Careers

Company Profile

We are a rapidly accelerating start-up delivering data driven engineering assessments for critical infrastructure. The team pushes state-of-the-art in machine learning using innovative measures for harvesting key information collected from remote systems operating in challenging field conditions. Terabytes of data (dominantly visual) is collected globally using underwater, ground based, and aerial platforms get processed to generate comprehensive asset databases, within which key faults and features are identified, quantified and tracked over time. The team consists of experts in marine robotics, computer vision, machine learning, sensor technology and civil engineering.

Your Role
The ability to efficiently and accurately derive insights from large volumes of field data is a critical component of the analytics at our company. The machine learning engineer will drive development of state-of-the-art capabilities in Computer Vision and Machine Learning in order accurately extract the most from field data. Field experience is highly valued as ML development is tightly coupled with the data capture and the client deliverables. The right candidate will see themselves actively collaborating with a multi-disciplinary team, mentor and supervise their group, and grow and scale with the company over the coming years.

Qualification
Post doctorate, PhD or M.S. with strong focus towards Machine Learning, Computer Science, Robotics or related fields. Field experience in computer vision and/or field robotics is critical.

Essential Skill

• In-depth practical experience of state-of-the-art ML and computer vision concepts
• Proven track record with a suite of deep learning algorithms and frameworks
• Sound knowledge of unsupervised, supervised and active learning learning frameworks
• Proficiency in python
• Fine-tuned problem solving and product development experience

Preferred Skill Requirements

• Experience with 3D modelling using stereo vision, structure from motion (SfM) and structured lighting
• Experience with multi-modal fusion
• Big data storage and security knowledge
• Experience with Linux systems
• Experience with real-time ML/CV systems
• Knowledge and experience with cloud technologies such as AWS and Google Cloud.

Application Details

• Resume and cover letter
• Sample Code (Github account)
• Two references and/or letters of recommendations

Job Type: Full-time

Apply

Job Description:

We are currently looking for a Senior PKI Engineer/Architect to join our highly skilled, fast paced team on our client site in Washington, DC. US Citizenship is required with a current TS and SCI eligible.

The qualified person will be responsible for administering, maintaining, and deploying various systems; specifically, but not limited to:

• Take direction from Customer project manager and perform PKI related project tasks
• Provide in-depth subject matter expertise for engineering support related to Public Key Infrastructure (PKI) systems.
• Conduct/oversee on-site installation, integration and configuration of Entrust PKI solutions and Customer site and perform integration with third party products
• Perform testing of PKI and other security product for new deployments
• Analyze current architecture components and provide recommendations for improvement, especially as it relates to industry best practices
• Troubleshoot and resolve technical problems. Assist Customer with production deployment issues with may arise. Act as a point of escalation for troubleshooting as required. Assist in resolution and escalations on all PKI related matters.
• Maintain PKI connectivity requirements, architectural descriptions, and documentation
• Participate in PKI program management meetings.
• Provide excellent customer service

Required Skills:

• Bachelor’s degree in Computer Science, engineering, or equivalent
• Applicant must be a US citizen, possess and be able to maintain a minimum of DoD Top Secret clearance and be eligible for Sensitive Compartmented Information (SCI) access which requires an FBI counterintelligence scope polygraph.
• Applicant must have a minimum of 5 years of technical experience and working knowledge of the following: PKI technologies: Certification Authorities, LDAP Directories, OCSP, and the standards relating to them
• Knowledge of PKIs and related technologies (LDAP directories, HSMs, OCSP) and security practices
• Experience deploying PKI technologies (CAs and Directories) in government environment.
• Knowledge of and experience with large federal IT infrastructure
• Basic experience with Java Programming
• Ability and willingness to work in the downtown Washington DC area

Desired Skills:

• Entrust PKI and authentication systems experience
• Experience with LDAP directories especially Critical Path/OpenWave
• Familiarity with PKI and security policies and procedure documents such as Certificate Policies and Certification Practices Statement
• Card Personalization industry experience
• Capable of learning new technologies and products quickly
• Excellent oral and written communication skills
• Excellent analytical and troubleshooting skills
• Demonstrated leadership skills

Job Type: Full-time

Apply

Job Description:

• Responsible for collaborating on and setting cloud vision; providing thought leadership in cloud infrastructure and cloud services architecture to meet client’s strategic and operational objectives for cloud solutions
• Consulting with our clients as a cloud technology evangelist around Cloud technologies including IaaS, SaaS, PaaS, Public/Hybrid/Community Cloud Service Provider offerings, cloud management tools, and converged infrastructure.
• Developing cloud adoption road map via assessment of clients’ current application portfolio and technology stack
• Designing technical architecture for cloud solutions that meet customer needs for scalability, reliability and performance.
• Identifying new cloud technologies and platforms to help solve technical challenges or limitations in the existing infrastructure.
• Participating in business requirement gathering sessions, gathering user data requirements, understanding the user requirements, and assisting in the reconciliation of technical and business requirements as they relate to the cloud.

