Pyramid Systems, Inc.

System Support Specialist II

Job Locations US-VA-Arlington
Posted Date 4 weeks ago(11/9/2022 1:17 PM)
Job ID
2022-1850
# of Openings
1

Overview

Pyramid Systems is seeking a Technical/Application Support Specialist to work directly with our application team and end users. This person will be responsible for monitoring and responding to application inquires and general issues and organize support activities in cooperation with and under the direction of the Project Manager/Business Lead.

Responsibilities

The ideal candidate will bring a mix of ability to understand how the system works, strong problem-solving skills; supported by calm, clear communications, and the ability to collaborate with the application team and clients.

  • Work with the business analyst and the project manager for a deep understanding of how the system work with a solid knowledge of the business logic and functions that the application is providing/supporting
  • Support system users through provisioning of the system functional guidance as necessary over the phone or via online meetings
  • Resolve Tier 1 issues and any known issues based on existing documentation and system knowledge
  • Conduct troubleshooting with end users via phone calls or online meetings as needed
  • After investigation, escalate defects or other technical issues to the development team for resolution; track issues to closure using JIRA
  • Assist users with common application tasks and/or making minor updates to information as requested
  • Maintain and update as needed the application help desk / support documentation and troubleshooting guides
  • Attends all the agile ceremonies with the development team (daily stand up, sprint planning, grooming, sprint review, retrospective)
  • Monitor support inbox and respond to users’ inquiries and issues
  • Monitor helpdesk tickets and respond to user requests; assign to development team as necessary
  • Monitor automated emails associated with the application and ETL jobs; escalate any reported issues to the development team  
  • Communicate with stakeholders regarding planned maintenance windows and/or other events impacting the users

 


 

Qualifications

 

  • Experience supporting users through provisioning of the system functional guidance as necessary over the phone or via online meetings
  • Hands on experience resolving Tier 1 and Tier 2 WEB APPLICATOINS issues and any known issues based on existing documentation and system knowledge
  • Escalation of defects or other technical issues to the development team for resolution; track issues to closure using JIRA
  • Maintaining updates as needed the application help desk / support documentation and troubleshooting guides
  • Attends all the agile ceremonies with the development team (daily stand up, sprint planning, grooming, sprint review, retrospective)
  • Communicate with stakeholders regarding planned maintenance
  • Preferred COMPTIA A+ Certification or - Google IT Support Professional Certificate
  • Must understand programming languages to include Web Programing Languages and agile is preferred
  • Must be US Citizen (no dual citizenship)
  • Ability to receive Public Trust Clearance

Education:

  • Bachelor’s Degree

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed