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Senior Help Desk

Company: REI Systems
Location: Sterling
Posted on: January 13, 2022

Job Description:

Do you want the opportunity to contribute, grow and learn every day? At REI Systems, our work makes a difference in the lives of millions of people every day. We're looking to hire enthusiastic and eager individuals to contribute to driving results that matter, whether you are developing code for a public-facing website or ensuring that our latest deployment is bug-free.
If you are solution-oriented, thrive in a fast-paced, agile environment, then come work for a company that was ranked as a Washington Post Top Workplace for 5 out of the last 6 years!

"REI Systems is an Equal Opportunity Employer (Minority/Female/Disability/Vet)"
The Customer Support Specialist will primarily be responsible for providing Tier 1, 2 and 3 help desk support to include technical and programmatic assistance.
Work as a liaison between customer, program staff, and development teams to record customer issues while using the application and provide technical support.
Provide solutions to customer issues/questions.
Create tickets and analyze issues reported from customers, users, and stakeholders.
Determine and analyze user interface problems and orients users on new or changed procedures: coordinate action items and program deliverables with client and development teams.
Follow relevant issue handling processes to manage and close feedback in JIRA.
Route issues to appropriate team members and follow up as needed.
Document production bugs and enhancement requests and communicate to the project manager/lead.
Track and prepare reports on types of incoming feedback and response rates.
Support internal testing of the application before it goes to production and performs production verification after it is released.
Maintain, retrieve, and integrate information for dissemination to project stakeholders.
A minimum of 7 years of application support experience
Excellent verbal and written communication skills
Ability to analyze issues and resolve problems with a quick turnaround time
Demonstrated ability to work in a team environment
Tech/internet savvy and able to gain expertise on new systems quickly
Able to create material and provide training to end-user
Problem solver with a strong ability to work alone in areas of core competence with minimal guidance
Punctual, consistent, and able to meet deliverable deadlines
A bachelor's degree in business, Information Technology, communications, or related discipline desired.

About REI Systems

Employees voted REI Systems a Washington Post Top Workplace in 2015, 2016, 2018, and 2020!

REI Systems has delivered innovative solutions that empower people and impact millions of lives since 1989. Our 600 problem-solving technologists and consultants are passionate about modernizing the government to fulfill its missions more effectively. Our customers include healthcare, national security, science and technology, and government operations in the federal, state, local, and non-profit sectors. We take a Mindful Modernization - approach in providing Application Modernization, Government Data Analytics, Grants Management Systems, Saas, and Advisory Services. Delivering domain expertise, best-fit technologies through agile execution, and a commitment to customer service is the REI Way. Learn more, visit

REI Systems is an Equal Opportunity Employer
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Keywords: REI Systems, Sterling , Senior Help Desk, Other , Sterling, Virginia

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