Clarification from the agency

Open to the public

The Office of the Clerk for U.S. House of Representatives is seeking a dynamic, customer-focused Software Application Support Analyst to join our team, which is dedicated to building and supporting systems critical to the U.S. House of Representatives and used by Members of Congress, Committees, other internal agencies, and the public. This position will focus on providing Tier II/III customer support, software/data analysis, and testing for several IT systems.

As an experienced application support and data analyst, the applicant must have the temperament to provide quality support to a variety of personalities in a tactful, pleasant, and professional manner. The applicant must be able to exercise discretion and independent judgment in fulfillment of responsibilities. Attention to detail, thoroughness in work and being proactive are a must.

RESPONSIBILITIES

·        Clearly identify problems and communicate technical solutions in a user-friendly, professional manner to end users.

·        Properly escalate unresolved support calls to other team members.

·        Troubleshoot reported issues, see problems through to resolution, follow up with customers, and properly record and close support tickets.

·        Identify and document change requests and bug fixes based on customer feedback and support calls.

·        Research and resolve data issues if/when they arise.

·        Participate in new application and hardware rollouts, and special projects as needed. Including testing of new software and issue resolutions.

·        Assist with and sometimes lead sessions designed to train the Tier I team on common support calls and resolutions.

·        Create and run ad-hoc data reports and analytics when requested.

Conditions of employment

• USAJobs Conditions of Employment

Qualifications

·        Appropriate background, experience, and education.  A Bachelor’s degree in Computer Science or related field and equivalent work experience is preferred.

·        Four or more years of experience providing tier II/III support of custom software applications.

·        Strong knowledge and experience with some of the following are required: Microsoft SQL, Office 365, Helpdesk software tools, and troubleshooting applications through custom logs.

·        Strong communication (written and verbal) and interpersonal skills.

·        Experience supporting and working closely with project customers and with cross-functional teams.

·        Strong organizational and problem-solving skills with an attention to detail.

·        Knowledge of legislation and the legislative process is a plus.

·        Knowledge of and experience with XML and JSON is a plus.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

You will be evaluated using a structured interview process.