Help Desk Support

US-DC-Washington
Job ID
2017-1213
# of Openings
1

Overview

At REI Systems, our work makes a difference in the lives of millions of people every day. Do you want the opportunity to contribute, grow and learn every day? We’re looking to hire individuals who are enthusiastic and eager to contribute to driving results that matter whether you are developing code for a public-facing website, or ensuring that our latest deployment is bug-free.

Do you enjoy working with amazing people? If you are solution oriented, thrive in a fast paced, agile environment then come work for a company that was ranked 7th in the 2016 Washington Post Top Workplaces.

You can be a Help Desk Support anywhere, but at REI your customer support contributes to a mission. Influence the solution!

 

"REI Systems is an Equal Opportunity Employer (Minority/Female/Disability/Vet)"

Responsibilities

This position supports a US Treasury program that safeguards the banking industry. The Customer Support Specialist will primarily be responsible for providing Tier 2 help desk support to include both technical and programmatic assistance.  Work as a liaison between customer, program staff and development teams in recording customer issues while using the application and to provide technical support.  Provide solutions to customer issues/questions. Create tickets and analyze issues reported from customers, users and stakeholders. Determine and analyze user interface problems and orients users on new or changed procedures. Coordinate action items and program deliverables with client and development teams. Follow appropriate issue handling processes to manage and close feedback in Service Now. Route issues to appropriate team members and follow up as needed. Document production bugs and enhancement requests and communicate to the project manager/lead. Track and prepare reports on types of incoming feedback and response rates. Support internal testing of the application before it goes to production and perform production verification after it is released. Maintain, retrieve, and integrate information for dissemination to project stakeholders.

 

Other similar professional duties maybe assigned as needed

Qualifications

  • A minimum of three years preferred of application support experience 
  • Excellent verbal and written communication skills
  • Ability to analyze issues and resolve problems with a quick turnaround time
  • Demonstrated ability to work in a team environment
  • Tech/internet savvy and able to gain expertise on new systems quickly
  • Able to create material and provide training to end user
  • Problem solver with strong ability to work alone in areas of core competence with minimal guidance
  • Punctual, consistent and able to meet deliverable deadlines

Education:

A bachelor's degree in business, Information Technology, communications, or related discipline desired.

Employer will accept a suitable combination of education, training or experience

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