Support Assistant

This is a fully remote position, open to applicants in District of Columbia, +1 more state.

📋 Description

• Provide help desk assistance to end users of government information systems, including Tableau and Salesforce.

• Identify, prioritize, and resolve or escalate issues as necessary.

• Deliver Tier 1 support and escalate requests to development and operations teams when suitable.

• Address access issues, process name changes, and update email information to enable system access.

• Troubleshoot end-user problems across designated platforms and direct them to appropriate resolver groups.

• Record help desk inquiries in a ticketing system.

• Collaborate with cross-functional teams to detect and resolve issues.

• Execute projects, develop work plans, and ensure timely completion as instructed by the IT manager.

• Assist users in gaining access to systems and databases through email support and the Service Console.

⛳️ Requirements

• BA/BS degree in computer science or a related field.

• 2+ years of customer support experience in a technical setting.

• Current T4 Public Trust or the ability to obtain one.

• Outstanding customer service skills.

• Strong interpersonal abilities for effective communication with internal and external personnel at all levels.

• Robust analytical and problem-solving capabilities.

• Familiarity with Tableau and its functionalities.

• Capacity to multitask and work independently with minimal supervision.

• Ability to safeguard sensitive information.

• Capability to follow directions while maintaining attention to detail.

• Proficiency in customer support, Microsoft Office, Standard Operating Procedures (SOP), and troubleshooting.

• Willingness to work shift hours, including weekends and holidays, as dictated by customer needs.

• Less than 10% travel required.

🏝️ Benefits

• Comprehensive medical plan options, including plans with Health Savings Accounts.

• Dental plan options available.

• Vision plan options offered.

• 401(k) plan with company matching contributions.

• Full-flex work weeks where feasible.

• Paid time off, including vacation, sick leave, personal time, holidays, parental leave, military leave, bereavement leave, and jury duty leave.

• Typically, 15 days of paid leave per calendar year.

• 10 paid holidays annually.

• Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees.

• Short- and long-term disability benefits.

• Life insurance coverage.

• Accidental death and dismemberment insurance.

• Personal accident insurance.

• Critical illness insurance.

• Business travel and accident insurance.

• AI-powered career tool that identifies career steps and learning opportunities.

• Internal mobility team dedicated to supporting career aspirations.

• Opportunities for professional growth.

• Recognized culture of innovation and military-friendly workplace.