Customer Support Analyst jobs in United States
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Graham Technologies ยท 1 day ago

Customer Support Analyst

positionReston, VA, USA
timeFull-time
remoteOnsite
seniorityMid Level

Graham Technologies is seeking a Customer Support Analyst to provide high-level, on-site support within a federal help desk environment. This role involves troubleshooting complex technical and functional issues, collaborating with stakeholders across teams, and delivering analytical insights to optimize system use and customer satisfaction.

Developer APIsSoftware
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Growth OpportunitiesbadNo H1BnoteSecurity Clearance RequirednoteU.S. Citizen Onlynote

Responsibilities

Deliver prompt and effective on-site support to end users
Serve as the primary point of contact for system-related inquiries and issue resolution
Ensure accurate and seamless transaction processing across platforms
Develop and debug complex SQL queries to support system operations
Apply knowledge of federal acquisition processes to assist with system support
Collaborate with the Program Management Office (PMO) to support end-of-fiscal-year activities
Support monthly account reconciliation in partnership with the government customer
Assist in creating, updating, and maintaining Standard Operating Procedures (SOPs) and program documentation
Facilitate user training through expert-level "brown bag" sessions focused on financial systems
Analyze and resolve complex technical issues in collaboration with stakeholders
Monitor system performance and recommend improvements for optimization
Perform root cause analysis to identify and mitigate recurring issues
Document all technical support activities, ensuring knowledge transfer and continuity
Coordinate with vendors and contractors on issue resolution and system upgrades
Bridge communication between technical teams and non-technical users to ensure clarity and effectiveness

Qualification

Active TS/SCI clearanceTier 2-3 Service Desk supportPeopleSoft FinancialsBudget Analyst experienceCustomer service orientationMultitasking skillsRelease testingDefense Travel processesProblem-solving skillsCommunication skills

Required

Active TS/SCI clearance
Current CI Polygraph or eligibility to obtain one
Experience providing Tier 2-3 Service Desk support
Strong multitasking and problem-solving skills in a high-demand environment
Outstanding customer service orientation and communication skills
Ability to lead and participate in release testing as needed

Preferred

Prior experience as a Budget Analyst supporting federal systems
Familiarity with PeopleSoft Financials or similar government accounting platforms
Understanding of Defense Travel transaction processes

Benefits

Four Weeks of Accrued PTO in the First Year
Eleven Paid Federal Holidays
Comprehensive Health, Dental, Vision, and Life Insurance
401(k) Plan with Annual Employer Contributions
Flexible Schedules
Reimbursements for Continued Education and Training

Company

Graham Technologies

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Graham Technologies is a firm that specializes in Software Development and Systems Integration.
dateFounded in 2007
location
Upper Marlboro, Maryland, USA
people-size51-200 employees
web-link
http://www.graham-tech.net

Funding

Current Stage
Growth Stage

Leadership Team

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Sylvion Mbi
Chief Operating Officer
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John Moore, PMP
Chief Growth Officer
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Company data provided by crunchbase