App Support & Help Desk Specialist — Customer-Focused IT

Avyanna, LLC; Bethesda (MD); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Avyanna, LLC is seeking an Application Support Specialist to join a lean, customer-focused team. You will provide support for enterprise COTS/GOTS and custom-built apps, manage user accounts, troubleshoot incidents, and deliver training to end users.

You will collaborate with developers and system admins, diagnose issues, research solutions, and contribute to process improvements while ensuring SLAs are met and user experience is optimized.

Qualifications

• Bachelor's degree or equivalent with 1 year IT experience or Associate's degree with 3 years IT experience.
• Experience as a power user in Google Workspace, Microsoft 365, and Slack.
• Experience using Service Desk ticketing systems such as ServiceNow for incident management, problem management, and request fulfillment.
• Must be able to obtain a Public Trust clearance.

Responsibilities

• Manage staff, contractor, and external user accounts on various applications.
• Provide remote and deskside support for COTS/GOTS applications to ensure daily task performance.
• Diagnose and troubleshoot incidents and problems escalated from the Service Desk or end-users.
• Respond to emails, messages, and requests for technical support.
• Collaborate with developers and administrators to address issues requiring UI/UX or backend changes.
• Record and document all incident data in the ITSM system.

Skills

Google Workspace

Microsoft 365

Slack

Education

Bachelor's degree in Computer Science or Information Systems

Associate's degree in Computer Science or Information System

Tools

ServiceNow

Job description

Avyanna, LLC is seeking an Application Support Specialist to join a lean, customer-focused team. You will provide support for enterprise COTS/GOTS and custom-built apps, manage user accounts, troubleshoot incidents, and deliver training to end users.

You will collaborate with developers and system admins, diagnose issues, research solutions, and contribute to process improvements while ensuring SLAs are met and user experience is optimized.