Senior Application Support Administrator at ECSTECH

ECS is seeking a Senior Application Support Administrator to work in our Stafford, VA office. 

Description:
ECS is seeking a highly capable and experienced senior-level Application Support Administrator to join our team. As an Application Support Administrator, you will provide proficient and effective Help Desk operations support for a custom software application to include incident handling, ticket queue management, application troubleshooting, maintenance of application environments, and documentation implementation. This role requires excellent problem-solving skills, multi-task skills, technical expertise, detail-oriented skills, and exceptional communication to provide proper user assistance and resolve issues satisfactorily. Additionally, the Senior Application Support Administrator directly supports the Application Support Manager to apply advanced analytic methodologies for optimized processes, resolution of complex issues, as well as monitoring and reporting to ensure timely and high-quality responses and adherence to SLAs and performance metrics, while also providing leadership, vision, and mentorship to junior staff in the consistent application of technical and analytic best practices.

Responsibilities:

• Provide quality customer service and IT-related support to application users in a dynamic and fast-paced environment
• Respond to inbound support requests via phone, email, or web in a timely and professional manner
• Utilize remote support capabilities to diagnose, troubleshoot, and resolve issues related to computer systems and associated components
• Leverage the incident management system to document support requests and solutions as well as to monitor and manage support queues for quick resolution and proper escalation of incidents when necessary
• Establish and maintain user accounts and manage data transfers as needed
• Provide and maintain clear, consistent, and effective communication with users about the status of their issues and resolution progress
• Leverage functional requirements and software testing environments when troubleshooting issues related to the application
• Provide hands-on training and IT guidance to empower users through troubleshooting processes within application environments
• Demonstrated leadership and mentoring abilities for help desk staff, including onboarding, training, and performance management
• Assist in the coordination of Help Desk support activities and operations
• Monitor and report on Help Desk performance metrics, quality assurance, and progress, delivering required reports to Government personnel and program stakeholders
• Develop and present instructional materials, both in-person and virtually, to application users and program stakeholders, detailing ticket trends, reported issues, and mitigation strategies and guidance
• Draft and maintain Help Desk process and procedure documentation, to include SOPs, FAQs, ticket trends, and training materials, to maximize and improve internal efficiencies and user experience