Help Desk Analyst job – The ACI Group, Inc. – Woodlawn, MD

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Resolves technical problems in a call center/help desk environment.

Uses expertise in customer service and technical knowledge gained from prior programming experience to resolve issues surrounding installation, usage, and training on software and/or hardware products.

Captures user requirements to create reports using SQL or business intelligence applications.

Designs, developes and tests, and delivers quality reports. Serves as primary point of contact for all users in a help desk environment.

Generates user notification, provides ticket status updates monitors the timely resolution of customer requests/issues and develops monthly trending reports.

Monitors daily production of data file loads.

Performs data quality analysis and identifies approaches for improving data quality. Supports project personal in resolving complex problems.

Working knowledge of SDLC and associated processes.

Work Status: EAD, Green Card or US Citizen only.


Captures customer requirements, issues and requests and communicates to technical and management resources.

Generates daily, weekly and monthly customer reports.

Generates user notifications regarding outages, new releases, general communications, etc.

Assists in the documentation and analysis of requirements.

Monitors the resolution and timely escalation of customer issues and requests to internal technical teams and management.

Develops monthly reports, supports the development of the monthly newsletter, and provides the status of requests to the customer, user community, and internal team members.

Evaluates internal support processes for continuous improvement opportunities. Documents and maintains Standard Operating Procedures.

Participates in technical and non-technical meetings, documents meeting agendas, and captures meeting notes.

Provides analytical and troubleshooting support to the user community.

Responsible for supporting planning activities and monitoring schedule milestones and deliverables.


Bachelor of Science in related field or equivalent years of experience.

Must possess effective organizational, interpersonal, oral and written skills, strong analytical and problem solving capabilities and close attention to detail.

Must be a team player able to multi-task in a dynamic environment.


General knowledge of the SDLC preferred.

Prefer Tier 1 Help Desk experience using MS tools (MS Word, Excel, PowerPoint, and Project) and MicroStrategy, Remedy and Quality Center experience in a data warehouse environment.

2 years relevant experience preferred.

Please Note:
Only those individuals selected for an interview will be contacted.

No calls, inquiries, or Third Party Vendors please.

We are an equal opportunity employer (Unable to sponsor H1B Visas).

Since 1988, The ACI Group, a national IT staffing firm, has been committed to hiring the industry’s leading professionals and presenting exciting career opportunities. We have access to varied types of contract, permanent and contract-to-perm positions and offer a choice of employment options including a full benefits package.

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