Customer Support Analyst with Security Clearance

2 weeks ago

Reston, Virginia, United States NorthHill Technology Resources Full time
Customer Support Analyst - Reston, VA 20190
Security Clearance Requirement: TS/SCI CI Poly Position Description:
Our client is hiring a Customer Support Analyst to work in support of a federal help desk operations environment. The Customer Support Analyst will tackle intricate problems and processes, offering support, analysis, research, and expert advice. Collaboration is at the core of our work, as you'll engage with both government and contractor personnel in a cross-functional setting. Responsibilities: Deliver timely on-site support to customers
Provide end-user support and liaise with management on system-related matters
Ensure smooth transaction processing
Develop and troubleshoot SQL queries
Demonstrate expertise in federal acquisition processes
Collaborate closely with the program management office team to facilitate end-of-fiscal-year activities
Assist the government customer in monthly account reconciliation
Contribute to the development and updates of Standard Operating Procedures (SOPs) and program documentation as necessary
Provide expert-level support in brown bag sessions for financial system users
Collaborate with stakeholders to identify, analyze, and resolve complex issues efficiently
Monitor and maintain system performance, identifying areas for improvement and implementing solutions
Conduct thorough root cause analysis for recurring issues to prevent future occurrences
Document all support activities, including resolutions, for future reference and knowledge sharing
Coordinate with external vendors and contractors to address technical issues and implement upgrades
Act as a liaison between technical teams and end-users to ensure effective communication and problem resolution Education and Qualifications:
U.S. citizenship
Current TS/SCI security clearance
Current CI Polygraph or eligibility to obtain CI Polygraph
Proficiency in providing Tier 2-3 Service Desk support
Ability to thrive in a fast-paced environment
Exceptional customer service skills with the ability to multitask
Excellent communication abilities
Capability to spearhead testing initiatives for releases when required
Bachelor's preferred - may substitute experience for education Preferred Experience:
Prior experience as a Budget Analyst supporting federal systems preferred
Familiarity with PeopleSoft Financials or other Government Financial Accounting Systems
Knowledge of Defense Travel transaction processes is a plus

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