Job Summary: |
A(n) Cloud Support Specialist job in Washington, DC is currently available through Belcan at one of our key Federal Civilian clients. To be considered for this role, you will have a bachelor's degree and 3 years of relevant experience. Additional info: |
Job Duties: |
- Support government clients in a help desk capacity, working within a team to resolve issues via a ticketing system and troubleshooting via phone calls from clients.
- Provide daily monitoring, administration, troubleshooting, and issue resolution to user problems utilizing ServiceNow and Jira.
- Provide first-line technical support for Google Workspace applications, including Gmail, Drive, Docs, Sheets, Slides, Meet, and Calendar.
- Diagnose and resolve issues related to account access, permissions, synchronization, and overall application functionality.
- Manage and monitor the Google Admin Console for account administration, security settings, and group policies.
- Assist in onboarding new employees, setting up accounts, and delivering basic training on Google Workspace tools.
- Monitor system performance, report outages, and collaborate with IT administrators to resolve issues.
- Ensure timely resolution of support tickets, proactively following up with customers to confirm issue resolution and feature optimizations.
- Provide clear and consistent communication regarding ticket statuses, resolution timelines, and best practices.
- Reach out to users proactively, offering assistance with Google Workspace functionalities and resolving challenges.
- Schedule and conduct demos and training sessions to enhance user adoption and efficiency with Google Workspace tools.
- Stay up to date on Google Workspace updates, new features, and best practices.
- Resolve support tickets promptly using ticketing systems like ServiceNow and Jira.
- Recommend and implement optimizations to improve efficiency and productivity within Google Workspace.
- Assist business teams in leveraging Google Workspace for enhanced workflow and collaboration.
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Required Qualifications: |
- Bachelor's degree and 3 years of relevant experience.
- Secret Clearance.
- Proven experience in IT support or help desk roles, preferably with Google Workspace administration.
- Strong knowledge of Google Workspace applications and Admin Console functionalities.
- Basic understanding of security settings, authentication methods, and access control.
- Familiarity with ticketing systems such as ServiceNow and Jira for tracking and resolving support requests.
- Excellent problem-solving abilities and the capacity to work under pressure.
- Strong communication skills with a focus on customer service.
- Ability to create and maintain documentation and knowledge base articles.
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Preferred Qualifications & Skills: |
- Experience managing SaaS applications in a corporate environment.
- Knowledge of scripting or automation tools (e.g., Google Apps Script).
- Understanding of ITIL practices and IT service management (ITSM) tools.
- Relevant certifications (e.g., Google Workspace Administrator, ITIL, CompTIA) are a plus.
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Compensation:
We provide a competitive pay and benefits package. This position is offering a salary range of $70,000 - $85,000 Belcan considers several factors when extending an offer, including but not limited to education, experience, geographic location, and discipline. Benefits offered may include health care, dental, vision, life insurance; 401(k); education assistance; paid time off including PTO, holidays, and any other paid leave required by law.
EOE/F/M/Disabled/Veteran
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