Overview

SOS International LLC (SOSi) is seeking a highly qualified Customer Support Specialist to join our team in support of our government customer. The Customer Support Specialist will provide technical assistance and support to end users to resolve issues related to the ARIMS family of applications.

Essential Job Duties

• Respond to and resolve support requests and incidents submitted by end-users.

• Provide timely and courteous assistance to users, guiding them through troubleshooting steps and issue resolution.

• Triage, resolve, and/or escalate Tier 1/2 application support issues from end users.

• Assist users in effectively utilizing the ARIMS family of applications.

• Provide training to end-users on support tools, applications, and best practices.

• Make recommendations for the improvement of processes, procedures, and technologies to better support the ESA IT environment.

• Provide technical support during product demonstrations, conduct training of Government end users, and provide solutions to end user application problems.

• Provide feedback generated from problem/incident trend analysis to the application team to enhance application user experience.

Minimum Requirements

• Bachelor’s degree or postgraduate degree in engineering, scientific, technical, or business management disciplines from an accredited college or university.

• A minimum of 2 years of customer support experience ideally in a DoD software/application environment.

• An active in scope Top Secret security clearance or Secret with the ability to obtain a Top Secret.

• Knowledgeable about the best practices for providing support to GOTS applications.

• Knowledge of Microsoft SQL, CA Siteminder, BizTalk 2006, and the .Net framework.

Preferred Qualifications

• Experience with cloud-based database technologies and services.

• Effective communication skills with the ability to interact with government clients and internal stakeholders of all levels.

• Ability to quickly adapt to new technologies, policies, and procedures.

• Possess baseline and computing environment certifications for IAT-II IAW DoD 8570.01-M (CCNA-Security, CySA+, GICSP, GSEC, Security+, CND, or SSCP).

Work Environment

• Normal office conditions.

• Core hours of operation are Monday through Friday, 0600 - 1700.

• On government site within Ft. Belvoir, VA.