Production Support Specialist

Agile Six is a people-first, remote-work company that serves shoulder-to-shoulder with federal agencies to find innovative, human-centered solutions. We build better by putting people first. We are animated by our core values of Purpose, Wholeness, Trust, Self-Management and Inclusion. We deliver our solutions in autonomous teams of self-managed professionals (no managers here!) who genuinely care about each other and the work. We know that s our company s purpose - and that we can only achieve it by supporting a culture where people feel valued, self-managed, and love to come to work. The role As a Product Support Specialist at Agile Six, you have a passion for facilitating flow. You understand that things that interrupt someone from accomplishing their goals can be incredibly frustrating and inefficient. You are able to track and manage multiple incoming issues to resolution, while communicating progress to affected parties in a clear and friendly way. You are able to empathize with a technically challenged, user of a system, as well as a senior Software Architect, and lead them to solutions they each can comprehend. You can connect dots, make recommendations based on trends and data, and drive initiatives (such as creating new intake methods or aligning our metrics and tracking mechanisms with ones that exist for other help desks in the ecosystem) to affect meaningful change from start to finish. We're looking for someone who knows how to work collaboratively, both internally with the team and externally with clients, stakeholders, and users. Coupled with this we're looking for someone who is humble and constantly asks questions while also confident that everything needed can be learned. Responsibilities • Plan, prioritize, and schedule Helpdesk activities to ensure maximum issue resolutions within committed SLAs • Record any incidents and provide support to all end users with the help of the team while documenting resolutions • In collaboration with team members and leadership, implement and iterate on enterprise level support processes, procedures, and documentation • Build a help desk work stream that supports our application's end users and informs how to triage across the larger ecosystem • Monitor and report on key production support metrics to track operational stability and identify actionable insights to drive continuous improvement • Provide leadership within this work stream, going beyond ticket processing to shape the direction of help desk operations • Communicate issues and resolutions clearly and succinctly across all levels of the organization, using standardized language and terms • We expect the responsibilities of this position to shift and grow organically over time, in response to considerations such as the unique strengths and interests of the selected candidate and other team members and an evolving understanding of the delivery environment. Basic qualifications • 8+ years of professional Helpdesk experience • A relevant Associate's degree will count toward 2 years of experience. A relevant Bachelor s degree will count toward 4 years of experience. A relevant Master s Degree will count toward 6 years of experience. • Experience creating and/or improving Help Desk standard operating procedures • Excellent written and verbal communication skills, with a strong preference for clarity and concision • A high degree of situational awareness • Strong customer service orientation • You must be able to obtain a Public Trust Federal security clearance • Has lived and worked in the United States for 3 out of the last 5 years • Some of our clients may request or require travel from time to time. If this is a concern for you, we encourage you to apply and discuss it with us at your initial interview Additional desired qualifications • Familiarity with the US Web Design System • Experience working with government agencies • You are a U.S. Veteran. As a service-disabled veteran-owned small business, we recognize the transition to civilian life can be tricky, and welcome and encourage Veterans to apply At Agile Six, we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. Even if you don't meet every requirement, we encourage you to apply. We re eager to meet people who believe in our mission and who can contribute to our team in a variety of ways. Salary and Sixer Benefits As a small organization and government contractor, the roles we hire for depend on the contracts we hold and the funding available. Salaries at Agile Six are tied to predefined peer groups based on the staffing plans we sell to clients. People in the same peer group are paid within 2.5% of the peer group s salary mean, even when their project work differs. We post fixed, non-negotiable salaries so that you know what to expect, and to remove the bias and inequity that often show up in salary negotiations. We also periodically raise the salary of all Sixer...