Helpdesk Support Service Specialist, Intermediate

• Provide professional and personal direct customer service and technical support to the Multi-User Engineering Change Proposal Automated Review System (MEARS) Program Office users as required via phone, email, fax, on-line systems, and/or in person.
• Develop and maintain high level of expertise with web-based application, user requirements and workflows.
• Perform regular tasks which include logging all help desk interactions following standard Help Desk procedures, resolving application user issues using administration level tools, identifying and tracking situations requiring escalated and/or urgent attention, documenting and communicating resolutions to users, preparing activity reports.
• Maintain currency with application and related tools as they are updated.
• Create and maintain marketing, demonstration and end user training materials.
• Conduct presentations at end-user training, marketing, and demonstration events.
• Identify, document and submit potential improvements and changes to application features using proposal recommendation system and procedures.
• Perform key role in the software engineering release process team.
• Conduct software testing in support of software releases.
• Excellent skills in communication and public speaking are required.
• Must be able to accept and complete tasks in a timely manner.

Requirements

• BA/BS with 3+ years related experience OR AA with 5+ years
• Secret Security Clearance