Sr Help Desk Engineer

Job Description

The Help Desk Engineer works closely with the Customer Care, Product Managers and engineering teams and provides extra administration and troubleshooting assistance for cases that cannot be resolved by Customer Care. The HDE works in the Sustaining Engineering area supporting the full suite of Deltek s Vision/Vantagepoint products. Liaison between CC and Engineering/Product Management Test software issues/defects to make sure they are valid defects. Investigate, develop/come up with a workaround to assist clients who are not able to use the application feature Analyze data issue and provide fix scripts using SQL management studio/Query Analyzer Use TFS for defect management and RNT/MS Teams for customer issue management Escalate issues requiring Engineering or Product Managers assistance Create defects using Azure DevOps/TFS and link information to CC cases Support communication between Eng, PDM and CC, following up on requests for further information from either Eng or CC about specific escalated cases or defects. Review cases submitted to Help Desk by CC to determine if existing defects exist; create new defects where not existing Gather defect fix requests submitted by CC, ensuring requests meet guidelines Track status of defects and follow up with Engineering.