Service Support Specialist
Zekiah Technologies is seeking Operations Center Personnel to provide user support and host site monitoring services to a large user community and hosting site.
Responsibilities
- Responsible for work that involves planning and delivery of operations support services, including installation, configuration, troubleshooting, and customer assistance and training in response to customer requirements
- Identify, assess, and orchestrate the resolution of IT problems in response to customer-reported incidents/requests and standard surveillance tasks
- Coordinate resources from multiple organizations for problem resolution
- Manage accounts, user rights, and access to application systems and hosted tools
- Provide customer training
- Maintain problem tracking and resolution databases
- Create documentation for end-users and technical processes
- Ability to work well in a team setting and collaborate with co-workers for resolutions to user issues
- Provide feedback to application users regarding system status, events, and issues
Position Requirements
Essential Skills and Experience
- Must be a U.S. Citizen and be able to obtain and maintain an Active Secret Security Clearance
- High School diploma, or equivalent
- Security+ CE, A+, CCNA, or Network+ Certification
- 3 years of experience in working in an Operations center support role providing customer service and applying customer support principles and methods
- 2 years experience with using computers and Microsoft Office programs, including SharePoint, Word, Excel, and PowerPoint. 2-years of college experience in a technical degree program may be substituted
- 2 years experience in using principles, methods, and techniques used in computer troubleshooting and support
- Skilled in applying various user training methods in response to customer requirements
- Ability to participate in the planning and delivery of a full range of customer support services to the user community
- Ability to report, respond to, and resolve customer requests in a manner that demonstrates tact, patience, and resilience
Preferred Skills and Experience
- Must possess an ACTIVE Secret Security Clearance
- Experience with ACCESS (Oracle), VIEWNet (SharePoint), and NSERC applications and hosted tools is a plus but not necessary
- Administrator-level Windows operating system knowledge to support troubleshooting browser settings that impact application use
Zekiah Technologies is a small business headquartered in La Plata, MD committed to exceeding the expectations of our clients through innovation and the ingenuity of our technical solutions in the fields of software development, systems engineering, geospatial technologies, and training.
Our mission is to create a great workplace for our employees. We believe if we take care of our employees through a balanced work life, fair salaries, great benefits, and giving our employees a voice in how we serve our customers, they will be a partner in our service to our customers. Our customers rely on our team to solve their most daunting challenges, create novel solutions and support their most vital missions at a great value.