Technical Support Specialist

The Technical Support Specialist will interact with website events and customer issues in an intuitive, problem-solving manner. You will be responsible for monitoring the availability of 24/7 applications and responding to alerts by either resolving issues or escalating them to the appropriate level in real-time. Expertise is needed to support mobile devices as well as desktops and laptops.

We are looking to fill 1 full-time employee for our 3rd shift, and you will be on-call 1 weekend per month, which will accrue PTO. This position requires a tech-savvy person who can predict potential issues and is looking for a career opportunity that is challenging.

You will be working with a large team that is responsible for architecting, building, testing, and supporting the site. You may be involved in assisting with some of these efforts. PA state government or other government experience is helpful. This position is associated with a long-term contract with excellent career-building opportunities.

This is a work-from-home position. Must be dependable with a proven ability to work without direct supervision. You must reside in the United States.

Laptop & communication tools will be provided.

Requirements

• Website monitoring includes analyzing notifications and alerts for escalation, supporting real-time and scheduled events, and ensuring all automated communications are distributed without error.
• Provide support communications for customer issues.
• Interface with team leadership to understand daily / weekly roles and responsibilities and provide status updates on all activities daily.
• Performs quality assurance (testing) procedures to ensure error-free working products and applications.
• Evaluation and analysis of digital program performance and preparation of standardized analytical reports for internal and external purposes.

Job Requirements

• Ability to handle multiple tasks with changing priorities.
• Ability to work in a fast-paced, deadline-oriented environment.
• Shift schedule will be non-traditional working hours, including one weekend a month.
• Ability to work independently to complete required tasks without direct support or supervision.
• Understands basic user experience/information architecture.
• Understanding of website technologies (HTML, CSS, JavaScript).
• Content Management System (CMS) Experience preferred.
• Ability to think critically to solve problems on the fly.
• Strong analytical, prioritizing, interpersonal, problem-solving skills.

A clear criminal background is necessary.

U.S. permanent residency is required.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance
• STD/LTD
• Accidental Dismemberment