What are the responsibilities and job description for the Mid Application Support Administrator position at ECS Federal, LLC?
ECS is seeking a mid-level Application Support Administrator to work in our Stafford, VA office. Please note: This position is contingent upon position availability.
Description:
ECS is seeking a highly capable and experienced mid-level Application Support Administrator to join our team. As an Application Support Administrator, you will provide proficient and effective Help Desk operations support for a custom software application to include incident handling, application troubleshooting, and maintenance of application environments. This role requires excellent problem-solving skills, technical expertise, and exceptional communication to provide proper user assistance and resolve issues satisfactorily.
Responsibilities:
- Provide quality customer service and IT-related support to application users in a dynamic and fast-paced environment
- Respond to inbound support requests via phone, email, or web in a timely and professional manner
- Utilize remote support capabilities to diagnose, troubleshoot, and resolve issues related to computer systems and associated components
- Leverage the incident management system to document support requests and solutions as well as to monitor and manage support queues for quick resolution and proper escalation of incidents when necessary
- Establish and maintain user accounts and manage data transfers as needed
- Provide and maintain clear, consistent, and effective communication with users about the status of their issues and resolution progress.
- Leverage functional requirements and software testing environments when troubleshooting issues related to the application
- Provide hands-on training and IT guidance to empower users through troubleshooting processes within application environments
- Assist in the coordination of Help Desk support activities and operations
- Draft and maintain Help Desk process and procedure documentation, to include SOPs, FAQs, ticket trends, and installation and training materials, to maximize and improve internal efficiencies and user experience
- Active Top-Secret Clearance
- 5 years' previous experience in Help Desk operations
- Onsite support Monday-Friday, except Federal holidays
- Experience with scripting language and knowledge of scripting databases
- Ability to learn and understand complex software applications
- Proficiency in MS Office and in database software
- Exceptional collaborative communication skills, written and verbal
- Strong organizational and analytical skills
- Ability to work both independently and as part of a team
Req Benefits:
