Application Support Specialist

1 month ago

Washington, United States Saicon Full time

Job Title: Web Application Support Specialist

Duration: 1 month Can Be Extend

Work Location : Washington, DC Hybrid

US citizens only - Public Trust clearance Required


Top Skills :

  • One year of experience as a Web Application Support Specialist in a Help Desk context, providing remote technical support.
  • Expertise in computer software, hardware, operating systems, and troubleshooting.
  • This individual must also be familiar with issue tracking systems, like Jira, to track tickets and tasks.
  • Nice to have:
  • Structured Query Language (SQL) and Jira Operations

Required Skills and Qualifications:

  • Associates Degree or two (2) years’ experience working in Help Desk environment is required.
  • Provide first line of support, performing initial incident management and triage.
  • Staffed by technical generalists.
  • May use FAQ tools and/or knowledge bases to resolve user requests.
  • The Help Desk Specialist analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
  • These individuals resolve computer software and hardware problems of users and acts as a contact for users having problems using computer software, hardware, and operating systems.
  • The Help Desk Specialist answers questions, applying knowledge of computer software, hardware, systems, and procedures.

Summary :

  • The Application Support Specialists will review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
  • Applications requiring support include Analytic Business Intelligence tools and Customer Relation Management (CRM) tools, like Pega.
  • Works with end-users, stakeholders, and the O&M team daily via phone, email, or chat.
  • Attends and supports both internal and external meetings that require the ability to communicate orally and in writing.
  • This individual must have the ability to work multiple tickets at one time and adhere to ticket assignment deadlines.
  • Occasionally this individual will be required to support testing efforts for large-scale enhancements which are impactful to the applications they support.
  • This individual must also be familiar with issue tracking systems, like Jira, to track tickets and tasks.

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