Application Help Desk Support (Closed)

Description of Work:

• Provide support to the user community of custom applications/systems enabling them to perform necessary tasks and achieve desired results.
• Respond to inquiries from users (internal and external), stakeholders, training teams, and project teams to assess problems and issues with applications, and help resolve issues within strict timeframes.
• Work may include, but is not limited to, assistance with user accounts, navigation of application, reports, troubleshooting, creation of process documents, training, etc.
• Weekend support required*
• Helpdesk operation will be 24 X 7. Candidate will be required to work in 8 hours shifts and that would span through the weekend also (candidate can get two days off in a week).  Schedule is not fixed yet, but that is the plan, candidate should be prepared when the schedule becomes live.

Basic Qualifications:

Minimum knowledge, skills, abilities needed.

• Bachelor’s Degree and 4 years of relevant work experience; Masters and 2 years of relevant work experience; or a minimum of 8 years of relevant work experience in lieu of a degree.
• Minimum of 2 years of experience in help desk providing direct support to end users of custom applications.
• Minimum of 2 years of experience with phone, email support, and communication with external clients.
• Minimum of 2 years of experience researching, analyzing, and providing resolutions to technical problems.
• Minimum of 2 years of experience documenting work processes and procedures.
• Minimum of 2 years of experience and knowledge of MS Office Suite of tools.
• Minimum of 2 years of experience in Demonstrated strong organizational and analytical skills with attention to detail.
• Minimum of 2 years of experience in Demonstrated ability to clearly and effectively communicate (verbal and written) with end users and team members of varying technical abilities.
• Must be able to obtain and maintain a US Public Trust clearance

Preferred Qualifications:

Candidates with these skills will be given preferential consideration.

• Experience supporting applications based on the Pega platform.
• Basic programming knowledge.
• Basic knowledge of Web Services.
• Basic knowledge of relational databases. 
• Experience developing training materials and user manuals.
• Experience conducting training sessions for end users.
• Prior SSA or Federal government experience

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