Application Support Associate Job

Application Support Associate (Job Number: 427225)

Description:

Job Description:

– Provides first line Critical Business Application support for local and remote users, resolving financial, travel and human resource application issues and answering queries through various channels such as telephone, chat, email, and tickets submitted online.

– Follows all company and department documented policies and procedures.

– Identifies, diagnoses, isolates, and resolves problems by providing application training to end users and troubleshooting error messages and other system/application issues by utilizing basic technical skills, historical database records, and knowledgebase documentation.

– May route tickets to application or system support specialists, requiring clearly documented descriptions of customers request and any troubleshooting performed.

– Maintains and updates records in Incident Management system.

– This is a shift work position in a 24x7x365 environment requiring flexibility in work hours.

Qualifications:

Qualifications:

Required Education/Skills:

– Minimum 1 year of technical support experience in a call center environment

– Proven software and application troubleshooting experience

– Proven experience providing effective and professional communication, addressing customer issues via telephone, email, and chat

– Demonstrated commitment and ability to provide excellent customer service

– Ability to work well with all teammates in a fast-paced SLA driven environment – Interpersonal skills and excellent written and oral communications, including the ability to collaborate effectively

– Understanding of basic IT concepts/practices and experience with common service desk software.

– Proven ability to think and troubleshoot logically and act decisively in critical situations

– Experience with Microsoft Office and Windows OS

– High school diploma or GED

– Must be a US Citizen and possess a US “Public Trust” clearance, Secret (or higher) clearance, or be able to obtain a Public Trust clearance.

Availability:

– Willingness to work any shift in a 24x7x365 environment, including weekends and holidays

– Ability to arrive and start work promptly at beginning of scheduled shift

Desired Education/Skills:

– 3+ years of experience in Customer Service

– ITIL Certification

– Familiarity with government environment and administrative processes

– Familiar with Service Now ticket system

– Strong Communication Skills

SAIC Overview: SAIC is a premier technology integrator providing full life cycle services and solutions in the technical, engineering, intelligence, and enterprise information technology markets. SAIC provides systems engineering and integration offerings for large, complex projects. Headquartered in McLean, Virginia, SAIC has approximately 15,000 employees and annual revenues of about $4.3 billion.

EOE AA M/F/Vet/Disability

Job Posting: May 11, 2017, 8:07:26 AM

Primary Location: United States-KY-SOMERSET

Clearance Level Must Currently Possess: None

Clearance Level Must Be Able to Obtain: Public Trust

Potential for Teleworking: No

Travel: None

Shift: Day Job

Schedule: Full-time