Software Application Support Specialist ID-10959

December 2, 2024

Cornerstone Defense, in partnership with our military, intelligence, and civil government customers, supports U.S. operations worldwide through the use of many different types of intelligence, satellite, and cyber technologies. Cornerstone’s Intelligence Sector provides solutions to the United States Government for information collection, operations, exploitation and dissemination, and research activities. Our Team specializes in software development, cloud architecture, systems and network engineering, systems integration, agile management, as well as targeting operations and intelligence analysis. Our support to our mission customers includes cyber network operations, exploitation and defense, signals intelligence, human intelligence, and critical missions and networks.

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Software Application Support Specialist
Herndon, VA

The Software Application Support Specialist is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role.

Job Requirements:

Serve as the first point of contact for customers seeking technical assistance over a ticketing system.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on IT products.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Performs other related duties as assigned.

Required Experience:

Proven experience in Supporting COTS products in a customer support role.
Good understanding of computer systems, and other tech products.
Ability to diagnose and resolve basic technical issues.
Excellent communication skills.
Customer-oriented and cool-tempered.
Understanding of Ticketing systems.

Desired Experience:

Knowledge of the Federal Acquisition lifecycle or commercial contracting.
Knowledge of Federal financial systems or commercial accounting.
Experience with Federal government contracting and/or program office organizations.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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