Noted :
- Selected candidate must reside within two (2) hours of the clients Headquarters in Woodlawn MD
- Selected candidate must be willing to work onsite at least 2 days a week.
Position Description :
Provide technical support to any software and / or hardware issuesNetwork sharesNetwork connectivityVPN challenges (utilizing OpenVPN and Wireguard)Active Directory (AD) implementationUse of remote access tools is a must (including SRT BeyondTrust or Bomgar) to remotely access and troubleshoot issuesManage the device inventorySetup devices (IOS / Android phones Windows / Mac laptops) by following existing instructionsSchedule onsite meetings with endusers to configure and distribute devicesAssist in review and improvement of team processes including refining current processes to increase effectiveness and ease of useCoordinate with internal team around asset management and if needed prepare quotes catalog inventory and review defective hardware to determine required actionsMaintain IT and internal process documentation for disbursement and use across internal teamPerform independent research and provide recommendations for new and improved software / hardware to enhance teams IT capabilitiesSupport ad hoc special projects relating to internal team needsLearn customerspecific policies and processesAll other duties as assigned or directed.Key Required Skills :
IT supportHardware / Software TroubleshootingUser ResearchRequirements GatheringSpecial ProjectsInventory ManagementProcess ImprovementProject ManagementAccessibility / 508 / UX KnowledgeRequirements
Basic Qualification :
Bachelors degree with 7 years of experience.Demonstrate strong oral and written communication skills with the ability to communicate technical topics as well as interface with the customer on a daily basisMinimum of 3 years experience assisting users with the operation of their computer systems and software applications including Microsoft Office applications and other specialized softwareStrong analytical and problemsolving skills allowing for individual to identify analyze troubleshoot and respond to complex problems while supporting users accurately and efficientlyExcellent teamwork and interpersonal skillsMust be able to obtain a public trust clearance.Required 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 endtoend 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.Selfmotivated taskdriven and able to quickly learn new skills.Demonstrated understanding of navigating and adapting to unique constraints (i.e. policy infrastructure)Desired 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 methodologiesSupport of UX / user research software and / or tools (Axure XD Sketch Figma Medallia Tobii)Understanding of 508 and accessibility compliancePrevious work experience in federal governmentUnderstanding of agile framework and full lifecycle software development methodologiesProject management certifications (PMP CAPM PMI)Basic Qualification : Bachelors degree with 7 years of experience. 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. Required 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) Desired 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) Benefits : Holiday Benefit : 10 Holidays per year Vacation Benefit : 10 Vacation Days per year. Accrued on weekly basis. Sick Leave Benefit : 5 Personal / Sick Leaves per year. Accrued on weekly basis Medical Insurance Reimbursement Benefit : Medical Insurance Allowance QSEHRA Reimbursement (Eligibility date dependent on enrollment.Employee purchase own plan) AFLAC Supplemental Insurance Plan : AFLAC Supplemental Insurance Plan 401 (K) Retirement Plan : 401 (K) Retirement Savings Plan Salary Range : $123000 - $128000 with Benefits
Salary : $123,000 - $128,000
