IT Support Specialist

Job Title:- IT Support Specialist

Location:- Woodlawn, MD (must be willing to work on-site at least 2 days a week)

Contract

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

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:

Provide technical support to any software and/or hardware issues:

o Network shares

o Network connectivity

o VPN challenges (utilizing OpenVPN and Wireguard)

o Active Directory (AD) implementation

o Use of remote access tools is a must (including SRT, BeyondTrust, or Bomgar) to remotely access and troubleshoot issues.

o Manage the device inventory.

o Setup devices (IOS/Android phones, Windows/Mac laptops) by following existing instructions.

o 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.

Skills Requirements:

FOUNDATION FOR SUCCESS (Basic Qualifications)

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.

FACTORS TO HELP YOU SHINE (Required Skills)

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)

HOW TO STAND OUT FROM THE CROWD (Desired Skills)

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)

Education:

Bachelors degree with 7 years of experience

Must be able to obtain a Public Trust

Sr. IT Technical Recruiter

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