Required Skills:

• Must have a Top Secret clearance, and SCI Eligible.
• Minimum a Bachelor’s degree in Computer Science, Information Systems Management or similar preferred.
• Minimum 3-5 years of hands-on experience building cloud infrastructure/systems with at least one of the three major cloud service providers (Azure; AWS and Google).
• Experience dealing with Federal government is a must.
• Senior level architect with more then 10+ years of hands-on planning, architecting, and engineering enterprise class systems and services.
• In depth knowledge and hands on experience with the full range of cloud service providers/solutions, inclusive of AWS and Microsoft Azure offerings.
• Amazon Web Services (AWS) Solutions Architect certification (or demonstrated ability and willingness to achieve certification shortly after hire).
• Demonstrated Hands on experience developing solutions with cloud orchestration tools.
• Strong scripting skills (Python, Ruby, Perl, Bash, Powershell, etc.)
• Strong knowledge of IP Networking including VPC’s, VPN’s, VRF, DNS, load-balancing, and firewalls.
• Demonstrated experience with the Software Development Lifecycle.
• Understanding of Service-Oriented Architecture (SOA and REST).

Desired Skills:

• Proven experience in assessment, evaluation, and documentation of client environment, infrastructure, processes, and operations.
• Proven experience in communicating and demonstrating the value of cloud solutions to a variety of stakeholders to address complex and competing drivers in complex technical environments, with a track record of buy-in and successful implementation, migration, change management, and full adoption.
• Proven ability to lead change across large platforms using innovative technology solutions with federal government and commercial sectors.
• Demonstrated abilities in strategic thinking and leadership with strong relationship management ability.
• Demonstrated experience automating production cloud workloads.

Job Type: Full-time

Apply

Required Skills:

• Active Top Secret Clearance
• 5 or more years of experience doing application and/or infrastructure solution architecture
• 2 or more years of experience building cloud architecture with Azure, using  Azure Resource Manager,  Azure IaaS, PaaS offerings and services in Azure Commercial, GovCloud and DOD regions
• 3 years of hands-on experience migrating customers to the cloud and designing DevOps operational processes, deployment checklists, etc
• 4 years of experience with Windows Server management (2012 r2, 2016)
• Experience and understanding of Infrastructure as Code, Automation, and Orchestration
• Experience deploying web and service-based applications in Windows/Linux environments
• Working knowledge of at least one configuration management tool, such as Ansible, Chef, and/or Puppet
• Experience writing effective PowerShell scripts
• Experience with monitoring tools, such as Microsoft Operations Management Suite (OMS), certificates and SSL management
• Experience with Azure Resource Templates
• Experience with JavaScript Frameworks (Angular), RESTful APIs, JSON and XML formats
• Ability to work efficiently and meet project deadlines with limited supervision Excellent written and verbal communication skills

Desired Skills:

• MCSE in Azure
• Knowledge of Docker, AWS, Atlassian Suite products like Jira/Confluence/BitBucket/Bamboo, Terraform, Consul, Kubernetes, OpenShift, Microservice architecture, Python
• General understanding of Microservices, such as Docker, Kubernetes
• Understanding of firewalls, NAT and packet filtering
• Working knowledge of IP networking, VPN’s, DNS, and load balancing
• General understanding of CMS applications, .Net Framework and/or .Net Core Strong desire to learn new technologies
• Configuration and maintenance of common applications and protocols

Job Type: Full-time

Apply

Required Skills:

• Active Top Secret Clearance
• 5 or more years of experience doing application and/or infrastructure solution architecture
• 2 or more years of experience building cloud architecture with Azure, using  Azure Resource Manager,  Azure IaaS, PaaS offerings and services in Azure Commercial, GovCloud and DOD regions
• 3 years of hands-on experience migrating customers to the cloud and designing DevOps operational processes, deployment checklists, etc
• 4 years of experience with Windows Server management (2012 r2, 2016)
• Experience and understanding of Infrastructure as Code, Automation, and Orchestration
• Experience deploying web and service-based applications in Windows/Linux environments
• Working knowledge of at least one configuration management tool, such as Ansible, Chef, and/or Puppet
• Experience writing effective PowerShell scripts
• Experience with monitoring tools, such as Microsoft Operations Management Suite (OMS), certificates and SSL management
• Experience with Azure Resource Templates
• Experience with JavaScript Frameworks (Angular), RESTful APIs, JSON and XML formats
• Ability to work efficiently and meet project deadlines with limited supervision Excellent written and verbal communication skills

Desired Skills:

• MCSE in Azure
• Knowledge of Docker, AWS, Atlassian Suite products like Jira/Confluence/BitBucket/Bamboo, Terraform, Consul, Kubernetes, OpenShift, Microservice architecture, Python
• General understanding of Microservices, such as Docker, Kubernetes
• Understanding of firewalls, NAT and packet filtering
• Working knowledge of IP networking, VPN’s, DNS, and load balancing
• General understanding of CMS applications, .Net Framework and/or .Net Core Strong desire to learn new technologies
• Configuration and maintenance of common applications and protocols

