Customer Support Analyst

E-volve Technology Systems, Inc.; Great Falls Crossing (VA); On-site; USD 85,000 - 114,000; Full time

Job summary

A government contractor seeks a Customer Support Analyst for federal help desk operations in Reston, VA. The role requires active TS/SCI clearance and involves providing technical support, troubleshooting, and collaboration with various stakeholders. Ideal candidates will demonstrate exceptional customer service skills and the ability to manage complex issues efficiently, contributing to improved system performance and documentation processes.

Qualifications

• Proficiency in Tier 2-3 Service Desk support.
• Ability to thrive in a fast-paced environment.
• Exceptional communication and multitasking skills.

Responsibilities

• Deliver timely on-site support to customers.
• Provide end-user support and liaise with management.
• Document all support activities for future reference.

Skills

Customer Service

Problem Solving

Communication

Education

TS/SCI Security Clearance

CI Polygraph

Job description

Customer Support Analyst
Reston, VA 20190

Security Clearance Requirement: TS/SCI CI Poly
Location Note: On-Site Support Required

Position Description:
E-volve Technology Systems, Inc. is hiring a Customer Support Analyst to work in support of a federal help desk operations environment. The Customer Support Analyst will tackle intricate problems and processes, offering support, analysis, research, and expert advice. Collaboration is at the core of our work, as you'll engage with both government and contractor personnel in a cross-functional setting.

Responsibilities:

• Deliver timely on-site support to customers
• Provide end-user support and liaise with management on system-related matters
• Ensure smooth transaction processing
• Develop and troubleshoot sql queries
• Collaborate closely with the program management office team to facilitate end-of-fiscal-year activities
• Assist the government customer in monthly account reconciliation
• Contribute to the development and updates of Standard Operating Procedures (SOPs) and program documentation as necessary
• Provide expert-level support in brown bag sessions for financial system users
• Collaborate with stakeholders to identify, analyze, and resolve complex issues efficiently
• Monitor and maintain system performance, identifying areas for improvement and implementing solutions
• Conduct thorough root cause analysis for recurring issues to prevent future occurrences
• Document all support activities, including resolutions, for future reference and knowledge sharing
• Coordinate with external vendors and contractors to address technical issues and implement upgrades
• Act as a liaison between technical teams and end-users to ensure effective communication and problem resolution

Education and Qualifications:

• Current TS/SCI security clearance
• Current CI Polygraph or eligibility to obtain CI Polygraph
• Proficiency in providing Tier 2-3 Service Desk support
• Ability to thrive in a fast-paced environment
• Exceptional customer service skills with the ability to multitask
• Excellent communication abilities
• Capability to spearhead testing initiatives for releases when required

Preferred Experience:

• Prior experience as a Budget Analyst supporting federal systems preferred
• Familiarity with PeopleSoft Financials or other Government Financial Accounting Systems
• Knowledge of Defense Travel transaction processes is a plus

E-volve Technology Systems salaries are determined by various factors, including but not limited to location, the candidates’ education, skills, experience, and competencies, as well as contract-specific funding and organizational requirements. The projected compensation range for this position is$85,000 - $114,000 (annualized USD). The estimate displayed represents the typical salary range for this position and is just one component of E-volve's total compensation package for employees.

E-volve Technology Systems, Inc. provides Mission Operations, Information Technology Management, and Intelligence Analysis support services to advance National Security and other Federal Government programs within the Department of Defense (DoD), Intelligence, and Civilian government agencies. For more information please visit us at www.e-volvetechsystems.com.

E-volve Technology Systems, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We comply with Form I-9 identity and legal work authorization requirements for Employment Eligibility Verification in accordance the Immigration Reform and Control Act of 1986 (IRCA).

E-volve Technology Systems, Inc. offers fair and competitive compensation and benefits to all eligible employees. Salaries are dependent upon a wide range of factors including position requirements, customer/program needs, individual qualifications, education, experience, certification and/or training, location, and other job-related factors.

Please email any questions to: [e-mail]

This position supports work with the U.S. federal government. Please confirm: Are you a U.S. citizen eligible to maintain a security clearance?*

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