Service Desk Specialist/User Support Analyst

Job Title:Service Desk Specialist/ User Support Analyst
Job Function: Customer service and application software assistance to business applicants of the Federal Grants Lifecycle
Job Type: Full Time Contract/Perm
Location: Remote 
Work Schedule-

1. 1. Training Schedule:  9am-6pm (mandatory for first 6-8 weeks)
   2. Work Schedule:  11am-8pm (after training and initial integration to phones, unless coverage is needed in an earlier shift)

Candidates will have to make their own way to Bethesda Maryland to get fingerprinted and pick up their badge after the public trust process is complete, on their own expense.
 
* Candidate must be a U.S. Citizen / Green Card holder who has resided in the U.S. for at least 3 years and the ability to obtain a public trust clearance.
 
Please no Corp to Corp,
Scope of Job
RCM is seeking candidates for the User Support Analyst position at a Federal Agency.
Candidates will receive inbound calls and provide functional customer service and application software assistance to business applicants of the Federal Grants Lifecycle. Candidate must be comfortable interfacing with highly educated specialists as well as applicants who are new to the grants process; must have ability and desire to learn quickly and apply knowledge effectively and support the team mission to provide outstanding customer service.
Responsibilities:

• Engage with a high volume of customers daily, respond to their software service requests via telephonic and web-based communications.
• Triage problems and document triage methodology in CRM ticketing system.
• Troubleshoot and analyze system application issues accurately in a fast-paced environment.
• Maintain accurate information and timely updates using a CRM ticketing system.
• Follow proper escalation guidelines.
• Experience supporting system issues with internal and external users.
• Review training material and other resources to accurately apply business application knowledge when communicating with end-users.
• Work with team members and subject matter experts to document /communicate changes to support the team mission.
• Analyze and correct system problems using documented procedures, available tools, and personal knowledge and skills.
• Increase customer satisfaction by resolving issues.
• Participate in continuous improvement by generating suggestions, engaging in problem solving activities to support teamwork.

Qualifications:

• Understanding of the Federal Grants process is a plus.
• Application software support troubleshooting is a plus.
• Prior customer and end---user support experience required.
• Must have excellent communications skills.
• Knowledge and understanding of the System Development Life Cycle (SDLC) is a plus.
• Excellent problem solving and analysis skills with the ability to effectively troubleshoot and resolve or escalate problems.
• Use critical thinking to break down problems, evaluate solutions and make decisions.
• Prior experience working with a ticketing system or other Help Desk tools.
• Ability to identify and utilize relevant resources to provide customers with information and resolution.
• Strong research and resource management skills.
• Experience working within a Federal Agency is a plus.
• Must be able to pass a background investigation and qualify for a Public Trust clearance.

Education & Certifications

• Bachelor's degree preferred.
• 3---5 years of customer support experience providing functional support is preferred

Equal Opportunity Statement

• RCM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Disclaimer

• This job description is intended to describe the general nature and the level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. RCM reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.

About RCM:
RCM Life Sciences & IT is a leading provider of IT Business Solutions and Engineering Services to over 1,000 clients in the commercial and government sectors. RCM partners with clients to define, implement, and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.
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