What are the responsibilities and job description for the Midlevel Application Support Specialist position at MSAG?
MicroSystems Automation Group (MSAG) is a Service-Disabled Veteran-Owned Business headquartered in Falls Church, VA. Since our beginning in 1987, we have provided technology solutions for Government and Commercial clients. Our company has a GREAT corporate culture, and we are committed to providing the very best to our clients and employees.
Position Information:
We are currently searching for a tech savvy Mid-level Application Support Specialist with working knowledge of web applications, databases, Active Directory, and application user accounts to support one of our civilian agency clients, located in Washington DC (full-time telework approved). The contract supports application development and maintenance will require close coordination with the applications development team.
Skills and Experience:
This COVID-19 vaccination is required for this position. The Company may grant reasonable accommodations to candidates who are not vaccinated for health reasons or due to sincerely held religious beliefs.
Full-time employees are eligible for paid company benefits, paid time off, sick leave and federal /national holiday pay.
MSAG is an Equal Opportunity Employer - Disability and Veteran
Interested candidates should apply to the position via our career portal at
https://msag.catsone.com/careers/61442-General/jobs/15520781
Find our company reviews on glassdoor.com
https://www.glassdoor.com/Reviews/MSAG-Reviews-E812411.htm
#CJ123
#DICE123
.
Position Information:
We are currently searching for a tech savvy Mid-level Application Support Specialist with working knowledge of web applications, databases, Active Directory, and application user accounts to support one of our civilian agency clients, located in Washington DC (full-time telework approved). The contract supports application development and maintenance will require close coordination with the applications development team.
Skills and Experience:
- Serve as the first point of contact for customers seeking technical assistance over the phone, email, and incident management system.
- Perform initial diagnosis of the service request and seeks to resolve the request immediately if possible, using automated tools.
- Utilize the appropriate Government Furnished ticket management system to enter, track, maintain reported Incidents and help requests.
- Resolve Incidents during the first engagement with the customer; otherwise escalate to appropriate resources as required.
- Confirm all resolutions with the end user regardless of the which tier provided the support.
- Verify acceptance of services by contacting the End User to confirm results and level of satisfaction.
- Proactively track the progress of the service request until resolution is confirmed.
- Manage/monitor the ticket identification, resolution and close out process to ensure ticket timeliness is achieved.
- Provide routine and frequent updates, details, and escalation from open to close of the requests.
- Create knowledge base for helpdesk staff to troubleshoot Incidents using the instructions quickly and efficiently.
- Document solutions to Incidents and Problems in knowledge database, including recommended solutions to application errors identified during Level 1, 2, or 3 support activities per policies and procedures.
- Track and process requests for end user account activation, changes, and terminations.
- Coordinate as necessary with other specialized groups to manage user accounts.
- Perform Application password resets as required (if not utilizing single sign on), in accordance with the security practices.
- Transfer any Infrastructure related calls to Enterprise Help Desk for service in accordance with the policy and procedure documents.
- Maintain self-help documentation and guidance that enables end users to perform self-service activities
- U.S citizenship required.
- Bachelor’s degree in business, management, information systems management or related field. A combination of technical training and 6 or more years of experience may be considered in lieu of the bachelor’s degree requirement.
- 4-6 years of proven experience in an application help desk specialist or application support specialist role.
- Preferred prior application support experience with user account management.
- Experience with ServiceNow (Incidents Management) and JIRA (Bug Report and Enhancements) desired.
- Strong verbal communication, organization, and coordination skills.
- Excellent customer service skills.
- Experience working with application development teams for Tier 2 and 3 support escalations.
This COVID-19 vaccination is required for this position. The Company may grant reasonable accommodations to candidates who are not vaccinated for health reasons or due to sincerely held religious beliefs.
Full-time employees are eligible for paid company benefits, paid time off, sick leave and federal /national holiday pay.
MSAG is an Equal Opportunity Employer - Disability and Veteran
Interested candidates should apply to the position via our career portal at
https://msag.catsone.com/careers/61442-General/jobs/15520781
Find our company reviews on glassdoor.com
https://www.glassdoor.com/Reviews/MSAG-Reviews-E812411.htm
#CJ123
#DICE123
.
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