Web Applications Support Specialist

Job Details

Web Applications Support Specialist

Washington, DC

US Citizenship

We are seeking a Web Application Support Specialist supporting the DOJ CDCS program. This is a great opportunity for someone with a solid technical background who is comfortable troubleshooting web applications and providing reliable support to end users.

Job Description: Provides ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.

• Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
• Working with end-users and Tier 2 daily via phone or email and attending internal and external meetings that require the ability to communicate orally and in writing.
• Work multiple tickets at one time.
• Support testing for large enhancements.
• Think independently and act as a SME to support other team members.
• Provide technical information or solutions to problems that first-level support is unable to provide.
• Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
• Resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
• Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
• Makes proactive suggestions for service improvements.
• May train less experienced staff in the supported products and best practice for production support.

Minimum Qualifications

• Associates Degree or equivalent relevant experience, Computer Science or a related field preferred.
• 2-5 years of experience in information technology, systems administration or other IT related field.

Other Job Specific Skills

• Candidate will be supporting a client Financial System with Analytic Business Intelligence (ABI) tools and Customer Relation Management (CRM) tools, like Pega. Hence, candidates should have experience working with financial data.
• Familiar with issue tracking systems, like Jira, to track production issues, or change requests.
• SQL skills are required.
• Ability to communicate effectively, both orally and in writing, and to translate technical terminology into terms understandable to non-technical employees.
• Exceptional customer service skills.

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