Application Support / Tier 3 Help Desk Analyst-4100528

TCG, Inc.•Washington, DC

2d•$85,000 - $105,000•Onsite

About The Position

TCG, a B Corp government contractor, is seeking an Application Support / Tier 3 Help Desk Analyst to join their project team supporting a Federal agency. This role requires onsite equipment pick-up, and the ideal candidate will live within commuting distance of Washington, DC. US Citizenship is required, and the selected applicant must submit to a government background investigation and be favorably adjudicated before their first day. TCG aims to prove that businesses can be good to their employees and responsible to their community while being profitable.

Requirements

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.
US Citizenship is required.
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 to provide expert, off-script application troubleshooting for complex (Tier 3) help requests.
Handle basic (Tier 1) and intermediary (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.