Remote Portal Support Specialist

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

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.