Junior Computer User Support Analyst

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Full Time Technical US

Job Title: Junior Computer User Support Analyst

Clearance Level: NACI

Job Description:

Advanced Technology Leaders, Inc. is seeking qualified applicants to support the Small Business Administration (SBA) to provide first-line technical and customer assistance for users of the U.S. Small Business Administration’s (SBA) loan processing and management systems, including the Unified Lending Platform (ULP). This position supports SBA staff, borrowers, and participating financial institutions by resolving user issues, triage loan application inquiries, and ensuring continuous access to mission-critical systems that support small business lending and disaster recovery operations.

As part of the help desk support team, this specialist ensures prompt and accurate handling of service requests while maintaining compliance with SBA service-level standards and federal IT security protocols. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

• Serve as the initial point of contact for users requiring assistance with SBA systems, including loan origination, servicing, and borrower portals.
• Provide Tier 1 help desk support via phone, email, and ticketing system to SBA staff, borrowers, and financial institutions.
• Assist borrowers and lenders with loan application submission, document uploads, and navigation of online forms.
• Provide clear, courteous, and professional customer service while maintaining data confidentiality and security.

• Review and categorize incoming inquiries related to SBA loan applications to ensure proper routing and prioritization.
• Verify application completeness and supporting documentation prior to escalation or processing.
• Identify and flag missing data, incomplete forms, and potential duplicates for resolution.
• Support SBA and contractor teams by communicating updates to borrowers and lenders in a timely and accurate manner.

High School plus 2 years of relevant experience

• Experience:
  
  Minimum of 1–2 years of IT help desk or customer support experience, preferably in a government or financial services environment.
• Familiarity with loan processing systems, customer relationship management (CRM) tools, or financial data platforms.
• Experience with ticketing and tracking systems such as Service Now, Jira, or Zendesk.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.

• Prior experience supporting SBA programs, federal lending systems, or cloud-hosted financial applications.
• ITIL Foundation, CompTIA A+, or HDI Customer Support certification (desired but not required).A
• Experience working in a federal contractor or service desk operations center environment.

• Proficiency with service desk platforms (e.g., Service Now, Jira Service Management, Zendesk).
• Understanding security protocols, user authentication, and data protection principles.

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work collaboratively in a high-volume, mission-critical support environment.
• Customer-focused with a commitment to professionalism and empathy.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Duties, responsibilities and activities may change at any time with or without notice.

Supervisory Responsibility:
None

This is a fully remote position supporting the U.S. Small Business Administration (SBA) Unified Lending Platform (ULP). The employee will perform assigned duties from an approved remote work location and must maintain a professional, secure, and distraction-free home office environment conducive to the performance of contractual duties.

The employee is responsible for maintaining reliable high-speed…