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Technical Analyst, HARN1013, Atlanta GA

Job Description:
Harness Solutions seeks a candidate to staff the position of Junior Analyst for the Atlanta, GA office. This position will support the help desk, communications and training, as well as QA and testing for a new program with our Government client. This person will handle calls and inquiries from stakeholders within and outside of the client, answer them whenever possible, and/or route them to appropriate personnel support the program. Knowledge and experience in the following are also required:

• Ability to understand, write, and run SQL and other queries to search, update, delete, or modify data
• Ability to use and understand MySQL
• Developing and using standard help responses
• Professionally answering calls and email inquiries for technical systems
• Call routing to experts in different functional areas
• JIRA Help Desk
• Communications and Training support to customers and stakeholders
• Quality assurance (QA) and testing of processes and software systems

• Technical - Junior developer with SQL, other language experience, and MySQL.
• An understanding of software and database design and programming
• Junior to intermediate level
• Help Desk - As the level 1 help desk person for the BioSense program, this Junior Analyst will answer calls and/or accept stakeholder inquiry emails and either:
• Answer them directly if the inquiry has been addressed previously and a standard response is available, or
• Route the inquiry to the appropriate Task 1, 2, 3, 4, 6, or 7 personnel
• Once new inquiries are closed, work with the personnel who responded to document the respond for future use.
• QA/Test Support - responsible for QA and testing related activities for the program, including:
• Working with a team to provide a comprehensive QA plan for this program, including:
• Review/development of all processes
• Review of all work to ensure adherence to defined processes
• Review/development of standards and methods
• Review of work to ensure adherence to defined standards and methods
• Review of requirements to ensure they are unambiguous and testable
• Random review of code to ensure adherence to standards
• Review of all documentation, including test procedures to ensure appropriate level of testing is being performed
• Perform comprehensive testing, including:
• Development of an overall test plan
• Test procedures and test procedure review
• Random review of unit testing procedures and results
• Subsystem, system, and integration testing
• Performance testing
• Regression testing
• Training Support - Support the development and implementation of training workshops, conference, webinars, and other distance learning initiatives as well as assuring section 508 compliance.
• Communications Support - Track all communications requests in JIRA and support development of communications materials, including: presentations, reports, briefings, or other methods, depending on the request and the target audience.

• 3 years of experience providing help desk support.
• Bachelors' Degree in Engineering, Math, Computer Science or related discipline.
• 3 years of experience supporting training.
• 3 years of experience supporting internal and external communications
• 3 years of experience performing quality assurance and testing of software systems in a technical team environment
• At least 1 year of experience using issue tracking tools such as JIRA

• Excellent verbal, interpersonal and written communication skills
• Strong analytical, problem-solving and decision making capabilities
• Team player with the ability to work in a fast-paced environment
• Ability to multi-task in a fast-paced environment
• Demonstrated outstanding level of professionalism in providing administrative support, including ability to exercise good judgment, discretion, tact, and diplomacy
• Sound business ethics, including the protection of proprietary and confidential information
• Ability to apply detailed knowledge of organizational procedures to make independent decisions and serve as a credible resource for a senior management team
• Ability to work with all levels of internal staff, as well as outside clients and vendors
• Excellent problem solving skills with ability to analyze situations, identify existing or potential problems and recommend solutions
• Strong oral and written communication skills
• Superior interpersonal skills including courtesy, professionalism, and a cooperative attitude
• Ability to be flexible to handle multiple priorities and to work limited overtime as necessary
• Ability to organize and manage workload, meet deadlines, and respond to customer, user, and ICF requests