Application Support Specialist

4 days ago


Vienna, Virginia, United States Integral Federal Full time
Job Title: Application Support Analyst

Integral Federal is seeking a highly skilled Application Support Analyst to join our team. As a key member of our technical support team, you will provide exceptional customer service and technical support to our clients.

Responsibilities:
  • Provide support for Tier 1 and Tier 2 incidents
  • Utilize chat functionality effectively to deliver service and support to agency customers
  • Engage with customers via phone, chat, and email to provide and process information in response to inquiries, concerns, and requests about the agency's mission systems and applications
  • Conduct research using available resources, including knowledge bases, training materials, and published solutions
  • Adhere to established agency processes and procedures
  • Identify and escalate priority issues and redirect problems to appropriate resources
  • Accurately process and record call transactions via the agency's ticketing system
  • Follow up with and make scheduled callbacks to customers as per standard procedures
  • Stay current with agency system information, changes, and updates as directed
Qualifications:
  • 1+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial software, COTS, and/or applications software using multiple channels, e.g., chat, phone, email, etc.
  • Experience using a Help Desk ticketing system such as Salesforce, Remedy, or Ivanti
  • Strong customer service, verbal and written communication skills, and troubleshooting skills required
  • Ability to quickly learn complex business applications and apply this knowledge to assist end users
  • Bachelor's degree or certification; work experience may be a substitute
  • US Citizenship necessary with ability to pass a background check

Integral Federal is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.



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