Application Support & Training Specialist

JOB DESCRIPTION

Position Title: Application Support & Training Specialist

Reports to: IT Project Manager of Enterprise Solutions Line of Business

Subsidiary: Leisnoi Professional Services, LLC

Location: Remote and possibly part-time in the office

Job Status: Regular Full -Time

SUMMARY:

Provides expertise and direction in the development and/or modification of computer-based scientific, technical, and business software systems. Uses expertise to design, develop, code, test, and debug MS Azure-based systems. Active Secret security clearance required.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

• Coordinate with project team members to provide technical support to the contractor development team and the customer that includes a user base of 200+ sites globally.
• Assist in preparing documentation for the customer's suite of applications.
• Create and maintain technical documentation including Knowledge Base articles & FAQs.
• Consult with participants, overseas missions, and other department offices about application requirements.
• Troubleshoot issues reported by users in the field with varying levels of detail and communicate with users diplomatically when report details are not clear.
• Work within the support and development teams to test potential solutions to issues reported by users and communication those solutions back to the users clearly.
• Assist with quality assurance testing when necessary.
• Conduct User Administration for customer applications and support tools.
• Report to senior management regarding support desk best practices, processes, metrics, and ongoing service request.
• Assist deployment & support leads with additional strategic efforts as needed.
• Occasional travel to support on-site overseas locations may be required (est. 2 weeks per year).

Requirements

• Bachelor's Degree
• Secret Clearance
• At least 2 years of experience working within a service desk supporting a federal customer
• Experience with ServiceNow ITSM and managing global, 24/7 ticket queues and help desk
• Extensive knowledge of cloud platforms, including Microsoft Azure, Amazon Web Services, and/or Google Cloud Services
• Extensive knowledge of cloud productivity suites, including Microsoft's Office 365 and Google G-Suite.
• The ability to communicate technical as well as non-technical information clearly, both orally and in writing to both technical and non-technical audiences.

• Extensive experience with logistical support, recovery planning, and implementation.
• Experience using PC workstation operations in a Microsoft Office environment including MS Edge, MS Word, Excel, Outlook, PowerPoint
• Experience using MS Teams (or equivalent video sharing tools)

Desired Skills & Experience:

• Experience specifically with US Department of State software development projects
• Hands-on experience with Microsoft Azure administration
• Significant working knowledge of MS Teams & Teams sites
• 2+ years of hands-on experience with ITSM ServiceNow
• Soft skills that make a successful Service Desk employee, including:
  
  
  
  • Strong communication skills - written and verbal
  • Technically savvy - ability to quickly learn the customer's suite of applications
  • Adaptability - willingness to learn new applications as we continue to expand
  • Diligent - good at following up and closing tickets
  
  
  
  

Candidates can email their resumes to HR@Leisnoi.com and must also apply online at Leisnoi.com.

Leisnoi is an Equal Opportunity Employer

Leisnoi considers all applicants for employment without regard to race, color, sex, national origin, religion, age, physical or mental disability, family responsibility, marital status, sexual orientation, political affiliation, veteran's status or any other legal protected status. Pursuant to The Alaska Native Claims Settlement Act 43 U.S.C. Sec. 1601 et seq., and federal contractual requirements, Leisnoi Corporation, may legally grant certain preference in employment opportunities to Leisnoi Shareholders and their Descendants. EOE/AA/M/F/D/V