Customer Support Analyst

    Location: Norfolk, VA
    Date Posted: 01-07-2019
    CVP is seeking a highly talented Customer Support Analyst with a CompTIA Security+ certification. This is an exciting opportunity for a professional with a few years of experience after college to get her or his foot in the door at an IT consulting firm on a software development program.

    The CVP team provides expertise in software development and program support to our Naval customer, specifically for an information technology Defense Transportation System.  This system provides shipping capability and cargo routing for the Navy. The CVP team supports maintenance and enhancement of the application. Part of CVP’s support includes working with the user community in setting up and maintaining user accounts.

    Join CVP’s team as a Customer Support Analyst and assist with information assurance, including the protection of the integrity, availability, authenticity, non-repudiation and confidentiality of user data, and communicate with the Program Manager Office (PMO), as well as the Project Manager. This is a great opportunity for someone who enjoys problem solving and collaborating with people.

    Major Areas of Responsibility
    • Follow up with customers to clarify and resolve their problems, and to provide appropriate solutions and alternatives within the time limits
    • Maintain and update SAAR forms and documentation logging required to maintain RFM certification
    • With knowledge of RACF using the IBM TSO environment, generate new accounts or rebuild existing account and re-set passwords to existing user accounts
    • Use Remedy to work helpdesk tickets and respond when required
    • Provide a consistent level of DoD & DON IT security requirements and business best practices
    • Create and maintain user accounts with proper authorizations and accesses based on the data received on the DD2875 requests for access form
    • Provide TPOC with all DD2875 requests for review monthly
    • Log request and route appropriately within 24 hours of incident
    • Provide documentation to the Program Manager Office (PMO) on a monthly basis

    • Must be eligible to obtain a Secret government security clearance
    • CompTIA Security+ Certification
    • Bachelor's degree or 3+ years working on mainframe (IBM z/OS) using TSO, SQL, DB2
    • Previous experience supporting a software application
    • Previous experience with Remedy and the IBM TSO environment, specifically generating new accounts and re-setting of passwords to existing user accounts
    • Strong communicator with the user community and PMO team; high sense of urgency to resolve issues in a timely fashion
    • Exceptional customer service interaction skills and strong team player
    • Experience with Microsoft Outlook, Microsoft Office, and IE II web browsers

    Desired Skills/Qualifications
    • Ability to express concerns or identify issues that may impact system functionality and or user functionality

    CVP is a VEVRAA Federal Contractor and an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability. Customer Value Partners seeks to provide employment opportunities for protected veterans and individuals with disabilities.

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