Title: Production Support .NET

Location: Rockville , MD (Hybrid)

Type: Contract

Note: Require candidate must come for In-Person Interview.

Responsibilities:

• Monitor and respond to helpdesk tickets by troubleshooting, diagnosing, and taking corrective actions.
• Provide User Access Management for multiple systems
• Provide Tier 1 and Tier 2 support for custom .NET web applications
• Provide Tier 1 support for customer's enterprise systems or websites
• Provide training to end users. Develop and regularly maintain documentation and training materials as required for website support activities and security-related documents. Also, make recommendations to develop user aids and training programs as necessary.
• Develop, categorize, and enhance/maintain Frequently Asked Questions (FAQs) and How TOs.
• Support customer proprietary software.
• Follow set policies and procedures when assisting clients to ensure proper handling of requests as identified.
• Document and maintain Help Desk processes and Standard Operating Procedures (SOPs).
• Provide weekly/monthly/yearly Help Desk Status Reports that include recommendations and change requests.
• Support continuous improvement in the process and quality of the operations.
• Must be flexible to change and could work in a fast-paced environment.

Job Requirements:

• Bachelor's degree preferred in computer science, statistics, or business
• Minimum of 3 years support (and/or implementation) related work experience
• Minimum of 3 years of experience in healthcare and knowledge of healthcare transaction systems.
• 3 -5 years of IT field experience

Preferred Skills:

• Strong interpersonal skills as a team member and customer service provider.
• Prior experience developing training material and conducting in-person and online training sessions to external teams.
• Excellent oral and written communication skills.
• Flexibility to work extended hours.
• Ability to work well under pressure and to meet deadlines as needed.
• Proficient understanding of cross-browser compatibility issues and ways to work around them.
• Experience using HTML, CSS, XML is preferred.
• Knowledge of HTML5, CSS3, and Responsive/Mobile web design preferred.
• Ability to troubleshoot and resolve coding issues.
• Knowledge of Section 508 is a plus.