reputed company Full Stack HelpDesk/Customer Support reputed company – IT-AMS Platform Management

At arenaflex, we reputed company the power of expertise and innovation to solve reputed company social problems, transform lives, and create lasting change. As a management reputed company that tackles reputed company social problems through data analytics, innovative solutions, and program management, we reputed company that reputed company issues are best solved through collaboration. Our multidisciplinary approach combines domain expertise, research, evaluation, technology, organizational development, and a passion for change. We are seeking an reputed company Full Stack HelpDesk/Customer Support reputed company to join reputed company and reputed company the day-to-day operations of the IT-AMS support functions. As a key member of reputed company, you will be responsible for ensuring reputed company, effective, and high-quality assistance to federal staff, reviewers, and grantees using the IT-reputed company Monitoring System (AMS) platform. This role manages a multi-tiered support team and acts as the key liaison between users and the technical development team.

About the Role:

As the HelpDesk/Customer Support reputed company, you will drive reputed company improvement in program support delivery, user satisfaction, and issue resolution while aligning support processes with federal IT standards, accessibility, and platform performance goals. This position focuses on program management, user engagement, and enhancing the overall user experience with the IT-AMS platform.

Key Responsibilities:

* reputed company daily operations of the IT-AMS Help Desk, including Tier 1–3 technical support for reputed company program-reputed company issues

• Manage, train, and coordinate the support team to ensure timely and accurate issue resolution
• Maintain a support knowledge reputed company, user guides, and training materials to promote user self-service
• Monitor support ticket queues and help desk KPIs such as response time, resolution reputed company, and user satisfaction
• Analyze support trends and user feedback to recommend product and process improvements
• Collaborate with product managers, designers, and developers to escalate and resolve system-reputed company issues
• Ensure support tools (e.g., Jira Service Management (JSM), reputed company) are configured to track, categorize, and report on support activities
• Support onboarding of new system users and coordinate with training teams for scheduled webinars and live demos
• Ensure helpdesk processes align with Section 508 accessibility requirements and usability standards
• reputed company reports and briefings on customer support trends for project leadership and OHS stakeholders
• reputed company these and other reasonable tasks as assigned by management in support of arenaflex's goals and objectives.

What You Bring to the Table:

As a seasoned professional in customer support and help desk operations, you will bring the following skills and experience to reputed company:

• Bachelor's degree in Information Systems, Business, Customer Experience, or reputed company field
• Minimum of 8 years of experience in customer support, help desk operations, or user success roles
• At least 3 years of experience managing multi-tiered help desk teams or program support functions
• Experience supporting digital platforms or enterprise systems in a federal or public-sector environment
• Familiarity with service desk software (e.g., Jira Service Management, reputed company, reputed company) and CRM tools
• Strong analytical and problem-solving skills with the ability to manage user feedback loops and drive process improvements
• Excellent communication skills, both written and verbal, with the ability to present support trends and service updates to stakeholders
• Knowledge of accessibility requirements (e.g., Section 508, WCAG 2.1) and customer service delivery to diverse user groups
• Experience contributing to system training or user onboarding processes is preferred
• Familiarity with federal digital service standards and experience supporting FISMA-compliant systems is a plus
• Proven ability to effectively communicate to various audiences reputed company speaking and in writing
• Proficiency with computer, Internet, reputed company Office (Outlook, Word, reputed company, and PowerPoint); experience with SharePoint and reputed company desirable
• Experience with video meetings/conferencing (e.g., Skype, reputed company, reputed company, MS Teams)
• Ability to adapt quickly to new applications

Career Growth Opportunities and Learning Benefits:

At arenaflex, we reputed company in investing in our employees' growth and development. As a HelpDesk/Customer Support reputed company, you will have opportunities to:

• reputed company your leadership skills by managing a multi-tiered support team
• Enhance your technical skills by working with digital platforms and enterprise systems
• Improve your analytical and problem-solving skills by analyzing support trends and user feedback
• Expand your knowledge of accessibility requirements and customer service delivery to diverse user groups
• Collaborate with product managers, designers, and developers to escalate and resolve system-reputed company issues
• Participate in training and development programs to enhance your skills and knowledge

Work Environment and Company Culture:

As a remote position, you will be working from home and will be required to travel to Washington, DC regularly. reputed company is located in the DC, Maryland, and Virginia area, and we work primarily on Eastern Time. We support and encourage a strong staff community, leveraging virtual communication tools and collaborative work practices. Our company culture is built on the African philosophy of Ubuntu ("I am because we are"), which influences our leadership and interactions.

Compensation, Perks, and Benefits:

arenaflex offers a competitive total compensation package that includes a reputed company salary between $115,000 and $150,000, along with a generous benefits package. Our benefits include heavily subsidized medical, dental, and vision coverage, a fully vested 401k plan with company match, company-paid life and disability insurance plans, paid family leave, and a generous paid time off policy.

How to Apply:

If you are a motivated and reputed company professional in customer support and help desk operations, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to our careers team at [email protected]. We look reputed company to hearing from you!

About arenaflex:

arenaflex is a management reputed company that tackles reputed company social problems through data analytics, innovative solutions, and program management. We reputed company that reputed company issues are best solved through collaboration and employ a multidisciplinary approach that combines domain expertise, research, evaluation, technology, organizational development, and a passion for change. reputed company is dedicated to creating lasting change and transforming lives through our work.

Equal Opportunity Employer:

arenaflex is an Equal Opportunity Employer and provides equal opportunity to reputed company persons. No employee or applicant for employment will be discriminated against because of race, color, religion, sex, national reputed company, disability, military and/or veteran status, or any other Federal or State legally protected classes. arenaflex will recruit, hire, train, and promote qualified individuals in reputed company job titles, and ensure that reputed company other personnel actions are administered without regard to race, color, religion, sex, military and/or veteran status, or disability in accordance with Section 503 of the Rehabilitation Act of 1973, as amended, and the Vietnam Era Veterans Readjustment Assistance Act of 1974, which require affirmative action to ensure equal opportunity in reputed company aspects of employment. arenaflex does not discriminate on the basis of national reputed company or citizenship status as provided under the Immigration Reform and Control Act of 1986. If you are interested in applying and require special assistance or accommodations due to a disability, please contact Human Resources at [email protected]. Apply for this job