Application Support & Training Specialist

LEISNOI, INC.; United States; Remote; USD 65,000 - 95,000; Full time

Job summary

Leisnoi, Inc. is seeking an Application Support & Training Specialist to provide technical support and training for a global user base. The role focuses on designing, developing, testing, and debugging MS Azure-based systems, with an active Secret security clearance required.

The position involves coordinating with project teams, documenting applications, creating Knowledge Base content, and assisting with user administration and deployment efforts. Travel to overseas locations may be required.

Qualifications

• Requires Bachelor’s Degree and 2+ years of service desk experience
• Experience with ServiceNow ITSM and global 24/7 ticket queues
• Extensive knowledge of cloud platforms (Azure, AWS, or Google Cloud)
• Proficient in Office 365 and Google Workspace
• Ability to communicate technical and non-technical info clearly
• Experience with logistical support, recovery planning, and implementation
• Proficient with MS Office applications and MS Teams

Responsibilities

• Coordinate with project teams to provide technical support for 200+ sites globally
• Prepare documentation for customer applications and maintain knowledge base articles
• Troubleshoot user issues and communicate solutions clearly
• Test potential solutions with support and development teams
• Assist with QA testing and user administration for customer applications
• Report on support desk best practices, metrics, and processes
• Assist deployment and support leads on strategic efforts
• Occasional travel to overseas locations (approx. 2 weeks/year)

Skills

ServiceNow ITSM

Azure

Office 365

G-Suite

Federal support

Strong communication

Ticket management

Education

Bachelor’s Degree

Tools

MS Teams

Job description

Application Support & Training Specialist - (123)

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Job Title

Application Support & Training Specialist

Education

N/A

Location

Remote (Virtual) - US - US (Primary)

Experienced (Non-Manager)

Category

Information Technology

Salary Grade

Date Needed By

Job Type

Full-time

Travel

Job Description

JOB DESCRIPTION

Position Title: Application Support & Training Specialist

Reports to: IT Project Manager of Enterprise Solutions Line of Business

Location: Remote and possibly part-time in the office

Job Status: Regular Full -Time

SUMMARY:

Provides expertise and direction in the development and/or modification of computer-based scientific, technical, and business software systems. Uses expertise to design, develop, code, test, and debug MS Azure-based systems.Active Secret security clearance required.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Coordinate with project team members to provide technical support to the contractor development team and the customer that includes a user base of 200+ sites globally.
• Assist in preparing documentation for the customer’s suite of applications.
• Create and maintain technical documentation including Knowledge Base articles & FAQs.
• Consult with participants, overseas missions, and other department offices about application requirements.
• Troubleshoot issues reported by users in the field with varying levels of detail and communicate with users diplomatically when report details are not clear.
• Work within the support and development teams to test potential solutions to issues reported by users and communication those solutions back to the users clearly.
• Assist with quality assurance testing when necessary.
• Conduct User Administration for customer applications and support tools.
• Report to senior management regarding support desk best practices, processes, metrics, and ongoing service request.
• Assist deployment & support leads with additional strategic efforts as needed.
• Occasional travel to support on-site overseas locations may be required (est. 2 weeks per year).

Requirements

• Bachelor’s Degree
• At least 2 years of experience working within a service desk supporting a federal customer
• Experience with ServiceNow ITSM and managing global, 24/7 ticket queues and help desk
• Extensive knowledge of cloud platforms, including Microsoft Azure, Amazon Web Services, and/or Google Cloud Services
• Extensive knowledge of cloud productivity suites, including Microsoft’s Office 365 and Google G-Suite.
• The ability to communicate technical as well as non-technical information clearly, both orally and in writing to both technical and non-technical audiences.
• Extensive experience with logistical support, recovery planning, and implementation.
• Experience using PC workstation operations in a Microsoft Office environment including MS Edge, MS Word, Excel, Outlook, PowerPoint
• Experience using MS Teams (or equivalent video sharing tools)

Desired Skills & Experience:

• Experience specifically with US Department of State software development projects
• Hands-on experience with Microsoft Azure administration
• Significant working knowledge of MS Teams & Teams sites
• 2+ years of hands-on experience with ITSM ServiceNow
• Soft skills that make a successful Service Desk employee, including:
  • Strong communication skills - written and verbal
  • Technically savvy - ability to quickly learn the customer’s suite of applications
  • Adaptability - willingness to learn new applications as we continue to expand
  • Diligent - good at following up and closing tickets

Leisnoi is an Equal Opportunity Employer

Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V