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User Support Analyst- Bethesda, MD

Job Attributes

Job Id:

29257

Job Category:

IT Infrastructure

Job Location:

Bethesda, MD  20889

Security Clearance:

Confidential / Public Trust

Business Unit:

Zachary Piper Solutions

JOB DESCRIPTION

Zachary Piper Solutions is seeking a Customer Support Specialist in Bethesda, MD. The Customer Support Specialist I will be responsible for providing over-the-phone application support to external end-users.

Responsibilities:

  • Must have excellent communication- written and verbal. This role will be supporting external end users. This person will be part of the Service Desk team supporting a custom software application built for the federal grants system. End users will be from Research Institutes who are using the system externally. Chosen candidates must be able to effectively communicate with highly education professionals.
  • This role must be able to handle times of high call volume. Average calls/tickets per day is 25-30 per person
  • Must be eager to learn and grow technical skillsets - team will offer on the job training in software support
  • Must be able to act quickly and efficiently on priority tickets
  • Service desk will work closely with tier 2/3 as well as developers to help troubleshoot end user issues

Qualifications:

  • 4+ years of Call Center/Customer Support experience
  • Knowledge of handling basic IT issues
  • Great written and verbal communication
  • Must be able to obtain and maintain a Public Trust Clearance

Compensation:

  • $40,000-$45,000 annually
  • Health, Dental, Vision, 401K

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Job Id:

29257

Job Category:

IT Infrastructure

Job Location:

Bethesda, MD  20889

Security Clearance:

Confidential / Public Trust

Business Unit:

Zachary Piper Solutions