The DPS Support Analyst will provide outstanding service to our customers in an effort to meet their needs and exceed their expectations as part of the 24 x 7 Technology Support Center. This position is assigned to the DigitalPublishing Support L2 team, which troubleshoots and responds to issues escalated by the DigitalPublishing Support L1 when no standard solution exists. The team collaborates with customers, vendors, USA TODAY NETWORK staff, and other technologists on root cause analysis and resolutions.
Diagnose, investigate and resolve requests and incidents of a complex nature.
Resolve incident requests through troubleshooting and investigation. Escalate if necessary. Apply fixes or workarounds as appropriate.
Apply analytical skills, problem-solving and technical expertise to root cause analysis and resolution.
Perform restorative and maintenance actions to resolve customer’s technical problems.
Provide back-up to the Services Desk and serve as mentors to the staff.
Document and share knowledge with customers, team members and others.
Communicate proactive advice to staff and customers to avoid future problems.
Manage ticket caseload according to KCS principles and guidelines.
Adjust language or terminology to the characteristics and needs of the audience.
Utilize available job aids, support tools, and online documentation.
Must be dedicated to providing excellent customer service.
Professional, positive and amicable attitude and demeanor.
Demonstrated appropriate discretion and sensitivity with customers and colleagues.
Top-notch communications and interpersonal skills, and listening comprehension.
Ability to follow written and verbal directions.
Ability to work both independently and collaborate as part of a team.
Must be self-motivated, organized, thorough, and detail-oriented.
Be able to work quickly and be calm under pressure.
Strong analytical and creative problem-solving skills.
Strong technical writing skills
Ability to investigate, understand and clearly communicate solutions to non-technical customers.
Must display commitment to teamwork and excellent customer service. Meet or exceed expectations of internal and external customers.
Must possess solid understanding and knowledge of Gannett’s publishing environment, publishing products, systems architecture and policies.
Perform quality work that has been tested with an emphasis on the highest possible accuracy.
Education and Related Experience
Bachelor's degree or equivalent; Minimum three years Tier 2 experience in an application support or service desk environment.
Three or more years of experience working with Internet applications, services and technologies. Experience should include some understanding of networking/distributed computing environment concepts, client-server architecture, operating system concepts, relational and/or object databases and application development and deployment.
Understand mobile WAP site and advertising delivery for mobile devices, tablets, and smart-phones.
Understand how mobile browsers work and key differences of the most popular mobile devices, tablets, and smart-phones.
Understand large-scale web applications for content management systems, advertising, data feeds, etc.
Understand multi-tiered web server, application, database and network environments.