[Hiring] Junior Computer User Support Analyst @Advanced Technology Leaders Inc

Role Description

Advanced Technology Leaders, Inc. is seeking qualified applicants to support the Small Business Administration (SBA) to provide first-line technical and customer assistance for users of the U.S. Small Business Administration’s (SBA) loan processing and management systems, including the Unified Lending Platform (ULP). This position supports SBA staff, borrowers, and participating financial institutions by resolving user issues, triaging loan application inquiries, and ensuring continuous access to mission-critical systems that support small business lending and disaster recovery operations. As part of the help desk support team, this specialist ensures prompt and accurate handling of service requests while maintaining compliance with SBA service-level standards and federal IT security protocols.

• Answer questions or resolve computer problems for clients in person, via telephone, or electronically.

Responsibilities & Duties

• User and Technical Support
  • Serve as the initial point of contact for users requiring assistance with SBA systems, including loan origination, servicing, and borrower portals.
  • Provide Tier 1 help desk support via phone, email, and ticketing system to SBA staff, borrowers, and financial institutions.
  • Assist borrowers and lenders with loan application submission, document uploads, and navigation of online forms.
  • Provide clear, courteous, and professional customer service while maintaining data confidentiality and security.
• Loan Application Triage and Customer Assistance
  • Review and categorize incoming inquiries related to SBA loan applications to ensure proper routing and prioritization.
  • Verify application completeness and supporting documentation prior to escalation or processing.
  • Identify and flag missing data, incomplete forms, and potential duplicates for resolution.
  • Support SBA and contractor teams by communicating updates to borrowers and lenders in a timely and accurate manner.

Qualifications

• High School plus 2 years of relevant experience.
• Minimum of 1–2 years of IT help desk or customer support experience, preferably in a government or financial services environment.
• Familiarity with loan processing systems, customer relationship management (CRM) tools, or financial data platforms.
• Experience with ticketing and tracking systems such as ServiceNow, Jira, or Zendesk.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Previous experience in a similar help desk role.

Preferred Qualifications

• Prior experience supporting SBA programs, federal lending systems, or cloud-hosted financial applications.
• Understanding of AWS-based systems, web browsers, and secure authentication processes.
• ITIL Foundation, CompTIA A+, or HDI Customer Support certification (desired but not required).
• Experience working in a federal contractor or service desk operations center environment.

Knowledge, Skills & Abilities

• Technical Skills:
  • Proficiency with service desk platforms (e.g., ServiceNow, Jira Service Management, Zendesk).
  • Basic knowledge of SQL databases, web browsers, and cloud environments (AWS preferred).
  • Understanding security protocols, user authentication, and data protection principles.
• Soft Skills:
  • Excellent verbal and written communication skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work collaboratively in a high-volume, mission-critical support environment.
  • Customer-focused with a commitment to professionalism and empathy.

Work Environment

• This is a fully remote position supporting the U.S. Small Business Administration (SBA) Unified Lending Platform (ULP).
• The employee will perform assigned duties from an approved remote work location and must maintain a professional, secure, and distraction-free home office environment.
• The employee is responsible for maintaining reliable high-speed internet connectivity, dependable electrical power, and a dedicated workspace capable of supporting daily operations, virtual meetings, collaboration, and other assigned responsibilities.
• The employee must remain available and responsive during established duty hours and actively monitor designated project communication and collaboration platforms, including Slack, email, and virtual meeting systems.
• The employee must comply with all applicable company telework requirements, information security policies, SBA security requirements, privacy and data protection requirements, Clear Desk/Clear Screen requirements, VPN requirements, and other applicable contractual and government security controls.

Physical Demands

• This is a primarily sedentary, computer-based position performed in a remote work environment.
• Physical demands may include:
  • Ability to sit and work at a computer workstation for extended periods; use a keyboard, mouse, telephone, headset, and other standard office equipment; and perform repetitive hand and wrist movements associated with computer-based work.
  • Ability to participate in extended virtual meetings, training sessions, and collaborative work activities using video conferencing, telephone, and other communication platforms.
  • Ability to occasionally stand, walk, reach, bend, and move within the approved remote workspace to perform routine work-related activities.
  • The position may occasionally require lifting or moving light office equipment or materials, generally up to approximately 20 pounds.

Travel

• As needed.

Benefits

• Medical, Dental, and Vision Plans offered to all employees.
• 401K plan with up to 4% matching.
• Training and Tuition Assistance.
• Employer Paid Short Term Disability, Long Term Disability and $50k Employee Life Plan.
• Paid Time Off (PTO).

AAP/EEO Statement

ATL provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex/gender, sexual orientation, national origin, age, disability, marital status, genetic information and/or predisposing genetic characteristics, victim of domestic violence status, veteran status, or other protected class status. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation and training. The Company also prohibits retaliation against any employee who exercises his or her rights under applicable anti-discrimination laws. Veterans with expertise in these areas are highly encouraged to apply.

Apply online at www.at-leaders.com and click on Careers.

This position is in support of current opportunities.