IT Support Specialist 1

Atlanta, Georgia | Freelance | Job ID #57618 |
Posted Last Month
 

Onward Search is hiring an IT Support Specialist 1 on a 6-month contract basis with a government client with offices near Atlanta’s Westside District.

Project Scope:

  • W2 Contract role expected to last for at least 6-months
  • 40-hours a week will be expected
  • Local candidates only. Remote Work Permitted: Due to COVID-19, the client has agreed to allow the selected candidate to work remotely for the time being
  • However, the selected candidate must be available to report onsite as directed by the client

Job Summary:

  • Provide end-user support in efficient and effective utilization of software applications
  • Troubleshoot existing applications as well as identifying, analyzing and recommending adoption of new applications
  • Document processes and conducts analysis

Requirements:

  • Support and maintain software applications across unit(s) to include prompt addressing and resolution of software related issues
  • Provide ongoing user support and resolution for system, application and/or data issues. Troubleshoot and correct processing errors
  • Assist with the development and maintenance of specifications associated with system or application function development, implementation, and/or modification
  • Develop and deploy end user application feedback systems, analyze results and recommend improvements
  • Plan and conduct preventive maintenance including installation of service packs, patches, hot fixes, etc.
  • Conduct post maintenance follow-up
  • Participate in the development and presentation of user training programs
  • Develop and maintain business and technical documentation in support of software applications and interfaces
  • Identify and recommend as appropriate, software related products and services to improve existing processes
  • Lead periodic upgrades including feature evaluation, implementation, communication and postproduction end user support for systems
  • Be the level 1 support for all incoming calls/emails/tickets etc.
  • Develop user guides for customers and internal help desk
  • Work with system functional owners to strategize and alleviate any recurring customer support issues
  • Analyze and implement tool to improve customer service, including self-service help, video etc.
  • Track and report customer support tickets count, response times, demographic trends etc. to improve customer support
  • Analyze customer request coming in to discuss with technical team or leadership of proposed improvement
  • Collaborate with customers, business analysts and cross-functional teams to develop innovative solutions to commonly occurring support issues

Qualifications:

  • Experience working with a ticketing system (ex. Jira, ServiceNow. et al.) (Required 3 Years)
  • Working knowledge of the following IT platforms and concepts: O365/Exchange, Microsoft Office, Confluence/JIRA, Windows 7, Windows 10, Mac OS (Required 3 Years)

Employer Details:

  • Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
  • The client is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
  • Onward Search is a drug-free workplace.
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About Onward Search

Onward Search helps connect creative, marketing, and technology talent with top jobs at the nation's most recognized companies and digital agencies. We offer a full range of recruitment and staffing solutions to include freelance / contract, temp-to-perm, and permanent placement.