OVERVIEW:
We are seeking a Software Support Administrator to join our team supporting our customer for implementation and support of an enterprise web-based software tool. Work location will be on-site at a government facility in Ft. Leavenworth, Kansas. This person provides a critical daily operational support role for the software system. This position will work with government software users, stakeholders, and the project team to perform software administration and support including managing user accounts, providing help desk support, and developing and conducting training for the application. The ideal candidate will have the ability to quickly learn the relevant business processes and software functions, communicate well, and work effectively both on- site and remotely using web conferencing, Slack, Jira, Confluence, SharePoint, and other tools.
GENERAL DUTIES:
- Develop and maintain subject matter expertise in the agency’s relevant business processes and the features and functions of the specific software system.
- Develop a clear understanding of system users and their needs as well as constraints and issues.
- Provide on-site and remote help desk support to system users including timely responses to help tickets, one-on-one user assistance, escalating tickets to the development team appropriately, troubleshooting and obtaining problem details, and other user support functions. Help desk live support will be provided 0900-1600 Monday-Friday excluding federal holidays, and may occasionally be required outside of these normal business hours.
- Manage system user accounts and perform administrative tasks within the system including running reports, loading documents, creating assignments, and troubleshooting issues using built-in administrator tools.
- Develop training plans, user guides, and other support materials for system users.
- Conduct user training sessions on-site at government facility and using web-based training sessions.
- Track patterns in user-reported issues and feedback and suggest potential feature improvements based on direct experience working with system users.
- Coordinate with the technical team on software issues.
- Conduct software testing during product development and provide feedback to development team.
REQUIRED QUALIFICATIONS:
- Excellent communication skills and a positive customer service attitude.
- Strong organizational, analytical, and problem-solving skills.
- Ability to complete work and meet deadlines with attention to detail and quality.
- Proficient at learning, administering, and supporting web-based software.
- Proficient with MS Word, Excel, and Powerpoint.
- Ability to represent the company professionally at all times.
- Eligible for Department of Defense security clearance
- Minimum 3 years’ related experience supporting software systems.
- Experience providing help desk / user support for software systems.
- Experience developing training materials for websites and/or software, such as user guides, annotated screenshots, and walk-throughs.
- Experience conducting on-site and web-based training for software systems.
- Bachelor’s degree in a relevant field.
DESIRED QUALIFICATIONS:
- Experience with federal government IT systems/environments.
- Knowledge of Army environment, terminology, IT, and/or doctrine.
- Experience with help ticketing systems such as Jira.
CLEARANCE:
- US Citizenship required with ability to obtain a security clearance.
