Customer Service/Helpdesk Application Support Analyst (B11)- Hybrid
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About The Position
The position involves providing phone, email, and Help Desk support for multiple government web-based applications. This includes in-depth technical troubleshooting with agency users and their IT Support, making decisions based on the agency's unique security settings and the criticality of user inquiries. The role requires logging, managing, and owning cases through resolution, assisting with root cause analysis, and ensuring all cases are updated regularly in adherence to service level agreements. The position also involves maintaining or exceeding key performance indicators, completing daily tasks such as system validations, and conducting user account management and security reporting. Additionally, the role requires interaction with various internal and external teams, assisting with customer onboarding, and supporting the training and development of other team members. Flexibility with the schedule is necessary to ensure 24/7/365 coverage, and adherence to compliance standards is mandatory.