Job Type: Full-time

Apply

Required Skills:

• Active Secret Clearance
• Five to seven years of experience designing and architecting cloud solutions
• In depth knowledge and hands on experience with the full range of cloud service providers/solutions, inclusive of AWS and Microsoft Azure offerings
• Amazon Web Services (AWS) Solutions Architect certification – Must have proven success in consulting to CTO-level clients.
• Proven experience in assessment, evaluation, and documentation of client environment, infrastructure, processes, and operations
• Proven experience in communicating and demonstrating the value of cloud solutions to a variety of stakeholders to address complex and competing drivers in complex technical environments, with a track record of buy-in and successful implementation, migration, change management, and full adoption.
• Proven ability to lead change across large platforms using innovative technology solutions
• Demonstrated abilities in strategic thinking and leadership with strong relationship management ability
• Demonstrated experience automating production cloud workloads
• Demonstrated Hands on experience developing solutions with cloud orchestration tools
• Strong scripting skills (Python, Ruby, Perl, Bash, Powershell, etc.)
• Strong knowledge of IP Networking including VPC’s, VPN’s, VRF, DNS, load-balancing, and firewalls.
• Demonstrated experience with the Software Development Lifecycle
• Understanding of Service-Oriented Architecture (SOA and REST)
• Proven ability to lead change across large platforms / functional areas using innovative technology solutions
• Demonstrated customer focus
• Strong analytical and strong problem solving skills
• Communicates clearly and effectively evaluates information to make decisions
• Anticipates risks and obstacles and develops plans for mitigation

Desired Skills:

• As part of the Cloud Solution Architects role, you will be focused on solution and development, inclusive of:
• You will lead and facilitate information gathering sessions with multiple departmental and/or sub-agency heads and technical leaders to discover and assess the current state infrastructure, validate business cases, gather and document business and functional objectives
• Through various communication vehicles and methods (e.g., meetings, application demos, emails, workshops, etc.) develop, innovate and implement technical solutions for multiple cloud projects including migration of existing applications/capabilities and users, and/or provision of new applications/capabilities and users
• Engage with the client to secure buy-in for the adoption of cloud-based solutions, through workshops and briefs as necessary
• Recommend technology strategy by understanding key client objectives; diagnosing and mapping client requirements; articulating solution risks and barriers; recommending delivery approaches; preparing time estimates; planning full project life cycle
• Develop, contribute, and evaluate technical proposals related to cloud migrations and implementations
• Provide expertise to construct the architecture and solutions to support current and future business needs, and to ensure the successful implementation and adoption of service
• Develop and implement activities, such as but not limited to, sequencing, architecture, assumptions, dependencies and agency buy-in that shall include an end-to-end view of the overall implementation approach to migrate current and future systems and users to cloud platform services
• Throughout the projects you will participate in status meetings on progress, priorities, issues, performance issues, and future work.

Job Type: Full-time

Apply

Required Skills:

• Active Secret Clearance
• Demonstrated ability to think strategically about business, product and technical challenges
• Deep understanding of AWS technologies
• Deep understanding of DevOps and Continuous Integration
• Current hands-on implementation experience migrating on-premises applications to AWS required
• Demonstrated ability to think strategically about business, product and technical challenges
• Three years of experience including at least 2 years of customer facing cloud projects is required. AWS Cloud certification is required
• Highly technical and analytical possessing 2 or more years of IT platform implementation experience.
• Strong verbal and written communications skills
• BS level technical degree Preferred

Desired Skills:

• Strong practical Linux-based systems administration skills in a Cloud or Virtualized environment
• Familiarity with Windows-based systems administration in a cloud or Virtualized environment
• Experience building sophisticated and highly automated infrastructure
• Prior success in automating a real world production environment
• Experience with at least one of the cloud migration COTS tools, and/or AWS native migration services.
• Experience with CloudFormation and JSON
• Strong scripting skills with Bash, Perl, Python, PowerShell
• Experience with revision control source code repositories
• Familiarity with Chef, Puppet, or Ansible with many nodes
• Familiarity with monitoring tools like Nagios
• Experience with seamless/automated build scripts used for release management
• Understanding and experience with code deployment
• Understanding of SOA and REST
• Track record of implementing and administration of AWS services and production environments
• Experience with Microsoft Azure offerings a plus

Job Type: Full-time

Apply

 

Required Skills:

• Active Secret Clearance
• Demonstrated ability to think strategically about business, product and technical challenges
• Deep understanding of AWS technologies
• Deep understanding of DevOps and Continuous Integration
• Current hands-on implementation experience migrating on-premises applications to AWS required
• Demonstrated ability to think strategically about business, product and technical challenges
• Three years of experience including at least 2 years of customer facing cloud projects is required. AWS Cloud certification is required
• Highly technical and analytical possessing 2 or more years of IT platform implementation experience.
• Strong verbal and written communications skills
• BS level technical degree Preferred

Desired Skills:

