Integral Consulting Services

Application Support Specialist

US-VA-Vienna
# of Openings
2
Category
Information Technology

Overview

 

Application Support, Service Desk

Location:  Tysons Corner, VA

Clearance:  Secret

 

Objective

Work as part of the Application Support Desk team responsible for Tier 1 through Tier 2 support.  The work location is at our government client site headquarters in Vienna, VA. ACTIVE SECRET CLEARANCE REQUIRED.

 

Responsibilities:

  • Respond to telephone and electronic requests for support as part of the Application Desk operation; typical issues include password resets, questions on the application’s functionality, basic user training, role based access and processing and/or completing access requests
  • Meet or exceed various service levels (SLAs) as established by assignment (calls per day, ETAs, on-time response, administrative call closure, customer satisfaction
  • Cross-train and support multiple applications in a Help Desk/Call Center Environment
  • Requires good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
  • Enter, monitor, and update help desk tickets in the call tracking system to track progress and resolution of customer issues
  • Develop and create documentation on training materials, FAQs and Knowledge Base Articles

            Requirements:

  • 2+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for operating systems, COTS, and/or applications software in person and over the phone
  • Experience using a Help Desk ticketing system such as Remedy or HEAT
  • Strong customer service, verbal and written communication skills, and troubleshooting skills required
  • Bi-lingual Spanish desired

 

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