Helpdesk Support Service Specialist, Intermediate - EMW : Job Details

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