• Strong practical Linux-based systems administration skills in a Cloud or Virtualized environment
• Familiarity with Windows-based systems administration in a cloud or Virtualized environment
• Experience building sophisticated and highly automated infrastructure
• Prior success in automating a real world production environment
• Experience with at least one of the cloud migration COTS tools, and/or AWS native migration services.
• Experience with CloudFormation and JSON
• Strong scripting skills with Bash, Perl, Python, PowerShell
• Experience with revision control source code repositories
• Familiarity with Chef, Puppet, or Ansible with many nodes
• Familiarity with monitoring tools like Nagios
• Experience with seamless/automated build scripts used for release management
• Understanding and experience with code deployment
• Understanding of SOA and REST
• Track record of implementing and administration of AWS services and production environments
• Experience with Microsoft Azure offerings a plus

Job Type: Full-time

Apply

Required Skills:

• US Citizen and must have an active Secret Clearance.
• Respond to queries over the phone or via e-mail.
• Write training manuals.
• Train customers on specific aspects of defined cloud processes and procedures.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Follow up with customers to ensure issue has been resolved.
• Gain feedback from customers about cloud and devops usage.
• Act as a cloud resource for service desk associates and other organizations.
• Assist in developing and maintaining solutions in knowledge based systems
• Assist with projects or other duties assigned by supervisor

Desired Skills:

• Demonstrated ability to think strategically about business, product and technical challenges
• Deep understanding of AWS technologies
• Deep understanding of DevOps and Continuous Integration
• Current hands-on implementation experience migrating on-premises applications to AWS required
• Demonstrated ability to think strategically about business, product and technical challenges
• Strong verbal and written communications skills
• Prior success in operating within a real world production environment
• Understanding and experience with code deployment
• Understanding of SOA and REST
• Track record of implementing and administration of AWS services and production environments
• Experience with Microsoft Azure offerings a plus

Job Type: Full-time

Apply

The Tier I team serves as the primary IT Customer Support interface between WMATA IT departments and all WMATA end-users. Tier I activities, include, but not limited to, the following:

• Provide 24x7x365 coverage for all Tier I customer-related issues.
• Intercept and initiate resolution of IT customer service requests via telephone, chat, fax, or e-mail.
• Log service tickets for every customer interaction regardless of the mode of communication (email, phone, fax, or chat).
• Troubleshoot, triage, and resolve service requests over the phone and/or via remote access.
• Escalate issues reported by WMATA’s VIPs
• Report critical issues, which fall under WMATA’s critical incident criteria to the designated incident management team. Non-Disclosure Agreement (NDA) required to release this criteria.
• Escalate to other support entities when unable to resolve within Service Level Agreement (SLA).
• Escalate to other support entities when issue requires a higher level of technical skills.
• Ensure trouble tickets are addressed in a timely fashion in accordance with WMATA-designated SLAs.
• Identify trouble ticket trends, escalate identified problems to supervisory personnel, and perform problem management to ensure problems are addressed in a timely fashion.
• Document service-related issues and proposed resolutions for inclusion in the ITCS knowledgebase.
• Perform administration services such as creation, access modification, and deletion of end-user accounts.
• The candidate should be flexible to perform 24/7/365 shift work.

Job Type: Full-time

Required experience: 1 Year of Help Desk experience

Apply

The WMATA Tier II support is involved in resolving complex issues, however, under situations requiring increased workforce at Tier I, such as surges in high call volume, Tier II resource may be partially or fully diverted to Tier I support.

• Provide onsite desk-side and remote technical support. The onsite support may require local travel.
• Intercept and manage customer IT service requests via telephone, fax, e-mail, or walk-in.
• Log a service ticket for every customer interaction regardless of the mode of communication (email, phone, fax, or walk-in).
• Troubleshoot and triage service requests face to face and/or via remote access.
• Resolve service tickets or escalate to other support entities as needed and within SLA parameters.
• Support WMATA’s PC Refresh Program. The program includes but not limited to: replacing old computers with new computers provided by WMATA; migrating data and settings from old computers to new computers; scheduling appointments with respective customers; performing surveys for quality assurance purposes and other administrative duties as needed.
• Support computer and peripheral moves for customers moving offices or cubicles to new locations.
• Provide special services that include on-site moves, Endpoint hardware setup and support, and projector support and installation, site and station manager kiosk support.
• Perform desktop and laptop imaging.
• Minimum 3 years of Tier 1 & 2 experienced required.
• Computer support related certifications are proffered.
• Flexibility for shift work.
• High School Diploma is minimum requirement

Job Type: Full-time

Required experience: 3 Years of Tier 1 & 2 experience

Required education: High school or equivalent

 

Apply

This role supports continuous process improvement and Tier I/Tier II training needs:

