General Analyst

*Candidate is responsible for fulfilling security onboarding requirements at approved DOT office. *

Strongbridge has an exciting opportunity for a General Analyst to support our work with the US Department of Transportation (DOT), FTA. The General Analyst will provide Tier 1 assistance in support of a suite of proprietary Government business applications and systems under the supervision of the Help Desk Analysts/Team Lead. Candidates must be clearable for a public trust and be a US Citizen or Green Card holder. Schedule is Monday through Friday, 11am-8pm.

Responsibilities:

• Receive, document, and resolve Help Desk telephone inquiries using approved processes and solutions to provide general user support for Agency-specific web-based software applications.
• Assist callers in resolving their issues; document and assign technical issues to the appropriate Tier 2 or Tier 3 team.
• Maintain consistently high customer service standards, including prompt answering of inbound calls, efficient call handling, accurate ticket documentation, and adherence to prescribed Service Level Agreement timeframes.
• Under supervision, assist with audits of cross-functional development teams, including coordinating audit setup and review, documenting findings, and presenting them to the teams.

Basic Qualifications:

• Minimum 3 years of experience in a customer service environment.
• Excellent verbal and written communication skills, including professional phone demeanor, active listening, clear call-record documentation, accurate data entry, and the ability to quickly determine a customer’s issue and appropriate resolution.
• Outstanding telephone customer service skills, including a friendly and helpful tone, effective call control, and a focus on customer satisfaction.
• Availability to work any weekday in an 8-hour shift, from 8:00 AM to 8:00 PM.
• Strong writing skills to support audits, technical writing, and knowledge base maintenance.
• Ability to communicate with developers and managers from other teams and provide constructive feedback.
• High school diploma

Desired Qualifications:

• Call Center or customer service specific training and/or certification is strongly preferred, particularly if in an IT-related area such as HDI Certified Help Desk Professional or similar.
• Experience in a Government-contract application support or customer service contact center environment.
• Knowledge of Service Management applications such as Service Now, JIRA, Zen Desk, Remedy, ManageEngine, or similar systems.

Pay Rate: $42k

The posted pay range reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity.

Headquartered in Sterling, VA, Strongbridge LLC is a key provider of IT services and engineering to the Federal Government. Strongbridge has extensive experience and knowledge in systems engineering, IT services, strategic communications and program support. Strongbridge is financially secure and a trusted partner that treats our customers, partners and employees with integrity and respect.

Enhance Your Career as Part of Our Team:

Strongbridge is a robust and agile small business led by seasoned government contracting executives with the quality processes and management controls of a large business. Our program management processes and techniques are based on industry best practices, and certified by external auditors, ensuring low performance risk. At Strongbridge, we are not only committed to providing our employees with the opportunity to pursue their careers, but we also foster a work environment that allows for mutual respect, open lines of communication and rewards for those who contribute to the company’s success and growth. To ensure the highest level of employee satisfaction, we offer a competitive benefits package. Only by recognizing the importance of a balanced work/family life can we ensure loyalty to our company and the highest level of client satisfaction. With outstanding benefits, an exciting work environment, and ample opportunity for growth, Strongbridge is the obvious choice for the business and technology leaders of today and tomorrow.

Strongbridge offers an expansive benefits package including: health/dental/vision/life/short and long term disability insurance, paid time off, paid holidays, education assistance, and 401k w/company match.

Strongbridge is a proud Equal Opportunity and Affirmative Action Employer (EEO/APP). Strongbridge embraces diversity by providing equal employment opportunities for all individuals regardless of race, color, sex, national origin, religion, age, marital status, pregnancy, sexual orientation, gender identity, genetic information, and status as an individual with a disability or protected veteran. Strongbridge also maintains a drug-free workplace.

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