Customer Support Analyst with Security Clearance
Graham Technologies is seeking a Customer Support Analyst to provide high-level, on-site support within a federal help desk environment. This role involves troubleshooting complex technical and functional issues, collaborating with stakeholders across teams, and delivering analytical insights to optimize system use and customer satisfaction. You'll serve as a key liaison between government and contractor personnel in a cross-functional, fast-paced setting. Location: Reston, VA Key Responsibilities: \ Deliver prompt and effective on-site support to end users. \ Serve as the primary point of contact for system-related inquiries and issue resolution. \ Ensure accurate and seamless transaction processing across platforms. \ Develop and debug complex SQL queries to support system operations. \ Apply knowledge of federal acquisition processes to assist with system support. \ Collaborate with the Program Management Office (PMO) to support end-of-fiscal-year activities. \ Support monthly account reconciliation in partnership with the government customer. \ Assist in creating, updating, and maintaining Standard Operating Procedures (SOPs) and program documentation. \ Facilitate user training through expert-level "brown bag" sessions focused on financial systems. \ Analyze and resolve complex technical issues in collaboration with stakeholders. \ Monitor system performance and recommend improvements for optimization. \ Perform root cause analysis to identify and mitigate recurring issues. \ Document all technical support activities, ensuring knowledge transfer and continuity. \ Coordinate with vendors and contractors on issue resolution and system upgrades. \ Bridge communication between technical teams and non-technical users to ensure clarity and effectiveness. Required Skills: \ Active TS/SCI clearance \ Current CI Polygraph or eligibility to obtain one \ Experience providing Tier 2-3 Service Desk support \ Strong multitasking and problem-solving skills in a high-demand environment \...
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