Service Support Analyst- Senior Level

Job Overview:
Pay Range: $20.00hr - $22.00hr Requirement/Must Have:
Experience and knowledge of browser-based applications. Experience researching, analyzing and interpreting automated system problems. Experience working in an Application Support-based (not hardware) help desk environment. Experience in phone-based Customer Service focused roles, being able to think and respond quickly to customer questions. Responsibilities:
Oversee and support resolution of complex issues escalated beyond front-line Help Desk capabilities. Perform advanced diagnostics to determine systemic or multi layer root causes. Lead resolution efforts for high-severity or cross-departmental problems. Identify, classify, and escalate critical application or infrastructure issues to development and leadership teams. Provide strategic recommendations for improving operational stability and reducing recurring issues. Partner closely with business owners, architecture teams, developers, QA, and cross agency stakeholders to analyze and resolve complex problems.

Reproduce, isolate, and document high complexity defects, system behavior anomalies, and performance issues. Recommend strategic product, workflow, or process improvements based on long-term trend analysis and emerging patterns. Mentor junior team members and foster cross team knowledge sharing. Act as a liaison between Business, Program Management, System Development, Technical Architecture, leadership, and other partners. Support the coordination and implementation of system change requests.

Communicate impact assessments, risk evaluations, and proposed solutions to leadership and stakeholders. Nice to Have:
Working knowledge of social services and Child Welfare program. Working knowledge of the PATH Client application and functionality.

Skills:

Browser-based applications. Application Support. Root cause analysis. Troubleshooting. Customer Service. Technical Mentorship. Qualification And

Education:

Senior Application/Production Support experience. Ability to provide expert-level guidance to external customers and leadership. Advanced analytical and leadership capabilities. Deep troubleshooting expertise and ability to mentor junior staff. Benefits:
Our Benefits Include:
Medical, Dental, and Vision Insurance 401(k) Retirement Plan Health Savings Account (HSA) Disability Insurance (Short-Term and Long-Term) Life and AD&D Insurance Paid Sick Leave (where required by applicable state or local law) Supplemental Insurance Plans Identity Theft Protection Pet Insurance Employee Wellness Programs Employee Assistance Program (EAP) Career Growth and Professional Development Opportunities

Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws. About Cynet Systems Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc.

is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia. As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers.

Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.