Production Support Specialist
WFA Digital Insight
The shift to remote work has accelerated demand for skilled professionals who can facilitate seamless technical operations. With a growth of 25% in remote IT roles in the past year, companies like agile six are seeking experts who can manage helpdesk activities, provide top-notch technical support, and drive process improvements. As a Production Support Specialist, you'll be at the forefront of agile six's people-first approach, working collaboratively to resolve technical issues and improve overall system efficiency. Before applying, consider how your skills in Excel, technical support, and process optimization can contribute to agile six's mission.
Job Description
About the Role
As a Production Support Specialist at agile six, you will play a critical role in ensuring the smooth operation of the company's technical systems. Your day-to-day activities will involve managing helpdesk tickets, resolving technical issues, and collaborating with the team to implement process improvements. You will be part of a self-managed team of professionals who are passionate about delivering high-quality support and resolving issues efficiently. Your work will have a direct impact on the overall user experience and the company's ability to achieve its goals.The Production Support Specialist role is a key component of agile six's technical operations, and you will be responsible for ensuring that all technical issues are resolved promptly and effectively. You will work closely with the development team, stakeholders, and end-users to identify and resolve technical problems, and you will be responsible for communicating technical information to non-technical stakeholders. Your ability to empathize with users, understand their needs, and provide effective technical support will be essential in this role.
At agile six, we value collaboration, self-management, and continuous learning. As a Production Support Specialist, you will be expected to work independently and as part of a team, taking ownership of your work and seeking feedback and guidance as needed. You will be encouraged to share your knowledge and expertise with the team and to learn from others, and you will be supported in your professional development through training and mentorship opportunities.
What You Will Do
- Plan, prioritize, and schedule helpdesk activities to ensure maximum issue resolutions within committed SLAs
- Record any incidents and provide support to all end users with the help of the team while documenting resolutions
- Implement and iterate on enterprise-level support processes, procedures, and documentation
- Build a help desk work stream that supports the application's end users and informs how to triage across the larger ecosystem
- Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement
- Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations
- Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms
- Collaborate with team members and leadership to identify and prioritize process improvements
- Develop and maintain technical documentation and knowledge bases to support the help desk team
What We Are Looking For
- 8+ years of professional helpdesk experience
- A relevant Associate's degree will count toward 2 years of experience
- A relevant Bachelor’s degree will count toward 4 years of experience
- A relevant Master’s Degree will count toward 6 years of experience
- Experience creating and/or improving Help Desk standard operating procedures
- Excellent written and verbal communication skills, with a strong preference for clarity and concision
- A high degree of situational awareness
- Strong customer service orientation
- Ability to obtain a Public Trust Federal security clearance
- Has lived and worked in the United States for 3 out of the last 5 years
Nice to Have
- Familiarity with the US Web Design System
- Experience working with government agencies
- You are a U.S. Veteran
Benefits and Perks
- Competitive salary and benefits package
- Opportunities for professional development and growth
- Collaborative and dynamic work environment
- Flexible working hours and remote work options
- Access to cutting-edge technology and tools
- Recognition and reward for outstanding performance
- Comprehensive health insurance and wellness programs
- Generous paid time off and holiday policy
How to Stand Out
- Develop a strong understanding of helpdesk software and tools, such as ticketing systems and knowledge bases
- Highlight your experience with process improvement and implementation of new procedures
- Emphasize your ability to communicate technical information to non-technical stakeholders
- Prepare examples of times when you had to troubleshoot complex technical issues and resolve them efficiently
- Be ready to discuss your experience with metrics and data analysis, and how you have used these to drive improvements in previous roles
- Showcase your passion for delivering high-quality customer support and your ability to work in a fast-paced environment
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