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 Specialistwith 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
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