Senior Software Support Analyst

TechFlow’s Digital Services Division is immediately hiring a Senior Software Support Analyst to support multiple efforts. The Senior Software Support Analyst will provide technical support of TechFlow’s applications and services on the GSA ASSIST program. The main focus is assisting GSA customers with standard systems workflow in addition to researching and resolving (in a quick and timely matter) complex issues and problems, answering technical questions, and gathering in-depth information regarding issues that may require further detailed research or escalation. This is a unique opportunity to provide coverage and support for U.S. government projects in Software Development and IT solutions.

Responsibilities

• Respond to telephone and electronic support requests made by end-user customers regarding application system functionality, performance, access, and/or diagnosis of problems
• Interact with end-user customers to collect information about problems and leads users through diagnostic procedures to determine the source of error
• Assign support functions of non-standard resolution, typically high in priority, requiring significant initiative, judgment, and creativity
• Communicate standard messages regarding any known outages or issues
• Recommend common actions/solutions to correct problems
• Assess and respond to situations where standard procedures have failed to isolate or fix the problem
• Log and track calls and relevant diagnostic information and analysis using problem management database; maintains history records and related problem documentation
• May report design, reliability, or maintenance problems to higher-level Software Support Analysts for evaluation and validation
• Troubleshoot application logic issues
• Collaborate with other Senior Software Support Analysts to monitor system characteristics and performance, leveraging this knowledge to enhance solutions library
• Learn the business of the clients and understands the technology being supported
• Generate data manually or using automated tools for testing and training purposes
• Manage standard and ad hoc report requests for the GSA customer
• Generate standard reports regarding application data, system operational characteristics, or organizational metrics
• Produce standard as well as ad-hoc reports regarding application data, system operational characteristics, or organizational metrics
• Assist with the testing process of new functionality for quality assurance and cross-training purposes
• Act as a mentor trainer or potential lead to lower-level support staff as directed by management
• Develop accurate time estimates for activities and meets deadlines
• Travel to client sites to support applications as needed
• Perform other duties and special projects as needed
• Become a Subject Matter Expert (SME) lead in specific areas of the GSA ASSIST system

Requirements

• BA/BS in Computer Information Systems, Computer Sciences, or any technical field; or equivalent combination of education and experience
• ITIL Foundation Certification
• 1+ year(s) of SQL experience
• 1+ year(s) of direct customer support experience
• Proficient with Microsoft application suite (Word, XLS, PPT)
• Eligibility to obtain a Public Trust/low-level government security clearance

Preferred Qualifications

• Knowledge of ITIL Processes: Incident, Problem, Change, Release Management, CMDB
• Experience with ServiceNow or similar Help Desk ticketing system
• Strong logic/analytical skills used to diagnose user or system problems
• Knowledge and understanding of scripting languages and experience with at least one higher-level language (C, C++, or Java).
• Availability to be on call to validate maintenance releases and out of cycle deployments
• Ability to work independently, within prescribed guidelines, or as a team member
• Capable of working coherently articulately reasonably and with other team members
• Aptitude to exhaust all resources as the last line of defense on incident resolution
• Capacity to use technologies for data searching and documentation
• Detail-oriented with strong organizational and self-management skills
• Robust verbal and written communication skills
• Strong customer service expertise

Benefits

About TechFlow

Founded in 1995 at the start of the dot-com revolution, TechFlow helped large commercial clients such as Dreamworks, Toshiba, MGM, and others modernize their business systems. Today, with deep operational roots in the bi-coastal innovation hubs of California and Washington DC, TechFlow continues as a leader in applying innovative engineering, technology, integration solutions, and support services to the Federal Government’s most demanding mission and business challenges.

Our culture thrives on out-of-the-box thinking and the unique powerful entrepreneurial expressions of our employee-owners. As a 100% employee-owned company, we have a shared expectation of commitment, accountability, and responsibility driven by a culture that embraces innovation and new ideas. Our goal is not to do what has been done, but to do it better.

TechFlow has three principal lines of business: Platform Services, Mission Services, and Digital Services. Our company has a strong track record of successful contracts in both areas and encourages cross-collaboration.

Benefits

TechFlow, Inc is 100% employee-owned. Come make a difference in a job that contributes to your future and helps us build an agile workplace!

• Employee stock ownership plan (ESOP) – Pride in being an employee-owner and annual employer contribution (per plan guidelines)
• 401k plan with Roth option.
  • Eligibility for an employer match.
  • Immediate vesting
• Paid time off
• Holidays – 10 paid holidays per year
• Comprehensive medical, dental, and vision plans
• Company-paid Life & AD&D insurance plan
• Employee Assistance Program
• Wellness Resources
• Company-paid training and development program
• Voluntary benefits include:
  • Life & AD&D Insurance for employee, spouse, and children
  • Short-term and long-term disability (per plan guidelines)
  • Legal Shield and Identity Theft protection plans
  • Pet Insurance