• Understand, document/update WMATA ITCS processes and changes to the processes
• Create/update Knowledgebase articles for support staff
• Develop/update training materials for onboarding Tier I/II staff
• Conduct training for Tier I/II staff
• Coach Help Desk personnel, guiding, teaching, and implementing best business practices
• Establish training plans and provide Help Desk personnel with refresher training as needed
• Also serve as Knowledge Management Specialist to capture and publish help desk knowledge articles. The individual in this role classifies, tags, and prepares knowledge articles for inclusion into the knowledge database. The person responds to knowledge inquiries and promotes relevant knowledge assets to defined populations. The individual in this role will ensure the effectiveness, productivity, and impact of the knowledge management system.
• Work with subject matter experts to develop knowledge assets or scripts for Help Desk analysts.
• Review scripts on a routine schedule to ensure assets are accurate and up to date
• Utilize Knowledge Management reporting tools to identify scripts that are due to be reviewed; as well as, those that are most frequently accessed by Help Desk analysts
• 5 Years of experience in developing and delivering helpdesk or IT training, helpdesk process improvement, helpdesk knowledge management.
• Bachelor Degree preferred

Job Type: Full-time

Required experience: Information Technology Training for atleast 5 years

Required education: Bachelor’s

Apply

Duties:

• Create mobile user interface designs, build applications, and conduct unit testing, and bug fixing involved in creating and maintaining applications; follow OIT’s release life cycle.
• The development methodology may depend upon the complexity and/or the urgency of the application or task.
• Develop new applications, components, or modules to meet functionality requirements.
• Design application screens, business rules, system menus, user reports.
• Implement Government agency security requirements to ensure a secure application environment.
• Follow application accessibility and Section 508 standards.
• Support the integration of application modules and components into planned system releases.
• Follow release management processes for the transition from development to testing and to production release of systems and/or system changes.
• Follow releases in an Agile environment for application deployment faster and more frequently.

Requirements:

• Strong Angular or similar JavaScript framework with demonstrated successful implementation.
• A team player with extensive website design and coding experience.
• Solid experience with JavaScript technologies e.g. Angular, React JS, JavaScript, CSS, XML, HTML and JQuery.

Qualifications:

• Bachelor’s degree in web/software/IT development.
• At least 3 year experience with JavaScript and Java technologies: web services, AJAX, JSF framework, Spring application framework, Hibernate object/relational persistence and query service.
• Experience with Object Oriented Principles and Design Patterns.
• At least 5 years’ experience with all phases of SDLC management.
• At least 3 years’ experience with projects of similar scope, functionality
• Superior problem solving skills.
• Analytical skills – the ability to assess a situation quickly, without bias, and to determine the most beneficial resolution for all parties involved.
• U.S. Citizenship or Permanent Residency is required.

 

Apply

Duties:

• Experience in installing and supporting PCs, laptops, printers, peripherals, and connected telecommunication (network & server) equipment in an IT Enterprise environment comprising 2000 users.
• At least One year experience in providing end-user software, hardware and network troubleshooting and support.
• At least One year experience in applying basic diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Possess thorough Knowledge of network configuration and troubleshooting techniques such as TCP/IP, WINS, DHCP and DNS within Windows- 7 and Windows-10 operating system and Apple MACs.
• Possess hands-on experience in setting up network and local desktop printers. Apply basic troubleshooting skills to identify and resolve network printing issues and protocol issues related to network printing in Windows 7 & 10 print server environment to include multi-function printers.
• Possess basic understanding of Apple MAC computers operating within GPO enterprise environment.
• Possess experience in imaging new user workstation andre-imaging used workstations while safeguarding customer files and profiles using automated tools.
• Proficient in using Remote Desktop services (RDS) and SCCM to provide remote user assistance i) Proficient in Microsoft Active Directory Management console.
• Hands-on expertise in supporting Microsoft software packages to include Microsoft Office 365, and other commonly used desktop related applications.

Apply

Project manager will be responsible for oversight, coordination and management of contractor staffing, performance, day to day work activities and assigned  projects across all the branches  within IT Operations Division that pertain to the above services. Contractor shall ensure proper staffing to maintain  the support  requirements of operating a high reliable Active Directory,  Office 365, Cloud Email, SCCM and VMWare infrastructure.

Duties:

• Serve as on-site corporate representative who can make commitments on behalf of contracting company  in all administrative and technical  matters related to the performance of tasks.
• Supervise all contract personal  assigned to the contract.
• Manage all subcontracting agreements, security enforcement  and task reporting  and coordination. Coordinate with the Contracting Officer  Representative (COR) to ensure proper execution  of the contract to meet agency needs and is the primary liaison between  the contractor  personal  and the COR.
• Provide technical,  financial  and administrative updates to the COR, Division  Chief and Branch Chief on regular basis.
• Ensure that all the GPO security and confidentiality requirements and procedures are met for all contractor staff according to agency.
• Performs contractor review and coordinate daily and long-range work activities with the designated Branch Chiefs and Federal Technical.
• Provide recommendation with selection of contractor
• Ensure agency’s Notification and escalation process is followed and provide timely updates about system
• Create and maintain support Perform and complete project activities per GPO requirements. GPO requirements will be provided via a Project Charter. The contractor will have an opportunity to review and comment on the Project Charter before it is finalized.
• Problem Resolution/Troubleshooting, for all supported systems Root Cause Analysis (RCA) reports are submitted with findings are recommendation of a permanent fix.
• For all new projects, a Configuration Change (CM) plan and schedule are created provided to Government Task Monitor or designee prior to system upgrades/updates.  Deployment plans must include systems impacted and schedules must include dates and resource for each Upgraded systems are in compliance with the GPO IT Security Policies and required patch levels after upgrades occur.
• Research, recommend, and test improvements new technologies as needed/requested. The research recommendations include, but are not limited to software, tools and methodologies of procedures, and equipment.
• Review and update technical documentation and Visio layout of current systems covered under this task.

