CollabraLink Technologies Hiring for Help Desk – Application Analyst at Remote Full Time

Where You’ll Be Working:

We’re Groundswell: a company with a different approach to problem-solving in the most challenging and complex environments. A company that partners with government leaders to modernize and transform how missions are delivered through the creative deployment of next-generation technologies, expert talent, and modern cloud and platform-delivered applications and business models.

Why You’ll Never Want to Leave:

It is our mission to be the public sector’s leading solutions firm, bringing modern approaches to some of the most complex challenges facing our world. Our foundation is people. We are moving past yesterday’s business culture and execution models, by building a rising team that fosters individual spirit, encourages engagement in our culture and promotes opportunities to grow and learn at the leading edge of public sector technology.

Who You’ll Be Collaborating With:

Every day, you’ll be teaming up with a diverse, enthusiastic, multi-disciplinary team of creative minds with a smart sense of humor.

What You’ll Be Helping Achieve:

Groundswell is seeking a Help Desk – Application Analyst to join our team assisting Department of Education ends users with underlying financial systems. Our operation supports both Federal staff and external users with accessing educational funding and monitoring grant performance.

What You’ll Be Working On:

• Provide technical support to end users of Grant management, contracting and financial management applications
• Provide Level 1 & 2 support via phone and email
• Monitor and respond to multiple communication channels (phone, email, voicemail)
• Independently complete daily tasks and other assigned projects in a timely manner
• Log and manage ticket entries daily including utilizing proper spelling, and grammar and capturing appropriate content of discussions
• Follow up with the end users via phone or email within 24 business hours
• Report system outages in a timely manner to ensure a timely resolution
• Reference multiple points of application, public source material as well as internal documentation and policies

Required Experience:

• Excellent interpersonal, listening, and communication skills and maintain a professional, positive, and friendly customer service attitude always.
• Excellent phone voice and proper use of grammar when speaking to a customer
• Experience working on a team and supporting team members
• Ability to troubleshoot basic and advanced website usability
• Able to multi-task and adapt to procedural changes when required by client or application requirements
• Understanding of standard Microsoft Office products – Word and Excel
• Ability to handle inquiries and requests in a courteous and professional manner, including calls received in crisis situations, and/or from disgruntled callers
• Prior help desk or customer service experience and basic knowledge of Government programs and/or subject matters (procurement, grants management, financial, and travel applications
• Must be able to obtain Public Trust security clearance per contract requirements
• U.S. Citizenship required per contract requirements
• Ability to listen to and empathize with customers and acknowledge their concerns
• Ability to follow protocol and apply sensitivity and discretion in handling information
• Ability to gather information to determine a customer’s needs, apply problem-solving skills, and resolve the inquiry/request effectively
• Computer and keyboarding skills sufficient to record information from the inquirer in an accurate and efficient manner
• Ability to take direction within a team setting and complete team-related work promptly
• Ability to compose emails to customers using proper style, with writing that is clear, thorough, and grammatically correct

Preferred Experience:

• Experience with ServiceNow preferred
• Strong preference is given to candidates who also have experience with financial management, grants management, or application support
• Strong preference is given to candidates who also have experience with financial management, grants management, or application support
• Prior help desk or customer service experience and basic knowledge of Government programs
• Preference is given to candidates with experience in banking, call center or financial customer support

NOTE: Groundswell does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Groundswell and Groundswell will not be obligated to pay a placement fee.

Groundswell is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.