We are seeking an
Application Support / Tier 3 Help Desk Analyst, to join our project team supporting a Federal agency. This role will require onsite equipment pick, the ideal candidate will live within commuting distance of Washington, DC.
US Citizenship is required for this role. In addition, the selected applicant must submit to a government background investigation and be favorably adjudicated before their first day. RESPONSIBILITIES:- Develop a deep expertise in a complex business application in order to provide expert, off-script application troubleshooting to complex (i.e. Tier 3) help requests.
- Handle basic (i.e. Tier 1) and intermediary (i.e. Tier 2) help requests from end users.
- Interface with high-level government officials and application users to resolve and address their help requests with the utmost professionalism.
- Proactively analyze and reproduce issues encountered by users for presentation to the Federal program manager and development team.
- Create detailed write-ups and analysis of potential issues for the development team and product owner when tickets are escalated to the application development team.
- Work with the application development team to help them understand trouble requests
- Support the project/client in developing, writing, and maintaining both technical and procedural documentation.
- Support the project/client in developing self-help and other troubleshooting reference materials based on common basic (Tier 1) and intermediary (Tier 2) help requests.
- Support the project/client in delivering high quality webinars and training sessions.
- Support the project/client in analyzing support ticket trends and common issues.
- Provide professional support to facilitate front-end application administration and operations tasks, such as: bulk provisioning users, merging accounts, deactivating accounts, configuring groups, and running reports.
- Be highly independent and motivated to systematically improve the quality of service provided by the Help Desk by defining and implementing procedures and policies.
REQUIRED SKILLS:- Minimum 5 years of experience in Help Desk, Analyst, Operations, Customer Success, or other application support roles.
- Experience with a help desk management system/ticketing system, with Jira Service Management strongly preferred.
- Understanding of the basic principles of customer service and support.
- Comfortable collaborating with clients and team members to define needs.
- Demonstrates a history of learning extremely complex applications proactively
- Independent problem-solving skills, strong analytical abilities, creativity and a customer service-orientated personality
- Exceptional interactive skills (verbal & written)
- A "can-do" attitude that is proactive and solutions oriented
- Initiative and the ability to work with minimal supervision
- Demonstrates an ability to prioritize and organize efforts in a fast-paced environment
EDUCATION:- Bachelor's Degree (or equivalent) Experience may be substituted in absence of a degree.
Our B Corp mission is reflected in our benefits, including offerings like health care, 401K, parental leave, adoption assistance, financial planning services, student loan repayment assistance, and training budget. There's more, .
Salary Range: $85,00-$105,000