Minimum Qualifications:

• Eight years of experience managing infrastructure support contracts, of which one year must include the management of at least 25 employees. Experience must include assuming full responsibility of the recruitment, hiring, development and supervision of employees.
• Five years of experience managing an infrastructure support contract where the contract is composed of multiple separate and concurrent tasks. Contract management must include the planning, budgeting, staffing and control of each task assignment.
• Experience with server hardware installation and repair and the Windows operating system installation, patching and administration.
• Working knowledge of Continuity of Operation (COOP) program development and initiatives.
• Working knowledge of security protocols and applications.

Supporting complex IT operations, including all of the following:

• Assisting end-users in solving problems
• Installing and managing Client/Server based applications
• Installing, configuring and testing network and server software
• Perform troubleshooting of complex issues in a complex enterprise network environment
• Maintain and optimize network servers comprised of various OS platforms
• Ensuring overall security guidelines are fully implemented on network server platforms.
• Five years of experience primarily as a technical team leader of an infrastructure support staff in a structured IT operations environment composed of at least 8 mid to senior level IT operations staff engaged in all aspects of Active Directory, Application servers and user accounts management activities including security administration activities associated with IT operations.
• Experience shall have included responsibility for: Planning work, controlling projects and reporting progress via verbal briefing or regular reporting process
• Prepare technical specifications for deliverables.
• Guiding and monitoring the work of staff developing deliverables.
• Developing work standards and evaluating performance.
• Reviewing team products to assure quality before delivery.
• At least Five years’ experience identifying, determining the feasibility of, and analyzing the costs and benefits of alternatives for new hardware, software and systems configuration approaches.
• This experience must include but not limited to:Identification of alternatives, feasibility analysis and risk management plan of alternatives.
• Develop final recommendation for users and management.
• Four years’ experience in client relations, working closely with the clients and/or Business Unit front-line leadership to assist in specific IT issues or feasibility studies associated with IT solution.
• Three years’ experience in putting processes in place to assist in managing projects or tasks.

Apply

Duties:

• Facilitate SCCM administrative tasks, integration needs, and business Create, implement,  manage  and maintain  the GPO’s enterprise SCCM platform
• Administer, manage and maintain the GPO’s enterprise SCCM 2012 platform  with daily, weekly, and monthly recurring  tasks. Create and administer  advertisements, programs,  collections, virtual applications, reports and queries.  Perform daily SCCM infrastructure and client health monitoring and repair issues. Document  and test Backup and restore process of SCCM platform. Create and maintain  support  documentation, asset inventory,  and technical  drawings  of the enterprise SCCM infrastructure.
• Perform patch management, application packaging  and distribution, and operating  system deployment (OSD).  Maintain,  update, and troubleshoot workstation images and task sequences within SCCM Operating System Deployment.
• Assist all information technology groups at GPO, both within IT operations as well as in other IT divisions  to facilitate the integration or support  of the SCCM Services.
• Participate in the creation  and ongoing  maintenance of Architecture & Design  documentation ensuring that clear, concise and accurate  information is readily available.
• Create custom SCCM reports and SQL Deploy software using SCCM Software Distribution and Task Sequence application tools.
• Prepare, test, and deploy software  updates using SCCM Software  Deployment  Management Troubleshoot issues related to SCCM client and infrastructure.
• Package software for automated deployments, providing  logic for handling new installations, upgrades, and managing dependencies.
• Generate and maintain image(s)  for Windows  7 and 10, and related Identify and resolve client health issues by providing tier-3 desktop  support  upon escalation  from other teams.
• Create detailed reports for software distribution, inventory,  and compliance
• Troubleshoot failed systems  management deployments and client health issues. Assist in ensuring compliance with security  policies  and procedures. Analyze  and document  a workstation’s present configuration, reconfigure the workstation to accommodate one or more additional  business applications.

