What are the responsibilities and job description for the CUSTOMER SUPPORT ANALYST (CI POLYGRAPH REQUIRED) position at NorthHill Technology?
Customer Support Analyst - Reston, VA 20190
Security Clearance Requirement: TS/SCI CI Poly
Position Description:
Our client is hiring a Customer Support Analyst to work in support of a federal help desk operations environment. The Customer Support Analyst will tackle intricate problems and processes, offering support, analysis, research, and expert advice. Collaboration is at the core of our work, as you'll engage with both government and contractor personnel in a cross-functional setting.
Responsibilities:
- Deliver timely on-site support to customers
- Provide end-user support and liaise with management on system-related matters
- Ensure smooth transaction processing
- Develop and troubleshoot SQL queries
- Demonstrate expertise in federal acquisition processes
- Collaborate closely with the program management office team to facilitate end-of-fiscal-year activities
- Assist the government customer in monthly account reconciliation
- Contribute to the development and updates of Standard Operating Procedures (SOPs) and program documentation as necessary
- Provide expert-level support in brown bag sessions for financial system users
- Collaborate with stakeholders to identify, analyze, and resolve complex issues efficiently
- Monitor and maintain system performance, identifying areas for improvement and implementing solutions
- Conduct thorough root cause analysis for recurring issues to prevent future occurrences
- Document all support activities, including resolutions, for future reference and knowledge sharing
- Coordinate with external vendors and contractors to address technical issues and implement upgrades
- Act as a liaison between technical teams and end-users to ensure effective communication and problem resolution
Education and Qualifications:
- U.S. citizenship
- Current TS/SCI security clearance
- Current CI Polygraph
- Proficiency in providing Tier 2-3 Service Desk support
- Ability to thrive in a fast-paced environment
- Exceptional customer service skills with the ability to multitask
- Excellent communication abilities
- Capability to spearhead testing initiatives for releases when required
- Bachelor's preferred - may substitute experience for education
Preferred Experience:
- Prior experience as a Budget Analyst supporting federal systems preferred
- Familiarity with PeopleSoft Financials or other Government Financial Accounting Systems
- Knowledge of Defense Travel transaction processes is a plus