Senior Help Desk
Company: REI Systems
Posted on: January 13, 2022
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
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,
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
Document production bugs and enhancement requests and communicate
to the project manager/lead.
Track and prepare reports on types of incoming feedback and
Support internal testing of the application before it goes to
production and performs production verification after it is
Maintain, retrieve, and integrate information for dissemination to
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
Demonstrated ability to work in a team environment
Tech/internet savvy and able to gain expertise on new systems
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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