Advanced Customer Support Specialist
2 weeks ago
Enterprise Horizon Consulting Group (EHCG) is a Woman-Owned Small Business specializing in IT Consulting, delivering essential capabilities to various sectors including the Navy, Army, and NASA for over 15 years.
Service AreasEHCG excels in providing top-tier services in:
- Business Systems Services
- Business Intelligence
- Data Analytics and Dashboarding
- Enterprise Resource Planning (SAP) Implementation
- Legacy System Optimization
- Digital Transformation
- Cloud Migration
- Integration and Modernization
- Risk Management Framework Processes
We are seeking a dedicated Customer Support (Help Desk) Analyst to join our team and provide support to our Navy client.
Under the guidance of the Customer Support Lead, the analyst will be responsible for:
- Monitoring the customer support inbox with scheduled rotations to prioritize tickets and communication with end users.
- Preparing and facilitating bimonthly training sessions for both new and existing users.
- Reviewing work orders submitted by site administrators.
- Transforming user requests into technical design specifications, acting as a liaison among various stakeholders.
- Researching and analyzing data processing challenges to recommend and implement solutions for complex application issues, system administration problems, or network concerns.
- Performing systems management and integration tasks, enhancing existing systems, and evaluating system capabilities, workflows, and scheduling constraints.
- Analyzing and proposing solutions to diverse issues.
This is a remote position with a schedule mandated by the government client. The Analyst will participate in a rotating on-call system monitoring (no overnight shifts).
QualificationsActive Secret Clearance is required. Candidates with prior DoD customer support/help desk experience are highly preferred. Experience in supporting a DoD/Federal financial application is also highly desired.
Essential skills include:
- Excellent analytical and critical thinking abilities.
- Strong oral and written communication skills.
- Proficiency in Microsoft applications such as Word, Excel, PowerPoint, and Outlook.
- Ability to work independently and take ownership of tasks.
- Capacity to learn and apply technical concepts to assigned duties, including analysis, planning, and coordination between network and data communications hardware and software.
Active Secret Clearance is required. U.S. Citizenship is mandatory. Candidates must qualify for and obtain a base access pass promptly and must be able to secure a favorable National Security Agency Check (NACI), including an FBI fingerprint check.
BenefitsWe offer competitive salaries for full-time salaried employees along with a comprehensive benefits package, which includes medical, dental, vision, life insurance, a simple IRA with company match, federal holidays, vacation time, and sick leave.
Referral BonusIf this position is not a perfect fit for you, but you know someone who would be an excellent match, please refer them to us via our Candidate Referral Program. If we hire them, you could receive a referral bonus.
Enterprise Horizon Consulting Group is committed to equal opportunity employment and does not discriminate against any employee or applicant based on race, color, religion, sex, marital status, sexual orientation, gender identity, national origin, ancestry, age (40 and over), physical or mental disability, or protected veteran status, or any other protected status in accordance with all applicable federal, state, and local laws.
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