Portal Administrator

AAC • Washington, DC

4h • $70,000 - $90,000 • Onsite

About The Position

Provide portal support to users external to the agency, either for support on public-facing applications or to provide customer service and technical assistance to state and local government partners. Must have Tier 2 level of knowledge on a variety of workstation and mobile device browsers and related configurations. Contacts will be received by the technicians through a dedicated 800#, an externally facing Intake Information Group, via IVR redirection, from field offices, from forwarded emails, and/or possibly through online chat functions. The technicians will utilize ITSM to log and/or manage tickets. The ticket will contain information on the caller, the type of problem, the system or systems affected, and the resolution or escalation of the problem until a solution is implemented. Support may range from simply walking the user through the application steps and assisting them with informational icons; showing the user how to reschedule an appointment and/or upload/download documents; assisting with access issues - to more complex errors potentially caused by the variety and configuration of devices being used to access the public-facing and/or systems.

Requirements

• Tier 2 level of knowledge on workstation and mobile device browsers and configurations.
• Experience with ITSM for ticket management.
• Ability to assist users with application steps, informational icons, rescheduling appointments, and document upload/download.
• Ability to troubleshoot access issues and complex errors.

Responsibilities

• Provide portal support to external users.
• Provide customer service and technical assistance to state and local government partners.
• Log and manage tickets using ITSM.
• Troubleshoot and resolve complex errors related to device access and configuration.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed