Customer Services and Information Technology Officer
Mclean, VA

Job Description

TS/

Deadline for resume Submission:7/12/19 11:59 PM

Provides customer assistance for a number of analytic applications/tools as part of a 24 hour application support effort.

Provides direct assistance to customers on how to use several applications and other associated analytic tools, including formulating queries and profile, responding to questions, troubleshooting, monitoring system availability, etc.

Capture, categorize and report trouble calls, suggested system enhancements, etc. May provide feedback for or participate in end user focus groups, readiness reviews, and other sessions as an advocate for customer requirements, customer features. Trouble shooting support may require interaction with Operations and Maintenance (O&M) development teams. On occasions the candidate will be asked to perform validation testing.

Produces weekly reports for management and occasionally produces monthly reports for customers.

Use knowledge management tools to document solutions to application issues and assist in the development and/or review of application documentation used by the team.

Use the Automated Call Distribution (ACD) system to field user calls as well as various system tools, including Enterprise Management Tool, to capture Help Desk tickets. Accurately capture, categorize and report trouble calls; suggest system enhancements, etc.

Assists with user training and participate in team working groups and strategy sessions.

OPTIONAL SKILLS: 1. Demonstrated experience with Automated Call Distribution (ACD) systems.

2. Prior experience developing and editing training materials.

3. Demonstrated experience with Software application training.

4. Demonstrated ability to write queries.

5. Demonstrated data management experience.

6. Ability to interact effectively with Client personnel at all level.

7. Demonstrated experience working in a team environment.

About Avid Technology Professionals

Avid Technology Professionals, LLC (ATP) is a premiere provider of software and systems engineering, and acquisition program management services for the community. ATP is actively seeking to pursue contract opportunities with other departments and agencies in the federal government, in state governments, and in the commercial sectors. Delivered by seasoned experts in the IT field, ATP solutions adeptly address the IT concerns manifesting in both the federal and commercial sectors.

Employee Benefits

The ATP Employee Benefits package includes:

* A Supportive and Equitable Working Environment that is both Stimulating and Challenging
* Competitive Hourly Salary
* Unique Employee Success Sharing Program that allows ATP employees to Share in Company's Successes
* Automatic Approved Overtime (as long as contract permits)
* Retirement Pay (401K); 100% company paid, immediately vested with Profit-Sharing Component
* Company Medical Coverage Plans - HMO, Open Access, PPO plans
* Company Dental Plan - widely accepted, comprehensive, and flexible
* Progressive Overtime Policy
* Flexible Spending Account benefit
* Lucrative Referral Bonus Policy
* Holiday Scheduling that Coincides with Government Holidays
* Robust Professional Expenses & Training Program
* Computer Allowance
* Internet Allowance
* Short and Long Term Disability
* Life Insurance

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