Production Support Specialist

Agile Six Applications

4d•Remote

About The Position

As a Product Support Specialist at Agile Six, you have a passion for facilitating flow. You understand that things that interrupt someone from accomplishing their goals can be incredibly frustrating and inefficient. You are able to track and manage multiple incoming issues to resolution, while communicating progress to affected parties in a clear and friendly way. You are able to empathize with a technically challenged, user of a system, as well as a senior Software Architect, and lead them to solutions they each can comprehend. You can connect dots, make recommendations based on trends and data, and drive initiatives (such as creating new intake methods or aligning our metrics and tracking mechanisms with ones that exist for other help desks in the ecosystem) to affect meaningful change from start to finish. We're looking for someone who knows how to work collaboratively, both internally with the team and externally with clients, stakeholders, and users. Coupled with this we're looking for someone who is humble and constantly asks questions while also confident that everything needed can be learned.

Requirements

8+ years of professional Helpdesk experience
A relevant Associate's degree will count toward 2 years of experience. A relevant Bachelor’s degree will count toward 4 years of experience. A relevant Master’s Degree will count toward 6 years of experience.
Experience creating and/or improving Help Desk standard operating procedures
Excellent written and verbal communication skills, with a strong preference for clarity and concision
A high degree of situational awareness
Strong customer service orientation
You must be able to obtain a Public Trust Federal security clearance
Has lived and worked in the United States for 3 out of the last 5 years

Nice To Haves

Familiarity with the US Web Design System
Experience working with government agencies
You are a U.S. Veteran. As a service-disabled veteran-owned small business, we recognize the transition to civilian life can be tricky, and welcome and encourage Veterans to apply

Responsibilities

Plan, prioritize, and schedule Helpdesk activities to ensure maximum issue resolutions within committed SLAs
Record any incidents and provide support to all end users with the help of the team while documenting resolutions
In collaboration with team members and leadership, implement and iterate on enterprise level support processes, procedures, and documentation
Build a help desk work stream that supports our application's end users and informs how to triage across the larger ecosystem
Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement
Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations
Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms
We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment.