Today
Top Secret
IT - Support
Washington, DC (On-Site/Office)
Role: IT Production Support Analyst
Location: 5 days onsite in Washington, DC
Duration: Long Term Contract or Contract to Hire
Citizenship: US Citizen with Active Top Secret Clearance
Rate: $40 an hour (some flex)
Top 3 Requirements
Top Secret Clearance willing to work onsite 5 days per week in DC
Bachelors’ Degree
JIRA Ticketing
Role Description
Responsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continues improvements to the applications’ usability and performance.
Required Skills & Qualifications
Documents and tracks customer incidents and requests via JIRA ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable
Is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
Ability to diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations
Offer clear instructions and workarounds for resolving common issues
Maintain clear and concise and accurate documentation of support activities and incident resolution in JIRA
Provide end user training on use of new applications to users and new helpdesk personnel
Work closely with other IT teams (network, systems, application support) to resolve issues and implement fixes
Assist Senior Systems Administrators with support issues that may arise
Identify trends in recurring issues and collaborate on preventative measures
Qualifications
TS Cleared
Onsite 5 days a week
Bachelor’s Degree
Experience supporting customers use of web-based applications in a production environment
Experience with Agile framework and working on a Kanban or Scrum team
Experience managing incidents, problems and change processes in a production environment
High level of written communication and documentation skills
Preferred Skills & Qualifications
Knowledge of SQL and business/data analysis
Experience with creating and monitoring tasks in JIRA
Thanks and Regards
Murali Sharma
202.828.3494
Murali@Nastechglobal.com
Location: 5 days onsite in Washington, DC
Duration: Long Term Contract or Contract to Hire
Citizenship: US Citizen with Active Top Secret Clearance
Rate: $40 an hour (some flex)
Top 3 Requirements
Top Secret Clearance willing to work onsite 5 days per week in DC
Bachelors’ Degree
JIRA Ticketing
Role Description
Responsible for leading the monitoring and troubleshooting of user issues reported for our enterprise Pega web-based applications, ensuring user issues are resolved promptly. The analyst will collaborate across 8+ cross functional scrum teams to resolve issues affecting the user experience. This role requires a blend of technical troubleshooting, effective communication and customer service and the ability to advise continues improvements to the applications’ usability and performance.
Required Skills & Qualifications
Documents and tracks customer incidents and requests via JIRA ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable
Is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved, and closed out with the customer and in the system.
Ability to diagnose, troubleshoot and resolve end user issues to ensure continuity of business operations
Offer clear instructions and workarounds for resolving common issues
Maintain clear and concise and accurate documentation of support activities and incident resolution in JIRA
Provide end user training on use of new applications to users and new helpdesk personnel
Work closely with other IT teams (network, systems, application support) to resolve issues and implement fixes
Assist Senior Systems Administrators with support issues that may arise
Identify trends in recurring issues and collaborate on preventative measures
Qualifications
TS Cleared
Onsite 5 days a week
Bachelor’s Degree
Experience supporting customers use of web-based applications in a production environment
Experience with Agile framework and working on a Kanban or Scrum team
Experience managing incidents, problems and change processes in a production environment
High level of written communication and documentation skills
Preferred Skills & Qualifications
Knowledge of SQL and business/data analysis
Experience with creating and monitoring tasks in JIRA
Thanks and Regards
Murali Sharma
202.828.3494
Murali@Nastechglobal.com
group id: 91142412
