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Support Specialist

Customer SupportCustomer SupportFull TimeRemoteTeam 51-200H1B No SponsorCompany Site LinkedIn

Location

Washington

Posted

66 days ago

Salary

Not specified

High School3 yrs expEnglish

Job Description

• Generate incident tickets in JIRA Service Desk • Provide application troubleshooting to resolve customer incident including walking the customer through error reporting and creating screenshots • Update Knowledge Base to support troubleshooting • Follow up on outstanding requests and ensure timely resolution • Escalate to Tiers 2 and 3 as needed based on escalation procedures • Identify requests that are system enhancements, document and escalate to manager for review • Additional duties and responsibilities as assigned

Job Requirements

Minimum High School Diploma or General Equivalency Diploma
US citizenship or permanent resident status
Ability to obtain a Public Trust Clearance
1–3 years of experience supporting a Tier 1 Help Desk for Application Support
Proficient written and verbal communication in English, including technical writing skills
Strong skills in communicating complex and abstract processes with non-technical audiences
Strong customer service and troubleshooting skills
Ability to communicate technical information, both verbal and written, to a wide range of end-users
Organized, detailed, and a team player
Bachelor's degree in computer science or related field (preferred)
Previous participation on Agile projects (preferred)
Experience using JIRA Service Desk (preferred)