Customer Service Analyst

Synergy Business Innovation & Solutions is a premier implementer of cutting-edge software solutions. Synergy brings the experience and expertise necessary to deliver capability that provides tangible ROI to our customers. Synergy’s core areas of expertise are in the fields of Digital Transformation, Cloud Solutions, SaaS and Low-Code/No-Code solutions, Emerging Technologies, Data analytics and Visualization, Information Assurance, and Business Process Re-Engineering. Synergy offers its employees a generous portfolio of core and voluntary benefits including group medical, dental, and vision insurance, HSA, FSA, 401(k) with immediately vested company match, PTO/Sick Leave, 11 paid federal holidays, company paid life, short-term and long-term disability insurance, tuition and training reimbursement, fitness/wellness reimbursement, a referral bonus program, and life management programs. At Synergy, you’ll be challenged and given the opportunity to grow in your career path. In fact... growth is such a big deal to us that you will have dedicated career coaches available for every employee, company-funded certification opportunities, education reimbursement, and a general open-door policy so that you have support when you need it. Our team is eager to learn, fast-paced, and quality-driven—if that sounds like you, Synergy has a position for you! Description: • Participate in the design of software tools and subsystems to support reuse and domain analysis. • Assist Applications Engineer and Applications Programmer to interpret software requirements and design specifications to code, and integrate and test software components. Essential Functions & Duties: • Sort through, prioritize, and address end user support requests, using JIRA, Remedy, and other ticketing systems. These include, but are not limited to system access, VPN issues, hardware and software deployment, account creation and deletion, virtualization technology and cross-agency coordination. • Support onboarding process for new resources, coordinating with outside agency to complete hardware & software setups in accordance with requirements provided by hiring manager. • Create and maintain source pages (JIRA, Confluence, SharePoint). • Create, update, and distribute End User Support documentation. • Understand and track inventory, software certifications, and user support issues; occasional analysis and forecasting to assist stakeholders’ purchase decisions. • Analyze, compare, and make recommendations for software packages and other technologies. • Coordinate software installations. Skills, Qualifications and Certifications of Best Candidates: • Consistent, patient, accurate communications skills in person, on the phone, and in writing • Ability to deliver high quality documentation, with attention to detail • Ability to quickly grasp complex technical concepts and make them easily understandable • Must be a self-starter • Candidate will need to gain the Security+ certification at the time of hire or will need to obtain within 6 months of start date. Citizenship or Work Authorization Required: • Top Secret Clearance or ability to obtain a Top-Secret Clearance is required • Must be a U.S. citizen. • Must pass a background investigation Preferred Education & Experience: Commensurate experience and education. Compensation for roles at Synergy varies depending on a wide variety of factors including but not limited to the requirements of the role; education and certifications; knowledge, training, skills and abilities; level of experience; geographic location; and alignment with market data, law, and other business and organizational needs. As required by local law, the posted pay range represents the lowest to the highest pay that Synergy believes in good faith it might pay for this particular job, depending on the circumstances. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. It is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current pay range is: $60,000 – $80,000. Essential Job Function Physical Requirements: The physical requirements of this position are critical in evaluating the qualifications and abilities of an applicant or employee. The physical efforts needed to perform the essential duties of this job 90% of the time are repetitive motions, grasping, holding, and finger dexterity of the hands, reading, writing, eye-hand coordination, color distinction, and full visual abilities, hearing, talking, sitting, and use of IT equipment, phones, and office machines. To a reduced degree, Apply Job!