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Technical Support Specialist

2 months ago

District Heights, Maryland, United States Tarkik Solutions Incorporated Full time
Company Overview


Tarkik Solutions Incorporated is a certified small business under the SBA 8(a) program, dedicated to delivering top-notch information technology, management, and strategic consulting services to clients in the public sector.

We have a proven history of enhancing government operations through our expertise in Emerging Technologies, Digital Transformation, Business Transformation, Human-centered Design, Identity and Access Management, and National Security.

Our approach is agile, innovative, data-driven, and mission-focused, aimed at addressing large-scale challenges effectively. Discover more about our initiatives at

Project Overview


We are currently engaged in a long-term contract that spans five years, involving multiple teams that provide Development, Security, and Operations (DevSecOps) services. This initiative supports the United States Citizenship and Immigration Services (USCIS) in managing their Information Technology (IT) systems, particularly the Verification Information System (VIS).

The teams will oversee operations and maintenance tasks while standardizing complex, large-scale, internet-facing websites and IT systems within a cloud environment.

By utilizing modern, open-source technologies and managed cloud services, the project prioritizes strong customer engagement to ensure efficient service delivery.


We are on the lookout for a motivated and customer-focused Technical Support Specialist (Junior) to join our team in support of this contract.

The Technical Support Specialist will address issues to deliver exceptional customer service and support to system stakeholders.


Work Location

This position is primarily remote/telework, with occasional on-site visits required.
Clearance


Applicants must be U.S. citizens, capable of obtaining and maintaining a public trust position, and must pass a USCIS Background Investigation.

Responsibilities

  • Deliver outstanding customer service promptly and efficiently.
  • Respond swiftly and accurately to incoming support requests and prioritize urgent emails.
  • Utilize a comprehensive suite of support and automation tools to resolve issues and requests.
  • Anticipate customer needs and gather necessary information prior to responding.
  • Troubleshoot application-related issues, guiding users through necessary steps.
  • Generate clear and concise communications, using visuals when necessary, and provide step-by-step instructions.
  • Create and maintain repeatable scripts/templates for frequently asked questions.
  • Keep an updated list of troubleshooting steps for common application issues.
  • Proactively communicate progress, concerns, and issues to leadership and stakeholders.
  • Monitor systems, networks, and server performance to identify and resolve potential issues proactively.
  • Participate in status meetings and be prepared to discuss updates.
Requirements

  • Bachelor's degree in business, IT, or a related field.
  • At least 1 year of relevant experience supporting complex projects.
  • Experience with ticketing systems such as ServiceNow and Salesforce, managing various email inboxes, and interacting directly with end users.
  • Excellent verbal, written, and interpersonal communication skills, capable of engaging both technical and non-technical users.
  • Highly motivated, quick learner, organized, with strong time management skills and attention to detail.
  • Proficient in Microsoft Office and other productivity tools, with the ability to learn new software and systems.
  • Strong critical thinking, analytical, and problem-solving skills.
Employee Benefits

  • Competitive Base Salary
  • Eleven (11) paid federal holidays annually
  • Fifteen (15) Paid Time Off (PTO) days annually
  • 401k benefit with up to 4% employer match
  • Comprehensive health care options
  • Dental, vision, short-term and long-term disability, and life insurance
  • Employer-sponsored training and team-building events
  • Performance-based bonuses and spot awards
  • Additional benefits available to full-time employees

Tarkik Solutions Incorporated is an Equal Employment Opportunity (EEO) employer, committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.


Job Type:
Full-time

Pay:
$50,000 - $65,000.00 per year

Benefits:
401(k)

401(k) matching

Dental insurance

Flexible spending account

Health insurance

Life insurance

Paid time off

Professional development assistance

Vision insurance

Schedule:
Monday to Friday

Application Question(s):
Are you a U.S. Citizen?

Are you able to attend occasional on-site visits?