Portal Administrator

AAC; Washington (District of Columbia); On-site; USD 63,000 - 77,000; Full time

Job summary

AAC in Washington, DC seeks a skilled portal support technician to help external users with public-facing applications and government partner portals. You will provide remote assistance, walk users through steps, and resolve issues across browsers and devices.

The role requires four years of experience, a high school diploma or GED, and ITSM ticketing knowledge (Zendesk and Oracle RightNow preferred). Strong communication and teamwork are essential, with eligibility for a public trust clearance.

Qualifications

• Requires a high school diploma/GED and four years of experience.
• Remote technical support for browser-based applications.
• ITSM ticketing experience required; Zendesk and Oracle RightNow preferred.
• Excellent written and verbal communication; customer focused.
• Ability to work independently and in a team.
• Must obtain agency public trust suitability before start.
• Federal agency experience and IT certifications are a plus.

Responsibilities

• Provide portal support to external users for public-facing applications.
• Troubleshoot browser-based problems and assist with document uploads/downloads.
• Log and manage tickets in ITSM and escalate as needed.
• Coordinate with Intake Information Group and field offices as needed.

Skills

Remote technical support

ITSM ticketing

Zendesk experience

Oracle RightNow

Strong communication

Education

High school diploma or GED

AA or BS in related field (plus)

Tools

Zendesk

Oracle RightNow

Job description

Provide portal support to users external to the agency either for support on public facing applications or provide customer service and technical assistance to state and local government partners. Must have Tier 2 level of knowledge on a variety of workstation and mobile device browsers and related configurations. Contacts will be received by the technicians through a dedicated 800#, an externally facing Intake Information Group, via IVR redirection, from field offices, from forwarded emails, and/or possibly through online chat functions. The technicians will utilize ITSM to log and/or manage tickets. The ticket will contain information on the caller, the type of problem, the system or systems affected, and the resolution or escalation of the problem until a solution is implemented. Support may range from simply walking the user through the application steps and assisting them with informational icons; showing the user how to reschedule an appointment and/or upload/download documents; assisting with access issues – to more complex errors potentially caused by the variety and configuration of devices being used to access the public- facing and/or systems.

Required Experience

Requirements & Qualifications:

• Requires a high school diploma/GED and a minimum of four years of experience. Formal relevant technical training and/or further relevant education (AA or BS) are a plus and may be substituted for some experience requirements
• Must be skilled at providing remote technical support to external users for browser-based applications.
• ITSM ticketing system experience required, Zendesk and Oracle RightNow experience is desired.
• Demonstrated ability to communicate orally and in writing.
• Must have a positive and patient customer service attitude.
• Must be able to work independently and within a team.
• Must obtain an agency public trust suitability determination prior to start date.
• Experience supporting a small to mid-sized Federal agency enterprise is a plus.
• Relevant industry IT certifications are a plus.

Minimum Salary

$70,000.00