Service Support Analyst- Mid 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. Ability to attend an in-person interview. Ability to work onsite at least 2 days per week. Responsibilities:
Monitor and address county issues that front-line Help Desk staff cannot resolve. Diagnose issues to determine root causes. Resolve isolated problems when possible. Escalate broader or system-level issues to the development team as needed. Work closely with business and technical teams to troubleshoot and analyze issues. Reproduce, isolate, and document complex problems. Provide resolutions using temporary process changes and support testing of fixes and patches.

Assist with staging or test environment setup when required. Recommend product or process improvements based on observed trends or patterns. Serve as a liaison between Business, Program Management, System Development, and Technical Architecture teams. Support the coordination, budgeting, approval, and implementation of system change requests. Provide assistance to external customers and service providers using the system. Nice to Have:
Working knowledge of social services and Child Welfare program. Broad knowledge of the PATH Client application and functionality.

Skills:

Application Support. Production Support. Troubleshooting. Customer Service. Browser-based Applications. System Analysis. Qualification And

Education:

Strong verbal and written communication skills. Moderate technical and troubleshooting experience. 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.