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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in system support and administration, particularly with Penlink software, while ensuring optimal performance and security of cloud environments. Strong analytical and communication skills facilitate effective collaboration and troubleshooting.
Highest-signal resume keywords
Penlink Software SupportSystem AdministrationTroubleshooting and Issue ResolutionSalesforce CRM DocumentationNetwork Security Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
System OptimizationEnd-User ManagementChange ManagementCloud Environment ManagementVPN Configuration
Soft Skills
Excellent CommunicationCritical ThinkingDetail-Oriented
Tools & Technologies
Penlink SoftwareSalesforceNetwork Monitoring Tools
Certifications & Qualifications
US Government Clearance Eligibility
Industry Keywords
Service Desk ExperienceTechnical LiaisonClient Feedback Communication
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Provide system support, serving as the primary point of contact for agency, addressing their questions and providing guidance on using Penlink software
- Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance
- Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact
- Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner
- Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken
- Perform routine system administrative functions including end-user management, system configuration and change management, and the application of routine updates to software and systems, ensuring customer cloud environments are up-to-date and functioning optimally
- Manage and maintain application-related systems, with an emphasis on security and performance
- Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices.
- Serve as a technical liaison between agency personnel and Penlink personnel as needed
- Generate monthly reports detailing usage matrix, services rendered, and deliverables provided
- Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities
- Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software
Requirements
What you’ll need- Must be a United States Citizen
- Must be located within the United States
- Must have ability to obtain US Government clearances
- College degree in Information Technology, Computer Science, or related field or equivalent work experience.
- Excellent communication skills for effective collaboration with various stakeholders.
- Critical thinking and strong analytical skills to assist in troubleshooting processes.
- Detail-oriented documentation skills for maintaining accurate records of configurations, changes, and troubleshooting steps.
- Minimum of three (3) years’ experience of service desk work.
- Must be able to work 9AM - 5PM EST, Monday through Friday.
- Due to the urgent and exigent nature of the position there may be times where after-hours work is required, such as rotating on-call responsibilities, scheduled maintenance windows or unplanned outages.
Benefits
Comp & perks- Health insurance
- Professional development
- Paid time off