• Application Support Specialist - multiple positions

    Job Locations US-VA-Vienna
    # of Openings
    16
    Category
    Information Technology
  • Overview

     

    Application Support, Service Desk

    Location:  Tysons Corner, VA

    Clearance:  Active Secret (at a minimum)

     

    This effort will start on January 8th and is a 4 month contract with an option to extend to long term based on performance.

     

    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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