Computer Systems Analyst / User Support Specialist #4231

Careers

  • US-Remote Employee Location
  • Information Technology
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Company Overview

GovCIO is a team of transformers–people who are passionate about transforming government I.T. We believe in making a difference by developing digital strategies and delivering the technology-related innovation that improves governmental operations each day.

But we can’t do it alone. We welcome and nurture an inclusive and diversified work culture. Because different backgrounds, experiences, abilities, and perspectives make us better decision-makers, problem solvers, and creators. We’re changing the face of I.T. – from our diverse staff to the end-products we develop. And we’re excited to expand our team. Are you ready to be a transformer?

Responsibilities

  • Provide Tier 1/2 User Support (8am – 5pm, M-F) for Security and Exchange Commission (SEC) Tips, Complaints and Referrals (TCR) system
    • Open and actively manage JIRA support tickets (~20 requests per day)
    • Escalate high priority issues reported using established guidelines & policies
    • Investigate issues and test reported issues to assist in root cause analysis, diagnosis, and remediation activities
    • Coordinate directly with users to troubleshoot issues and/or collect information to assist the testing and development teams through resolution
    • Effectively communicate step-by-step solutions to end-users
    • Manage ticketing process for all reported TCR issues
    • Quickly assess client’s business issues and data needs
  • Support the creation and maintenance of Standard Operating Procedures and other knowledge management materials
  • Document business process flows using Visio
  • Run daily application health checks and test application changes
  • Monitor internal applications and respond to issues reported regarding external applications 
  • Actively manage TCR tickets and end user request email inbox
  • Create and manage spreadsheets and PowerPoint slide decks used to track and report Tier 1 activities to management
  • Communicate with the project team and client about technical and end user issues using both written and verbal means
  • Support testing activities as needed (User Acceptance, Disaster Recover exercises, etc.)
  • Support meetings with customer and business POCs

Qualifications

  • Bachelor’s degree with 5 – 8 years (or commensurate experience)

Required Skills and Experience

  • 5+ years’ experience providing User Support
  • Experience using HP ALM, Microsoft Visio, and ServiceNow
  • Proficient in JIRA, Microsoft Office Suite and SharePoint
  • Ability to work independently and collaboratively in a hybrid-remote work environment
  • Experience documenting customer issues and requests
  • Excellent verbal and written communication skills, including proper phone/email etiquette
  • Knowledge of computer system capabilities, business processes, and work flows.

COVID Policy: New employees will be required to adhere to the Company’s and its clients’ COVID-19 safety procedures. In the event that the COVID-19 vaccination mandate for Federal Contractors is enforced, you must become fully vaccinated or request and be approved for an exemption. Employees working onsite at a client location must comply with our client’s COVID-19 requirements.

GovCIO is a team of professionals who want to make a difference. And that can only happen with a diverse, happy, and cared-for team. So, we prioritize your well-being, equity for all and look for ways to make work a better place for each of us every day.

We are an Equal Opportunity Employer. All qualified applicants receive consideration for employment without regard to race, ethnicity, religious affiliation, gender, gender identity or expression, sexual orientation, national origin, or disability status. EOE AA M/ F/Vet/Disabled

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