Technical Support Analyst
About The Position
The Technical Support Analyst serves as the first point of contact for customers seeking technical assistance by phone, email, and Salesforce ticketing systems. The role troubleshoots user access, account management, MFA, password reset, and application issues in accordance with established service level agreements. It documents, categorizes, prioritizes, and tracks incidents and service requests, escalating complex issues while retaining ownership and keeping customers informed. The analyst provides professional and accurate support to federal agencies, grantees, and internal stakeholders; follows standard operating procedures, knowledge base articles, and security policies; and assists with user account provisioning, modification, deactivation, and access recertification. The position also contributes to continuous improvement, knowledge article maintenance, team meetings, training, quality reviews, operational initiatives, special projects, system releases, testing, and high-priority incident response.
Requirements
- High school diploma or equivalent.
- Three years of experience in a Help Desk, Service Desk, Technical Support, or Customer Support role.
- Experience working with ticketing systems such as Salesforce, Jira, Amazon Connect, or similar platforms.
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong attention to detail and commitment to high-quality customer service.
- Experience documenting incidents and maintaining accurate records.
- Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and Teams.
- Ability to work independently and collaborate in a team environment.
- Ability to obtain and maintain any required government clearance or background investigation, if applicable.
Nice To Haves
- Associate's or Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field.
- HDI Support Center Analyst (HDI-SCA), ITIL Foundation, CompTIA A+, Network+, Security+, or similar certifications.
- Experience supporting federal government customers or grant management systems.
- Familiarity with identity and access management processes, MFA technologies, and account provisioning practices.
- Experience with Salesforce Service Cloud or other CRM-based support platforms.
- Experience creating and maintaining knowledge base articles, SOPs, and user documentation.
- Exposure to performance metrics such as SLA attainment, first-contact resolution, customer satisfaction (CSAT), and ticket quality reviews.
- Experience supporting remote users in a hybrid or virtual work environment.
- Bilingual communication skills.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance by phone, email, and Salesforce ticketing systems.
- Troubleshoot and resolve user access, account management, MFA, password reset, and application-related issues in accordance with established SLAs.
- Document, categorize, prioritize, and track incidents and service requests through the Salesforce ticket management system.
- Escalate complex issues to Tier III, Partner Services, or Operations teams while maintaining ownership and customer communication.
- Provide timely, professional, and accurate customer support to federal agencies, grantees, and internal stakeholders.
- Follow standard operating procedures, knowledge base articles, and security policies when resolving customer inquiries.
- Assist with user account provisioning, modification, deactivation, and access recertification activities.
- Identify recurring issues, recommend process enhancements, and maintain knowledge articles.
- Participate in team meetings, training activities, quality assurance reviews, and operational initiatives.
- Support special projects, system release training, testing activities, and high-priority incidents as required.
Benefits
- Medical, prescription, dental, and vision insurance
- Personal and family sick time and company-paid holidays
- Parental leave
- 401(k) retirement plan
- Group term life and travel assistance
- Voluntary life and AD&D insurance
- Health Savings Account and Health Care and Dependent Care Flexible Spending Accounts
- Transit and parking commuter benefits
- Short-term and long-term disability
- Tuition reimbursement, personal development, certifications, and learning opportunities
- Employee referral program
- Corporate-sponsored events and community outreach
- Care.com annual membership
- Employee Assistance Program
- Supplemental benefits, including critical care, hospital indemnity, accident insurance, legal assistance, and ID theft protection
- Position may be eligible for a discretionary variable incentive bonus
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
