Job description
Overview:
REQUIRES US CITIZENSHIP
Responsibilities:
Soft Tech Consulting is seeking a highly motivated individual to fill the role of
Tier 1 Support Analyst, delivering direct support to users of the client’s software products. The
Tier 1 Support Analyst will assist in providing support for client inquires associated with client cargo applications. The client is located in Arlington, VA with the work being performed remotely with the exception of the client onboarding and client training (one to two weeks) which will occur in Chantilly, VA. The designated candidate for this position will join a collaborative team environment, providing support necessary toward the successful delivery of the project and effective communication to all levels of staff for reporting project status.
REQUIRES US CITIZENSHIP
ABILITY TO OBTAIN A DHS SUITABILITY
100% REMOTE WITH THE EXCEPTION OF ONBOARDING AND TRAINING
Responsibilities:
- Under general supervision, responds to and diagnoses problems through discussions with users. Includes problem recognition, research, isolation, and resolution steps.
- Resolve less complex problems immediately, while more complex problems are assigned to senior level support.
- Handle inquiries for password issuance and resets, and explain the User Guides, access problems, and some
- Support, on average, 1400 monthly inquiries, of which 200 on average are sent to layer two for a more detailed technical resolution or layer three which requires modifications to the application’s software code to be resolved.
- Create and submit a trouble report.
- Support the development and maintenance of User
- Support the development, maintenance, and updates of the Frequently Asked Questions (FAQ).
- Contact application support team for technical issues that can’t be resolved immediately at the layer-one capabilities, and submit a trouble report to the layer-two team, tracking the status of the problem for each application.
- Work with each layer (2 and 3) of support for each application to provide necessary details for each program
- Participate in weekly meeting to discuss the week’s inquiries.
- Support analysis activities associated with the inquiries.
- Assist in conducting searches on applications for the purpose of locating specific information such as how many shippers are submitted by a particular company, when they last submitted an entire list of their shippers,
- Assist users with submissions of Security Threat Assessments (STA), ensuring each applicant’s submission is tracked until completion and provide STA Monthly Status Report.
- Conduct routine investigations on submissions from users for the purpose of clarifying a name or
- Provide input to the Weekly Contractor Performance Report (CPR), as requested.
- Have strong analytical skills
- Has strong organizational skills
- Have basic computer and software development knowledge
- Able to use problem management database and help desk systems.
- Must have strong verbal communication skills and phone etiquette.
- Capable of explaining the User Guides, access problems, and some
- Strong writing skills including the ability to write narrative and create associated images i.e. screenshots.
Soft Tech Consulting, Inc. is a woman and minority-owned small business headquartered in Chantilly, VA. With contracts in both the public and private sectors in the DC metro area and across the country, Soft Tech is an organization made up of highly successful and talented Information Technology professionals offering enterprise class solutions for any size organization at great value. Soft Tech’s mission is to help government organizations design, implement, and maintain mission critical Information Technology solutions. By focusing jointly on our employees and our customers, we are able to achieve our mission by providing each and every one of our customers with continuous quality customer support.
Soft Tech Consulting, Inc. is an Equal Opportunity Employer.
Soft Tech Consulting, Inc. is an Equal Opportunity Employer.
colinoncars.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, colinoncars.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, colinoncars.com is the ideal place to find your next job.