Job description

Avyanna Technologies is seeking a Full-Time Technical Support Analyst for our client. You are expected to have good collaboration and communication skills. This position is based in Bethesda, MD, telework allowable and preferably local to the D.C., Maryland, Virginia area.

Requirement: Candidate must be able to obtain a Position of Public Trust Clearance US Citizen or Permanent Resident (Green Card Holder). This position is unable to sponsor H1B or Visa Holders.

Responsibilities:

• Maintain customer satisfaction by providing remote and deskside support for COTS/GOTS applications that users rely on to perform daily tasks
• Diagnose and troubleshoot application incidents and problems escalated from the Service Desk or end-users.
• Respond to telephone calls, emails, and dispatched requests for technical support.
• Identify, research, and recommend solutions for a variety of technical problems across the software/application portfolio based on user feedback.
• Collaborate with developers and administrators to escalate issues that may require a functional, interface, or backend changes.
• Follow relevant procedures to resolve incidents and fulfill requests within agreed-upon service level agreements (SLAs).
• Record and document all relevant incident or problem information in the ITSM tracking platform.
• Act as a power-user of various productivity and mission-support applications to satisfy end-user needs.
• Support and deliver end-user training for common and specialized application use cases or workflows.
• Support the continual improvement of application operations based on user feedback and commonly experienced issues.
• May support user acceptance testing (UAT) processes to ensure applications perform as expected when development changes are made.
• Ability to obtain a Public Trust Clearance.

Requirements:

• At least 1 year of experience in the IT field is required.
• A bachelors degree in Computer Science or Information Systems, business, mathematics or related field. In lieu of a degree, candidates must possess an additional 2 years of direct IT support experience relevant to the responsibilities above.
• Expertise in communicating with customers.
• Experience using Service Desk ticketing systems such as ServiceNow.
• Experience in at least one of the following technologies is required: G Suite, Confluence or Asana.

Desired Qualifications:

• Experience using Kanban or Agile task tracking tools such as Asana or Atlassian Jira is a plus.
• Experience as an application power-user is a plus.
• Basic programming/scripting skills are a plus.
• Preferred certifications include: ITIL Foundations, Microsoft 365 Foundations, Help Desk Institute (HDI), or similar certifications.

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid holidays
• Paid time off
• Professional development assistance

Experience level:

• 2 years

Schedule:

• 8 hour shift

Education:

• Bachelor's (Required)

Experience:

• Service Desk ticketing systems such as ServiceNow: 1 year (Required)
• Google Suite: 1 year (Preferred)
• Jira/Confluence: 1 year (Preferred)
• IT support: 2 years (Preferred)

Work Location: Remote

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