Web Applications Support Specialist

Overview

On Site
Full Time

Skills

Web Applications Support Specialist

Job Details



Web Applications Support Specialist


Washington, DC


ship


We are seeking a Web Application Support Specialist supporting the DOJ CDCS program. This is a great opportunity for someone with a solid technical background who is comfortable troubleshooting web applications and providing reliable support to end users.


Job Description: Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.



  • Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.

  • Working with end-users and Tier 2 daily via phone or email and attending internal and external meetings that require the ability to communicate orally and in writing.

  • Work multiple tickets at one time.

  • Support testing for large enhancements.

  • Think independently and act as a SME to support other team members.

  • Provide technical information or solutions to problems that first-level support is unable to provide.

  • Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.

  • Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.

  • Answers questions, applying knowledge of computer software, hardware, systems, and procedures.

  • Makes proactive suggestions for service improvements.

  • May train less experienced staff in the supported products and best practice for production support.


Minimum Qualifications



  • Associates Degree or equivalent relevant experience, Computer Science or a related field preferred.

  • 2-5 years of experience in information technology, systems administration or other IT related field.


Other Job Specific Skills



  • Candidate will be supporting a client Financial System with Analytic Business Intelligence (ABI) tools and Customer Relation Management (CRM) tools, like Pega. Hence, candidates should have experience working with financial data.

  • Familiar with issue tracking systems, like Jira, to track production issues, or change requests.

  • SQL skills are required.

  • Ability to communicate effectively, both orally and in writing, and to translate technical terminology into terms understandable to non-technical employees.

  • Exceptional customer service skills.



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