Tier 3/Production Support Specialist

In this role, you will join a Tier 3/Production Support team, where your primary focus will be resolving user issues and ensuring smooth operation of both desktop and mobile applications. You will be responsible for managing support desk tickets, identifying root causes of technical problems, and providing clear, step-by-step guidance to users. Your day-to-day activities will also involve conducting user training sessions, both in-person and remotely, to help individuals become proficient with the applications. As part of your responsibilities, you will collaborate closely with other support team members to escalate complex issues and contribute to continuous improvement of support processes.

• Troubleshoot and resolve user issues related to desktop and mobile applications.
• Provide training and guidance to users on application features and best practices.
• Manage and respond to support desk tickets in a timely manner.
• Communicate effectively with users to understand and address their concerns.
• Adapt to evolving support needs and application updates.
• Collaborate with team members to ensure high-quality production support.
• Attend in-office meetings in the DC Metro area at least once per week.
• Monitors vendors' release notes and plans necessary upgrades and patches as required.
• Creates and reviews technical system recovery plans.
• Coaches less experienced staff in the supported products and best practice for production support.
• Performs major upgrades of systems and associated products/software solutions.
• Acts as a technical lead for one or more client services.

Minimum Qualifications

• Associates Degree or equivalent relevant experience; Bachelor’s Degree in Information Technology, Computer Science or a related field preferred. 
• 5-8 years of experience in information technology, systems administration or other IT related field.
• Candidates must have a current secret security clearance.

Other Job Specific Skills

• Strong communication abilities, patience, and a knack for problem solving.
• Previous involvement in user support or training, especially in a technical environment.
• Adaptability and a customer-focused mindset are essential, as you will encounter a variety of user needs and technical challenges.
• located in the DC Metro area and be willing to work in the office at least once per week, ensuring effective collaboration and hands-on support when necessary.
• Familiarity with troubleshooting methodologies and knowledge base documentation will help you excel.
• Ability to adapt quickly to new technologies and processes as the support environment evolves.