Technical Support Analyst (Remote)

Title

Technical Support Analyst (Remote)

Technical Support Analyst

KBR, in support of the Volpe Center, is looking for a Technical Support Analyst that will be responsible for customer support, troubleshooting, systems analysis and support of technical team. Candidate will demonstrate experience in the analysis of user needs and understanding of functional and cross-functional requirements to meet user needs for the support of a major transportation safety system.

Candidate must be able to obtain a public trust clearance***

Essential Job function

• Lead member of the help desk support for the FAA Safety Assurance System (SAS) applicationPoint of contact for the federal and commercial users of the SAS system, providing third-tier support to the FAA National Service Desk (NSD).
• Provide resolution to user account issues such as connectivity, roles and passwords.
• Provides guidance and training to users in eliminating recurring errors and where appropriate, provides recommendations for improvements based on experience(s).
• Maintain accurate call information in the call tracking environment, which will allow for proper reporting metrics to be met.
• Investigate and define the problem and the information to be processed, proposes system alternative solutions, and develops system requirements.
• Triage defects to the development team based upon the functional area and severity and priority of the defects.
• Work closely with software engineers and others to coordinate the analysis, design, and implementation of defects and changes to meet user needs.

Basic Qualifications

Bachelor's degree in business administration, information systems or equivalent experience1-2 years of directly related experienceUnderstanding of customer mission, strategic goalsExperience working with business processes and re-engineering, helpdesk, and support. Experience working with the interface of information technology with functional groups within an organization

Other Qualifications

Strong interpersonal skills to interact with stakeholders: sponsors, customers, end users, and trainers, as well as project technical staff. Superior writing skillsExperience with the full suite of MS Office toolsExperience with development support tools, such as JIRA, ServiceNow, Team Foundation Server, and SharePoint

KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.

R2087071