Minimum Qualifications:

• Possess  3-5 years’ experience as a Microsoft  SCCM administrator.
• Hands-on SCCM  2012 deployment and infrastructure experience including troubleshooting experience.
• Ability to design, document, and create Advertisement/ Collections/ Packages/ Applications within an SCCM 2012 environment.
• Experience in downloading and deploying software updates  within SCCM 2012 system integrated  with the Microsoft Deployment  Toolkit  (MDT).
• Experience in generating reports using SCCM 2012 with the SCCM  database  and SQL Service Reporting Services.
• Hands-on experience in scripting  to automate  SCCM processes
• Ability to evaluate alternatives for deploying and supporting applications in a managed environment.
• Familiarity with third party installer tools such as Flexera’s  Admin
• Ability to provide Tier 3 support for escalated  desktop issues in relation  to application deployment  using
• Ability to evaluate current  procedures and processes for accomplishing objectives and continuously develops  and implements  improved  practices.
• Responsible for proper escalation, communications, and management of production system problems.
• Thorough understanding and execution of Operating System Deployment (OSD) and SCCM technology.
• Must be able to work in a team environment with other systems administrators as well as work with other computer/facility support  organizations and work well multi-tasking various related efforts.
• Must have good communication skills, both written and verbal and will be responsible for documentation of all aspects of various system installation and configuration efforts.

Education:

• At least two (2) years of technical  education  or Bachelor’s  Degree  in one of the following areas: Engineering, Computer  Science, Information Systems,  or Bachelor  of Science.

Certifications: 

• MSCS Preferred

Apply

Duties:

• Facilitate SCCM administrative tasks, integration needs, and business Create, implement,  manage  and maintain  the GPO’s enterprise SCCM platform
• Administer, manage and maintain the GPO’s enterprise SCCM 2012 platform  with daily, weekly, and monthly recurring  tasks. Create and administer  advertisements, programs,  collections, virtual applications, reports and queries.  Perform daily SCCM infrastructure and client health monitoring and repair issues. Document  and test Backup and restore process of SCCM platform. Create and maintain  support  documentation, asset inventory,  and technical  drawings  of the enterprise SCCM infrastructure.
• Perform patch management, application packaging  and distribution, and operating  system deployment (OSD).  Maintain,  update, and troubleshoot workstation images and task sequences within SCCM Operating System Deployment.
• Assist all information technology groups at GPO, both within IT operations as well as in other IT divisions  to facilitate the integration or support  of the SCCM Services.
• Participate in the creation  and ongoing  maintenance of Architecture & Design  documentation ensuring that clear, concise and accurate  information is readily available.
• Create custom SCCM reports and SQL Deploy software using SCCM Software Distribution and Task Sequence application tools.
• Prepare, test, and deploy software  updates using SCCM Software  Deployment  Management Troubleshoot issues related to SCCM client and infrastructure.
• Package software for automated deployments, providing  logic for handling new installations, upgrades, and managing dependencies.
• Generate and maintain image(s)  for Windows  7 and 10, and related Identify and resolve client health issues by providing tier-3 desktop  support  upon escalation  from other teams.
• Create detailed reports for software distribution, inventory,  and compliance
• Troubleshoot failed systems  management deployments and client health issues. Assist in ensuring compliance with security  policies  and procedures. Analyze  and document  a workstation’s present configuration, reconfigure the workstation to accommodate one or more additional  business applications.

Minimum Qualifications:

• Possess  3-5 years’ experience as a Microsoft  SCCM administrator.
• Hands-on SCCM  2012 deployment and infrastructure experience including troubleshooting experience.
• Ability to design, document, and create Advertisement/ Collections/ Packages/ Applications within an SCCM 2012 environment.
• Experience in downloading and deploying software updates  within SCCM 2012 system integrated  with the Microsoft Deployment  Toolkit  (MDT).
• Experience in generating reports using SCCM 2012 with the SCCM  database  and SQL Service Reporting Services.
• Hands-on experience in scripting  to automate  SCCM processes
• Ability to evaluate alternatives for deploying and supporting applications in a managed environment.
• Familiarity with third party installer tools such as Flexera’s  Admin
• Ability to provide Tier 3 support for escalated  desktop issues in relation  to application deployment  using
• Ability to evaluate current  procedures and processes for accomplishing objectives and continuously develops  and implements  improved  practices.
• Responsible for proper escalation, communications, and management of production system problems.
• Thorough understanding and execution of Operating System Deployment (OSD) and SCCM technology.
• Must be able to work in a team environment with other systems administrators as well as work with other computer/facility support  organizations and work well multi-tasking various related efforts.
• Must have good communication skills, both written and verbal and will be responsible for documentation of all aspects of various system installation and configuration efforts.

Education:

• At least two (2) years of technical  education  or Bachelor’s  Degree  in one of the following areas: Engineering, Computer  Science, Information Systems,  or Bachelor  of Science.

