one record to another; interview to obtain basic information such as age, occupation, and number of children; and guide people and provide basic direction.

Ability to transcribe dictation; make appointments and process mail; write form letters or routine correspondence; interpret written work instructions; interview job applicants.

X Ability to compose original correspondence, follow technical manuals, and have increased contact with people.

Ability to report, write, or edit articles for publication; prepare deeds, contracts or leases; prepare and deliver lectures; interview, counsel, or advise people; evaluate technical data.

2. PHYSICAL EFFORT

a. Physical activity required to perform the job:

Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

X Light work:

a. Exerting up to 20 pounds of force occasionally

b. Exerting up to 10 pounds frequently

c. Exerting a negligible amount of force constantly to move objects

(If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work).

Medium work:

a. Exerting up to 50 pounds of force occasionally

b. Exerting up to 20 pounds of force frequently

c. Exerting up to 10 pounds of force constantly to move objects

Heavy work:

a. Exerting up to 100 pounds of force occasionally

b. Exerting up to 50 pounds of force frequently

c. Exerting up to 20 pounds of force constantly to move objects

Very heavy work:

a. Exerting in excess of 100 pounds of force occasionally

b. Exerting in excess of 50 pounds of force constantly to move objects

c. Exerting in excess of 20 pounds of force constantly to move objects

Visual requirements necessary to perform the job:

Far vision: clarity of vision at 20 feet or more

X Near vision: clarity of vision at 20 inches or less

X Mid-range vision: clarity of vision at distances of more than 20 inches and less than 20 feet

Depth perception: the ability to judge distance and space relationships, so as to see objects where and as they actually are

Color vision: ability to identify and distinguish colors

Field of vision: ability to observe an area up or down or to the right or left while eyes are fixed on a given point

2. PHYSICAL EFFORT (cont.)

FREQUENCY

c. Physical activity necessary to perform the job and frequency (e.g., continually, frequently, or occasionally):

Climbing: Ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like, using feet and legs and/or hands and arms. Body agility is emphasized. This factor is important if the amount and kind of climbing required exceeds that required for ordinary locomotion.

Balancing: Maintaining body equilibrium to prevent falling when walking, standing, or crouching on narrow, slippery, or erratically moving surfaces. This factor is important if the amount and kind of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.

X Stooping: Bending body downward and forward by bending the spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.

X Kneeling: Bending legs at knee to come to a rest on the knee or knees.

X Crouching: Bending the body downward and forward by bending legs and spine.

Crawling: Moving about on hands and knees or hands and feet.

X Reaching: Extending hand(s) and arm(s) in any direction.

X Standing: Particularly for sustained periods of time.

X Walking: Moving about on foot to accomplish tasks, particularly for long distances.

X Pushing: Using upper extremities top press against something with steady force in order to thrust forward, downward, or outward.

X Pulling: Using upper extremities to extent force in order to drag, haul, or tug objects in a sustained motion.

Foot

Motion: Using feet to push pedals.

X Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. This factor is important if it occurs to a considerable degree and requires substantial use of the upper extremities and back muscles.

X Fingering: Picking, pinching, typing, or otherwise working with fingers rather than with the whole hand or arm as in handling.

X Grasping: Applying pressure to an object with the fingers and palm.

Occasionally

Frequently

Occasionally

2. PHYSICAL EFFORT (cont.)

FREQUENCY

X Talking: Expressing or exchanging ideas by means of the spoken word. Those activities in which workers must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

X Hearing: Perceiving the nature of sounds with or without correction. Ability to receive detailed information through verbal communication, and to make fine discriminations in sound, such as when making find adjustments on machined parts.

Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.

X Repetitive Substantial movements (motions) of the wrists, hands,

Motion: and/or fingers.

Frequently

3. WORKING CONDITIONS

Disagreeable job conditions to which the employee may be exposed and the frequency (e.g., continually, frequently, or occasionally) of this exposure.

WORKING CONDITION

ENVIRONMENTAL

FACTOR

NATURE/REASON

OF EXPOSURE

FREQUENCY

Dirt/Dust

Noise

Temperature extremes

Dampness

Vibrations

Equipment movement hazard

Chemicals/solvents

Electrical shock

Significant work pace/pressure

Odors/Fumes

Other (specify):

Signatures:

This job description has been approved by all levels of management:

Human Resources: ___________________

The employee's signature below constitutes the employee's understanding of the mental and physical requirements, essential functions, and duties of the position.

Employee: ______________________Date____________________

Quick Apply

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