Customer Support Analyst

Graham Technologies

3d•Onsite

About The Position

Graham Technologies is seeking a Customer Support Analyst to provide high-level, on-site support within a federal help desk environment. This role involves troubleshooting complex technical and functional issues, collaborating with stakeholders across teams, and delivering analytical insights to optimize system use and customer satisfaction. You'll serve as a key liaison between government and contractor personnel in a cross-functional, fast-paced setting.

Requirements

Active TS/SCI clearance
Current CI Polygraph or eligibility to obtain one
Experience providing Tier 2-3 Service Desk support
Strong multitasking and problem-solving skills in a high-demand environment
Outstanding customer service orientation and communication skills
Ability to lead and participate in release testing as needed

Nice To Haves

Prior experience as a Budget Analyst supporting federal systems
Familiarity with PeopleSoft Financials or similar government accounting platforms
Understanding of Defense Travel transaction processes

Responsibilities

Deliver prompt and effective on-site support to end users.
Serve as the primary point of contact for system-related inquiries and issue resolution.
Ensure accurate and seamless transaction processing across platforms.
Develop and debug complex SQL queries to support system operations.
Apply knowledge of federal acquisition processes to assist with system support.
Collaborate with the Program Management Office (PMO) to support end-of-fiscal-year activities.
Support monthly account reconciliation in partnership with the government customer.
Assist in creating, updating, and maintaining Standard Operating Procedures (SOPs) and program documentation.
Facilitate user training through expert-level "brown bag" sessions focused on financial systems.
Analyze and resolve complex technical issues in collaboration with stakeholders.
Monitor system performance and recommend improvements for optimization.
Perform root cause analysis to identify and mitigate recurring issues.
Document all technical support activities, ensuring knowledge transfer and continuity.
Coordinate with vendors and contractors on issue resolution and system upgrades.
Bridge communication between technical teams and non-technical users to ensure clarity and effectiveness.