Enable job alerts via email!

Application Service Desk Analyst DOD SECRET CLEARANCE required

Tesla Laboratories, Inc.

Vienna (VA)

Hybrid

USD 60,000 - 80,000

Full time

30+ days ago

Boost your interview chances

Create a job specific, tailored resume for higher success rate.

Job summary

A leading company is seeking an Application Support Analyst to join their technical support team for a federal agency. The role involves providing Tier 1 and Tier 2 support, leveraging Salesforce and Amazon Connect, and ensuring excellent customer service. Candidates must have an active Secret Clearance and strong communication skills.

Benefits

Medical, dental, vision insurance

Life insurance

Short-term and long-term disability insurance

11 paid federal holidays

Paid vacation

401K with company match

Qualifications

1+ years of experience in a call center environment providing customer service.
Experience using a Help Desk ticketing system such as Salesforce.
Ability to quickly learn complex business applications.

Responsibilities

Providing support for Tier 1 and Tier 2 incidents involving Salesforce.
Engaging with customers via phone, chat, and email.
Conducting research using available resources.

Skills

Customer Service

Communication

Troubleshooting

Education

Bachelor's degree

Tools

Salesforce

Help Desk ticketing system

1 month ago Be among the first 25 applicants

Active Secret Clearance Required

Hybrid Schedule - 3 days on site in Vienna VA (Tysons Corner)

Active Secret Clearance Required

Hybrid Schedule - 3 days on site in Vienna VA (Tysons Corner)

Tesla Laboratories is actively seeking Application Support Analyst to join a new technical support team for a federal agency. We are seeking candidates who possess strong skills in leveraging chat functionality, providing exceptional customer service with excellent typing speed, and quality oral and written communication skills.

Given the confidential nature of our work with a federal agency, all candidates must be U.S. citizens and maintain an active Department of Defense SECRET clearance (interim adjudications will not be accepted).

Work as part of the Application Support team responsible for Tier 1 through Tier 2 support leveraging Salesforce and Amazon Connect functionalities including chat. You will contribute to the technical support team by providing valuable guidance for Tier 1 and Tier 2 incidents common issues.

Providing support for Tier 1 and Tier 2 incidents involving Salesforce, Amazon Connect, and the application
Quickly gain an in-depth understanding of supported applications and typical types of user issues including resolutions
Utilizing chat functionality effectively to deliver service and support to agency customers
Engaging 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
Conducting research using available resources, including knowledge bases, training materials, and published solutions
Adhering to established agency processes and procedures
Identifying and escalating priority issues and redirecting problems to appropriate resources
Accurately processing and recording call transactions via the agency's ticketing system
Following up with and making scheduled callbacks to customers as per standard procedures
Staying current with agency system information, changes, and updates as directed
Employs good written and communication skills in order to effectively respond to and answer customer inquiries both via phone and/or e-mail correspondence
Handles multiple priorities and customer issues in a professional and calm manner being able to interpret, understand and effectively resolve the question/s that the customer is asking
Enters, monitors, and updates help desk tickets in the call tracking system to track progress and resolution of customer issues
Performs closed-loop communication with end users to resolution
Must be able to meet and adhere to established guidelines for average chat volume, call times, number of tickets/calls per day, etc., and other related SLAs to ensure that we meet established and reported SLA requirements
Develop and create documentation on training materials, FAQs and Knowledge Base Articles
All other duties as assigned

Requirements

1+ years of experience in a call center environment providing customer/user service, and in providing technical and end-user support for commercial application support, COTS, and/or proprietary applications software via multiple channels including email, chat, and phone
Experience using a Help Desk ticketing system such as Salesforce, Remedy, or Ivanti
Experience researching problems, analyzing trends, and distributing findings
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
ACTIVE SECRET CLEARANCE REQUIRED

Benefits

Medical, dental, vision insurance

Life insurance

Short-term and long-term disability insurance

11 paid federal holidays

Paid vacation

401K with company match

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Customer Service
Industries
IT Services and IT Consulting

Referrals increase your chances of interviewing at Tesla Laboratories, Inc. by 2x

Get notified about new Service Desk Analyst jobs in Vienna, VA.

Washington, DC $82,000.00-$87,000.00 4 days ago

IT Support Analyst (Evening shift 4pm-12am)

Washington, DC $50,000.00-$60,000.00 16 hours ago

Washington, DC $47,000.00-$58,000.00 1 week ago

Arlington, VA $57,400.00-$73,800.00 1 month ago