IT Support Specialist

IT support; hardware/software troubleshooting; user research; requirements gathering; special projects; inventory
management; process improvement; project management; accessibility/508/UX knowledge.
Provide technical support to any software and/or hardware issues

Network shares
Network connectivity
VPN challenges (utilizing OpenVPN and Wireguard)
Active Directory (AD) implementation
Use of remote access tools is a must (including SRT, BeyondTrust, or Bomgar) to remotely access and
troubleshoot issues
Manage the device inventory

Setup devices (IOS/Android phones, Windows/Mac laptops) by following existing instructions
Schedule on-site meetings with end-users to configure and distribute devices

Assist in review and improvement of team processes, including refining current processes to increase effectiveness and
ease of use
Coordinate with internal team around asset management and if needed prepare quotes, catalog inventory, and review
defective hardware to determine required actions
Maintain IT and internal process documentation for disbursement and use across internal team
Perform independent research and provide recommendations for new and improved software/hardware to enhance
team's IT capabilities
Support ad hoc special projects relating to internal team needs
Learn customer-specific policies and processes
All other duties as assigned or directed.

Basic Qualifications: Minimum knowledge, skills, abilities needed.
Demonstrate strong oral and written communication skills, with the ability to communicate technical topics as well as
interface with the customer on a daily basis
Minimum of 3 years' experience assisting users with the operation of their computer systems and software applications,
including Microsoft Office applications and other specialized software
Strong analytical and problem-solving skills allowing for individual to identify, analyze, troubleshoot, and respond to
complex problems while supporting users accurately and efficiently
Excellent teamwork and interpersonal skills
Minimum of 8 years' experience testing both hardware and software, ensuring that systems are functioning properly.
Minimum of 5 years' experience utilizing Jira (or similar service platform) to manage and respond to support tickets from
users.
Minimum of 3 years' experience supporting special IT projects and managing their end-to-end lifecycle.
Ability to prioritize and complete assignments independently, meet deadlines, and manage multiple changing priorities
in a dynamic work environment.
Ability to support multiple projects at the same time, each with their own unique set of requirements and needs.
Ability to be flexible and react appropriately to changing job assignments, work environments, and work locations.
Consistently demonstrates a positive, supportive, and constructive attitude with both internal and external customers
as well as peers.
Ability to write technical documentation and plain language documentation dependent on audience.
Self-motivated, task-driven, and able to quickly learn new skills.
Demonstrated understanding of navigating and adapting to unique constraints (i.e. policy, infrastructure)
Must be able to obtain and maintain a US Public Trust clearance.

Candidates with these skills will be given preferential consideration.
Ability to write/implement basic scripts (using Powershell or AutoIT)

Experience implementing or otherwise managing Jira or similar service platform (ServiceNow, Zendesk, etc.)
Understanding of UX and user research methodologies
Support of UX/user research software and/or tools (Axure, XD, Sketch, Figma, Medallia, Tobii)
Understanding of 508 and accessibility compliance
Previous work experience in federal government
Understanding of agile framework and full life-cycle software development methodologies
Project management certifications (PMP, CAPM, PMI)

*** Selected candidate must reside within two (2) hours of Client Headquarters in Woodlawn, MD
*** Selected candidate must be willing to work on-site at least 2 days a week.