Production Support Specialist

Role Overview

• Plan, prioritize, and schedule Helpdesk activities to ensure maximum issue resolutions within committed SLAs
• Record any incidents and provide support to all end users with the help of the team while documenting resolutions
• In collaboration with team members and leadership, implement and iterate on enterprise level support processes, procedures, and documentation
• Build a help desk work stream that supports our application's end users and informs how to triage across the larger ecosystem
• Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement
• Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations
• Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms
• We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment.

Requirements

• 8+ years of professional Helpdesk experience
• Experience creating and/or improving Help Desk standard operating procedures
• Excellent written and verbal communication skills, with a strong preference for clarity and concision
• A high degree of situational awareness
• Strong customer service orientation
• You must be able to obtain a Public Trust Federal security clearance
• Has lived and worked in the United States for 3 out of the last 5 years
• Some of our clients may request or require travel from time to time. If this is a concern for you, we encourage you to apply and discuss it with us at your initial interview

Benefits

• Self-managed work/life balance and flexibility
• Competitive salary
• Employee Stock Ownership (ESOP) for all employees!
• 401K matching
• Medical, dental, and vision insurance
• Employer paid short and long term disability insurance
• Employer paid life insurance
• Self-managed and generous paid time off
• Paid federal holidays and two floating holidays
• Paid parental leave
• Self-managed professional development spending
• Self-managed wellness days