Guidehouse · 2 days ago

Jr Production Support Analyst

District of Columbia, United States

Part-time

Onsite

Entry Level

$38K/yr - $56K/yr

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Insider Connection @Guidehouse

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Receive application support requests from the Level 1 help desk or other help desks, perform initial triage.

Create tickets and/or confirm ticket receipt in Government’s Remedy ticketing system. Ensure Tier 2 and 3 support personnel are aware of critical tickets.

Escalate critical issues to the appropriate team point of contact. Communicate with customers and/or stakeholders regarding system outages and trouble resolution, as required.

Utilize and comply with existing applications standard operating procedures to support the suite of applications and follow Government processes for triaging trouble tickets.

Direct unresolved issues to the appropriate Production Support Level 3 Analyst.

Qualification

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DHS EOD ClearanceCustomer ServiceCommunicationProblem-SolvingAdaptabilityTeamworkRemedy Ticketing SystemIT Help Desk Ticketing SystemActive DHS EOD Clearance

Required

U.S. Citizen

Must be able to obtain a Department of Homeland Security (DHS) Entrance on Duty (EOD) clearance which is equivalent to a Public Trust level clearance.

Experience providing customer service support.

Excellent written and verbal communication skills.

Willing to learn and adopt new skills.

Must be a team player.

Be able to work M-F from 3-6 PM EST with a maximum of 15 hours/week