Customer Support Analyst

Graham Technologies is seeking a Customer Support Analyst to provide high-level, on-site support within a federal help desk environment. This role involves troubleshooting complex technical and functional issues, collaborating with stakeholders across teams, and delivering analytical insights to optimize system use and customer satisfaction. You'll serve as a key liaison between government and contractor personnel in a cross-functional, fast-paced setting.

Location: Reston, VA

Key Responsibilities:

• Deliver prompt and effective on-site support to end users.
• Serve as the primary point of contact for system-related inquiries and issue resolution.
• Ensure accurate and seamless transaction processing across platforms.
• Develop and debug complex SQL queries to support system operations.
• Apply knowledge of federal acquisition processes to assist with system support.
• Collaborate with the Program Management Office (PMO) to support end-of-fiscal-year activities.
• Support monthly account reconciliation in partnership with the government customer.
• Assist in creating, updating, and maintaining Standard Operating Procedures (SOPs) and program documentation.
• Facilitate user training through expert-level "brown bag" sessions focused on financial systems.
• Analyze and resolve complex technical issues in collaboration with stakeholders.
• Monitor system performance and recommend improvements for optimization.
• Perform root cause analysis to identify and mitigate recurring issues.
• Document all technical support activities, ensuring knowledge transfer and continuity.
• Coordinate with vendors and contractors on issue resolution and system upgrades.
• Bridge communication between technical teams and non-technical users to ensure clarity and effectiveness.

Required Skills:

• Active TS/SCI clearance
• Current CI Polygraph or eligibility to obtain one
• Experience providing Tier 2-3 Service Desk support
• Strong multitasking and problem-solving skills in a high-demand environment
• Outstanding customer service orientation and communication skills
• Ability to lead and participate in release testing as needed

Desired Skills:

• Prior experience as a Budget Analyst supporting federal systems
• Familiarity with PeopleSoft Financials or similar government accounting platforms
• Understanding of Defense Travel transaction processes

Compensation:

At Graham Technologies, we believe in treating everyone with fairness and respect. Our compensation package is designed to ensure fair pay for work, reflecting our commitment to integrity.

Many IT companies offer similar services, but what truly sets us apart is our people! We care deeply about our employees and consistently show our appreciation, not just for the final outcomes, but also for the effort and dedication shown every step of the way. Additionally, our generous benefits package supports our team members in living fulfilling and prosperous lives.

Here are just a few highlights of what we offer:

• Four Weeks of Accrued PTO in the First Year
• Eleven Paid Federal Holidays
• Comprehensive Health, Dental, Vision, and Life Insurance
• 401(k) Plan with Annual Employer Contributions
• Flexible Schedules
• Reimbursements for Continued Education and Training

Why Graham Technologies?

Our core values define who we are:

• Value our Customers
• Care about our Employees
• Passionate about Innovation
• Believe in a Strong Work Ethic
• Rely on Teamwork
• Integrity Matters

Founded in 2007, GTech is a consulting services firm passionate about delivering tailored solutions that meet our clients' needs and maximize the value of their investments. We achieve this by providing top-notch professionals across the IT industry. Our team embodies integrity, commitment, and reliability, which are at the heart of everything we do.

We are also dedicated to fostering a culture of support for our employees-the lifeblood of our business. At Graham Technologies, we've built a family-oriented environment where team members are encouraged to maintain a healthy work-life balance, pursue their passions, and grow professionally through flexible schedules, continued education, and a strong sense of community.