What are the responsibilities and job description for the Customer Support Specialist position at SOS International LLC?
Overview
SOSi is seeking a highly qualified
Customer Support Specialist
to join our team in support of our government customer. The Customer Support Specialist will provide technical assistance and support to end users to resolve issues related to the ARIMS family of applications.
Essential Job Duties
Analyze, respond and resolve ARIMS application support requests and incidents submitted by end-users. Provide timely and courteous assistance to users, guiding them through troubleshooting steps and issue resolution. Diagnose, develop, resolve, and / or escalate ARIMS Tier 1 / 2 application support issues from end users. Assist users in effectively utilizing the ARIMS family of applications. Perform effective testing and training to end-users on support tools, applications, and best practices helping them become more efficient in the use of the application. Analyze and make recommendations for the improvement of processes, procedures, and technologies to better support the government customer environment. Provide technical support during product demonstrations, conduct training of government end users, and provide solutions to end user application problems. Provide feedback generated from problem / incident trend analysis to the application team to enhance application user experience.
Minimum Requirements
Bachelor's degree or postgraduate degree in engineering, scientific, technical, or business management disciplines from an accredited college or university. A minimum of 2 years of customer support experience ideally in a DoD software / application environment. An active in scope Secret security clearance. Knowledgeable about the best practices for providing support to GOTS applications. Knowledge of Microsoft SQL, CA Siteminder, BizTalk 2006, and the .Net framework.
Preferred Qualifications
Experience with cloud-based database technologies and services. Effective communication skills with the ability to interact with government clients and internal stakeholders of all levels. Ability to quickly adapt to new technologies, policies, and procedures. Possess baseline and computing environment certifications for IAT-II IAW DoD 8570.01-M (CCNA-Security, CySA , GICSP, GSEC, Security , CND, or SSCP).
Work Environment
Normal office conditions. Core hours of operation are Monday through Friday, 0600 - 1700. On government site within Ft. Belvoir, VA.
Commitment to Diversity
SOSi does not discriminate against job applicants or employees on any legally recognized basis including, but not limited to age, race, color, religion, national origin, genetic information, sex, sexual orientation, gender identity or expression, marital status, disability, veteran status, or any other characteristic protected by applicable U.S. federal, state, and local laws. Learn More
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