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Role Description

SierTeK Ltd. is seeking an Application Support Specialist to support an opportunity remotely. This position is part-time.

• Manage user-reported issues with MMO products and services, coordinating with other application and domain experts as necessary.

Key Responsibilities:

• Issue Triage:
  • Categorize and prioritize application support requests based on established criteria characterizing urgency and impact.
  • Assess the severity of user-reported issues and assign appropriate priority to ensure timely resolution.
• Issue Investigation:
  • Perform preliminary investigation of user-reported issues through initial troubleshooting or diagnostics.
  • Leverage support products (e.g., documentation, training, or official knowledgebases) associated with MMO products and services to resolve common problems and validate user-reported issues.
• User Engagement:
  • Gather additional information from end users including specific versions, error messages, operating contexts, or steps required to reproduce a problem.
  • Perform user education by pointing users to relevant self-help resources (e.g., documentation, training, or official knowledgebases).
  • Improve self-help resources, as needed.
• Issue Management:
  • Capture and track all support interactions, maintaining detailed record of issue reports and resolution steps.
  • Track metrics to ensure timely resolution of issues, prioritized by urgency and impact.
• Issue Escalation:
  • Coordinate the resolution of issues through other specialists, as necessary.

Qualifications

• 3-5 years of relevant experience
• Active TS/SCI clearance and SAP eligibility
• Bachelors in Relevant Field (i.e., Communications, Event Management, Business Administration)

Company Description

SierTeK proudly serves our clients by providing expertise in the Program Management, Information Technology, and Administrative Support domains. Founded in 2007 as a minority and service-disabled veteran-owned company, we serve as prime- and subcontractor for a multitude of Federal Department of Defense contracts. By focusing on continual improvement, our services remain at the forefront of our industry, and we pride ourselves on delivering our services with the highest degree of integrity.