Helpdesk Support Service Specialist, Intermediate

5 days ago


Huntsville, Alabama, United States EMW Full time

Job Summary

We are seeking a highly skilled Technical Support Specialist to join our team at EMW. The successful candidate will provide professional and personal direct customer service and technical support to the MEARS Program Office users as required via various communication channels.

Key Responsibilities

  • Develop and maintain high level of expertise with web-based application, user requirements and workflows.
  • Perform regular tasks which include logging all help desk interactions following standard Help Desk procedures, resolving application user issues using administration level tools, identifying and tracking situations requiring escalated and/or urgent attention, documenting and communicating resolutions to users, preparing activity reports.
  • Maintain currency with application and related tools as they are updated.
  • Create and maintain marketing, demonstration and end user training materials.
  • Conduct presentations at end-user training, marketing, and demonstration events.
  • Identify, document and submit potential improvements and changes to application features using proposal recommendation system and procedures.
  • Perform key role in the software engineering release process team.
  • Conduct software testing in support of software releases.

Requirements

  • BA/BS with 3+ years related experience OR AA with 5+ years
  • Secret Security Clearance


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