What are the responsibilities and job description for the Web Application Support Specialist position at Dunhill Professional Search & Government Solutions?
Web Application Support Specialist I
Hybrid: Washington DC
US Citizen
Pay Range: $32.55-36.06/hr
We are seeking to hire a Web Application Support Specialist in support of the Justice-CDCS program. This is a great opportunity for someone who is looking to build a long-term career in IT by gaining hands-on experience with web application support and incident resolution.
Job Description: Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provides hardware/software support and implements technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Responsible for Level 2 intermediate level troubleshooting.
- Review, analyze, and respond to assigned Tier 1 tickets to ensure timely response, turnaround, and resolution adhering to defined SLA metrics.
- Applications requiring support include Analytic Business Intelligence tools and Customer Relation Management (CRM) tools, like Pega.
- Works with end-users, stakeholders, and the O&M team daily via phone, email, or chat.
- Attends and supports both internal and external meetings that require the ability to communicate orally and in writing.
- Provide first line of support, performing initial incident management and triage.
- Occasionally this individual will be required to support testing efforts for large-scale enhancements which are impactful to the applications they support.
- May use FAQ tools and/or knowledge bases to resolve user requests.
- Analyzes problems and provides technical assistance, support, and advice to end users for hardware, software, and systems through phone, email, or chat.
- resolves computer software and hardware problems of users, and acts as a contact for users having problems using computer software, hardware, and operating systems.
- Answers questions, applying knowledge of computer software, hardware, systems, and procedures.
Minimum Qualifications
- Associates Degree or two (2) years experience working in Help Desk environment is required
- Minimum of 1 year experience required.
Other Job Specific Skills
- Individuals with SQL skills are preferred.
- Familiar with issue tracking systems, like Jira, to track tickets and tasks.
- Ability to work multiple tickets at one time and adhere to ticket assignment deadlines.
- Exceptional customer service skills.
#cjpost
Salary : $33 - $36