Customer Service IT Officer Support (Hopewell)


: $55,960.00 - $82,870.00 /year *

Employment Type

: Full-Time


: Information Technology

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Overview VariQ has an exciting opportunity for a small team of Contractors to provide users worldwide technical application support, proactive application monitoring, and user training as part of a mission focused 24x7 application support Help Desk. The Sponsor requires that the Contractor team focus its efforts on providing direct assistance to users on the use of approximately 10 Sponsor's Proprietary applications and analytic tools, monitoring of applications, databases and services to ensure application availability and performance capturing, categorizing and reporting trouble calls capturing and reporting application metrics data and interacting with application OM development teams to resolve issues. Additional Information Location Northern Virginia Salary Dependent upon experience Security Clearance TSSCI Available Immediately Responsibilities Work Requirement The Contractor team shall combine findings garnered from Sponsor-approved interactions organizations such as industry, Service Provider SMEs, and other Sponsor organizations in support of troubleshooting issues. The Contractor team shall interface, collaborate, and coordinate with development programs across the Sponsor's environment. The Contractor team shall brief Sponsor management regarding technical meetings the Contractor attends. The Contractor team shall collect and synthesize technical input from technical exchanges and outreach efforts. The Contractor team shall create technical meeting summaries for meetings with multiple Sponsor stakeholders. The Contractor team shall capture requirements during meetings with multiple Sponsor stakeholders. The Contractor team shall assist in the planning and execution of Sponsor application and analytical tool training sessions. The Contractor team shall assist in maintaining a calendar of training sessions. The Contractor team shall organize and maintain a repository of outreach interactions and outcomes on the Sponsor's share drive. The Contractor team shall populate Sponsor knowledge management tools with application and analytical tool materials. The Contractor team shall take meeting minutes and draft technical reports to capture Sponsor interactions with SMEs, stakeholders, and partners. Qualifications The Contractor shall have the following required skills and demonstrated experience Demonstrated experience providing direct assistance such as formulating iCQL queries, responding to questions, and troubleshooting Demonstrated experience monitoring application and system availability and performance Demonstrated experience writing knowledge management tool help documentation Demonstrated experience accurately capturing, categorizing, reporting trouble calls, and providing system enhancements suggestions Demonstrated experience interacting with OM and development teams while trouble shooting Demonstrated experience using Automated Call Distribution (ACD) systems Demonstrated experience documenting trouble calls and resolutions in an Information Technology Service Management (ITSM) system Demonstrated experience advocating for customer requirements and customer features during end user focus groups, readiness reviews, and other sessions Demonstrated experience developing a technical understanding of relationships, dependencies, and requirements for complicated systems containing both hardware and software components Demonstrated experience developing or reviewing training materials and application documentation such as course manuals, workbooks, handouts, computer based training (CBT), and multimedia training aids Must have the ability to transport laptopwork equipment to and from work and home in order to support remote work, if required. Other demonstrated experiences which are highly desired, though not required, include Demonstrated experience across the Sponsor environment with various application projects and user support efforts Demonstrated experience using the Sponsor's Service Management tool VariQ is an Equal OpportunityAffirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
Associated topics: assist, desktop, help desk, service, support analyst, support specialist, technical, technical support specialist, technician i, technician iv * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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