What are the responsibilities and job description for the IT Support Specialist position at Edvenswa Enterprises?
Position Title: IT Support Specialist Location: Woodlawn, MD (Hybrid) Key Required Skills IT support; hardware/software troubleshooting; user research; requirements gathering; special projects; inventory management; process improvement; project management; accessibility/508/UX knowledge. Position Description
These Skills Will Help You Succeed In This Position
Showcase your knowledge of modern development through the following experience or skills:
- 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.
- 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
- Must be able to obtain a public trust clearance.
These Skills Will Help You Succeed In This Position
- 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)
Showcase your knowledge of modern development through the following experience or skills:
- Understanding of different operating systems beyond Windows (MacOS, Linux, iOS, Android)
- 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)
- Bachelors degree with 7 years of experience
- Must be able to obtain a Public Trust
