What are the responsibilities and job description for the Task Lead (Tiers III & IV) position at Totally Joined For Achieving Collaborative Techniques, LLC?
About Us:
Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority-owned, CVE-verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S. government agencies and organizations.
About this Position:
TJFACT is seeking a well-versed Task Lead (Tiers III & IV) to support the U.S. Department of State Bureau of Consular Affairs, Website Support Services in Washington, DC!
The Department of State’s (DOS’s) Bureau of Consular Affairs (CA) is charged with protecting and assisting United States (U.S.) citizens abroad, issuing passports to U.S. citizens, and issuing immigrant and non-immigrant visas to foreign nationals according to the laws of the U.S. Government.
The Tier III & IV Task Lead shall provide Tier III and Tier IV support for all internal and external facing informational websites and web applications. Tier I and Tier II support will be provided by the CA/CST Service Desk or another Contractor.
This role is contingent upon reward.
Major Duties and Responsibilities
- Troubleshoot system problems that cannot be resolved by the on-site systems management personnel or end-user support personnel to include Tier I and Tier II support.
- Develop, document, and distribute Standard Operating Procedures (SOPs), job aids, scripts, administration guides, solutions to frequently asked questions or known system
- problems using methods agreed to by the COR, including Knowledgebase articles and any other required technical support.
- Train and enable the Tier I and Tier II staff to provide necessary support.
- Provide 24/7 Tier III and Tier IV support following established CST guidelines.
- Utilize provided tools to perform incident, problem, and service request management (BMC Remedy).
- Track and record all Tier III and Tier IV resolutions and corrective actions using the IT service management system (Remedy).
- Analyze and report on data collected on Tier III and Tier IV activities focusing on reducing the number of escalated incidents; and
- Provide root cause analysis and escalation per incident management SLAs.
Required Qualifications:
- Must be a U.S. Citizen
- Active security clearance
- Active Project Management Professional (PMP) certification from the Project Management Institute (PMI) during the life of this contract.
- 10 plus relevant industry experience.
- 10 years equivalent PTL experience
Preferred Qualifications:
- Minimum of two (2) years of Consular Affairs experience
- Technical writing experience
BENEFITS:
- Medical, Vision and Dental Insurance
- 401-K plus match
- Paid Vacation days
- Paid holidays
- Short Term and Long-Term Disability
- Voluntary Term Life
TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodation will be made in accordance with governing law.
