CUSTOMER SUPPORT ANALYST (CI POLYGRAPH REQUIRED)

NorthHill Technology; Reston (VA); On-site; USD 90,000 - 130,000; Full time

Job summary

NorthHill Technology Resources LLC in Reston, VA is seeking a Customer Support Analyst to support a federal help desk environment. The role emphasizes end-user support, analysis, and collaboration with government and contractor personnel to resolve intricate issues.

Responsibilities include on-site assistance, SQL query troubleshooting, coordination with the program management office, and updating SOPs and program documentation. A TS/SCI CI Poly clearance and U.S. citizenship are required.

Qualifications

• U.S. citizenship is required.
• Current TS/SCI security clearance with CI Poly.
• Experience providing Tier 2-3 service desk support in a federal environment.
• Ability to thrive in a fast-paced setting while delivering quality support.

Responsibilities

• Deliver timely on-site support to customers in Reston, VA.
• Provide end-user support and liaise with management on system issues.
• Develop and troubleshoot SQL queries for reporting and analysis.
• Collaborate with government and contractor staff in cross-functional teams.
• Document support activities and resolutions for knowledge sharing.
• Coordinate with vendors for issue resolution and upgrades.
• Assist in monthly reconciliation and SOP updates.

Skills

Tier 2-3 support

Customer service

Strong communication

Problem solving

Education

Bachelor's degree or experience

Tools

PeopleSoft Financials

Government Financial Systems

Job description

CUSTOMER SUPPORT ANALYST (CI POLYGRAPH REQUIRED)

• Reston, VA
• Information Technology

Customer Support Analyst - Reston, VA 20190
Security Clearance Requirement: TS/SCI CI Poly
Position Description:
Our client 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

Customer Support Analyst - Reston, VA 20190
Security Clearance Requirement: TS/SCI CI Poly
Position Description:
Our client 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
• Demonstrate expertise in federal acquisition processes
• 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:

• U.S. citizenship
• Current TS/SCI security clearance
• Current 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
• Bachelor's preferred - may substitute experience for education

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