System Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assess and prioritize RISCS team tickets, escalating them to the appropriate team members as necessary.

• Coordinate Agency RISCS Bi-Weekly Outreach meetings, capturing announcements, demonstrations, Change Request promotions, and Q&A sessions.

• Provide clarifications to users during open forums.

• Assist in the integration and governance of Change Requests.

• Engage in RISCS team and CCB forums for the review of Change Requests.

• Revise the Operations Guide to include promoted Change Requests and up-to-date step-by-step instructions.

• Conduct start-of-business checks for escalated tickets, ensuring application connectivity and availability.

• Confirm login access across Production, Training, Development, and Staging environments.

• Monitor LDAP synchronization status.

• Verify data feeds in each environment and alert the team to any failures.

• Remove hardware records designated for deletion.

• Generate monthly ESD ticket and service request reports.

• Collaborate with users via Teams on tickets and service requests.

• Create meeting agendas and organize team reviews.

• Facilitate Outreach meetings.

• Upload presentations to relevant websites.

• Update websites with the latest meeting information.

• Document operation guides, user manuals, and training materials.

• Test developer updates that are promoted to the system.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related discipline.

• 5–7 years of experience in the IT field.

• Over 5 years of experience troubleshooting applications and delivering Tier 1 technical support to end users.

• More than 5 years of experience in identifying, documenting, and escalating support tickets to the appropriate technical teams.

• Comprehensive understanding of ticketing systems, including ticket assignment and incident prioritization.

• Exceptional communication skills with the ability to clearly articulate issues to customers.

• Patience and outstanding customer service abilities.

• Capability to collaborate with upper management and engage with customers effectively.

• Willingness to work after hours as required.

• OPM Tier 2 or higher Level of Confidence (LOC).

• Must be a U.S. citizen.

• Ability to obtain and maintain a Public Trust clearance.

• Preferred: Experience in the NASA or Enterprise environment.

• Preferred: Familiarity with Archer.

🏝️ Benefits

• Flexibility to work remotely or telework.

• Opportunity to support NASA on the CyPrESS contract.

• Flexibility to work after hours when necessary.