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Mid-level Application Support Specialist

Washington, DC
MicroSystems Automation Group (MSAG) is a Service-Disabled Veteran-Owned Business headquartered in Falls Church, VA. Since our beginning in 1987, we have provided technology solutions for Government and Commercial clients. Our company has a GREAT corporate culture, and we are committed to providing the very best to our clients and employees.

Position Information:  
We are currently searching for a tech savvy Mid-level Application Support Specialist with working knowledge of web applications, databases, Active Directory, and application user accounts to support one of our civilian agency clients, located in Washington DC (full-time telework approved). The contract supports application development and maintenance will require close coordination with the applications development team. 

Skills and Experience:
  • Serve as the first point of contact for customers seeking technical assistance over the phone, email, and incident management system.
  • Perform initial diagnosis of the service request and seeks to resolve the request immediately if possible, using automated tools.
  • Utilize the appropriate Government Furnished ticket management system to enter, track, maintain reported Incidents and help requests.
  • Resolve Incidents during the first engagement with the customer; otherwise escalate to appropriate resources as required.
  • Confirm all resolutions with the end user regardless of the which tier provided the support.
  • Verify acceptance of services by contacting the End User to confirm results and level of satisfaction.
  • Proactively track the progress of the service request until resolution is confirmed.
  • Manage/monitor the ticket identification, resolution and close out process to ensure ticket timeliness is achieved.
  • Provide routine and frequent updates, details, and escalation from open to close of the requests.
  • Create knowledge base for helpdesk staff to troubleshoot Incidents using the instructions quickly and efficiently.
  • Document solutions to Incidents and Problems in knowledge database, including recommended solutions to application errors identified during Level 1, 2, or 3 support activities per policies and procedures.
  • Track and process requests for end user account activation, changes, and terminations.
  • Coordinate as necessary with other specialized groups to manage user accounts.
  • Perform Application password resets as required (if not utilizing single sign on), in accordance with the security practices.
  • Transfer any Infrastructure related calls to Enterprise Help Desk for service in accordance with the policy and procedure documents.
  • Maintain self-help documentation and guidance that enables end users to perform self-service activities
Requirements:
  • U.S citizenship required.
  • Bachelor’s degree in business, management, information systems management or related field.  A combination of technical training and 6 or more years of experience may be considered in lieu of the bachelor’s degree requirement.
  • 4-6 years of proven experience in an application help desk specialist or application support specialist role.
  • Preferred prior application support experience with user account management.
  • Experience with ServiceNow (Incidents Management) and JIRA (Bug Report and Enhancements) desired. 
  • Strong verbal communication, organization, and coordination skills.
  • Excellent customer service skills. 
  • Experience working with application development teams for Tier 2 and 3 support escalations.


This COVID-19 vaccination is required for this position.  The Company may grant reasonable accommodations to candidates who are not vaccinated for health reasons or due to sincerely held religious beliefs.

Full-time employees are eligible for paid company benefits, paid time off, sick leave and federal /national holiday pay.

MSAG is an Equal Opportunity Employer - Disability and Veteran

Interested candidates should apply to the position via our career portal at 
https://msag.catsone.com/careers/61442-General/jobs/15520781

Find our company reviews on glassdoor.com 
https://www.glassdoor.com/Reviews/MSAG-Reviews-E812411.htm
 


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