Certifications: 

• MSCS Preferred

Apply

Duties:

• Support Office 365 (Govt.) tenant and integrations using Active Directory Federation Services, Azure Active Directory Connect, and PowerShell. Responsible for documenting and testing system recovery in case of service outages or failures. Monitor and assist in the Synchronization of on-premises directory objects with Office 365. Monitor and configure Active Directory Federation Services (ADFS) with responsibility for changes to claims rules and adding organization through federation trusts.
• Identify and perform network traffic optimization to provide performance improvement, efficiency and security between the GPO and Azure Ensure access to all Administrative features in Office 365 suites of services included in the GPO’s plan.
• Research, assess, and recommend for acquiring additional Office 365 services, manage Office 365 subscriptions, support tickets, and monitoring service health.
• Investigate, identify and troubleshoot services offered in Office 365 applications, resolve complex issues and other operational difficulties
• Assist in planning, designing, deploying and managing hybrid Cloud environment leveraging services provided by Microsoft.
• Assist in developing technical architecture and design diagrams and descriptions for Azure cloud services.
• Assist in implementing and supporting Development, Operations and Testing in Azure cloud platform. Provide Message tracking end to end both from the DMZ and internal networks. Document and operate all Certificate management activities to support all cloud integrated resources.
• Assist and document Mailbox restores, item recovery, and auditing of all mailbox activities with operational responsibility for documenting and implementing management
• Use Office 365 Administration-center dashboard to Escalate/Report Exchange online maintenance status, service disruptions and planned maintenance activities.
• Monitor and maintain critical Office 365 components such as directory synchronization, multi- factor authentication, conditional access policies, and remote connectivity.
• Perform routine capacity planning tasks for on-premises systems and online services.
• Generate reports showing the utilization of services both on-premises and in Office 365.
• Develop and maintain contingency plans.

Minimum Qualifications:

• MCSE or MCITP with 5-7 years related experience with Office 365, Exchange, and Azure
• Microsoft Office 365 technical competency: Possess a broad knowledge-base of Office 365 technical architecture.
• 1+ years of Azure.
• Understanding of cloud email systems and Domain Name System (DNS).
• Experience in developing Windows PowerShell to automate scripted solutions.
• Experience in designing and implementing Microsoft Office 365, Exchange Server and Active Directory Federation Services and Azure AD connect.
• Possess hands on experience with Cloud Identity and Security Technologies- EMS, Federation Services, and Identity management.
• Hands on experience in complex messaging migration scenarios, including Hybrid Office 365 configuration and on-premise relays of message tracking and
• One year Experience in troubleshooting Mobile Messaging Technologies: Exchange ActiveSync, iOS, and MDM platforms such as Air Watch.
• Hands-on technical experience with Microsoft Cloud (Azure, Hyper-V, System Center, Azure Pack/Stack)
• Experience with Microsoft PaaS offerings, Container technologies, and with DevOps/SDLC.
• Experience with Cloud automation/orchestration concepts and design.

Apply

Duties:

• Facilitate Active Directory administrative tasks, integration needs, and business requirements.
• Create,  implement, manage  and maintain  the Delegation Model  that uses AD role based administration
• Document and test AD Domain Controllers Backup  and restore process
• Manage and report on operational health of all managed  Microsoft  Enterprise Devise and report on specific  daily, weekly,  and monthly  monitoring tasks that ensure overall functionality and availability.
• Be available to all infomation technology groups at GPO, both within IT operations as well as in other IT divisions to help and facilitate the integration or support  of the Microsoft  Enterprise Services.
• Create and customize PowerShell scripts to perform data sanitation, configuration and GPO policies  Secure Active Directory objects using ACL’s,  group policies  and permissions, and also other applicable security   Design  & Implement Group Policies  to include compliance with CIS benchmarks.
• Document standards and guiding principles  for AD & related   Participate in the creation  and ongoing  maintenance of Architecture & Design documentation ensuring  that clear, concise  and accurate  information is readily available.
• Create and maintain support  documentation, asset inventory,  and technical  drawings  of the enterprise infrastructure.
• Work closely with desktop  and server administrators to structure and define appropriate Group Policy, scripting, related to directory  hierarchy,  objects,  and Collaborate with Information Security  Division  to mitigate vulnerabilities, define and implement  security  policies, and support  internal  PKI/certificate management process.

Minimum Qualifications:

• MCSE or MCITP with 5-7 years’ minimum  experience as a Windows 2008/2012 and Active Directory services administrator.
• Hands-on experience in supporting Microsoft Windows 2008/2012, Active Directory, ADFS, MS PKI, DFS, and GPO validation and design.
• Demonstrated experience with Group policy creation, troubleshooting and management.
• Experience in developing and supporting system management automation tools to deploy, configure and monitor servers and services.
• Experience in developing, documenting, and enforcing the standards, security procedures, and controls for access to ensure integrity of the Windows Systems, Active Directory, and related systems.
• Thorough understanding of monitoring best practices for Active Directory and related services.
• Ability to translate technical issues into understandable business language for end users and other technical support.
• Must have excellent writing skills and communicate effectively with all stakeholders
• Experience with ADFS implementation and support.
• Ability to solve complex admin tasks using PowerShell

Education:

• At least two (2) years of technical education or Bachelor’s Degree in one of the following areas: Engineering, Computer Science, Information Systems, or Bachelor of Science will be preferred.

Certifications:

• MCSE Windows 2008 or greater (Preferable)

Apply

Essential Functions:

• Collaborate with cross-functional teams (DEV, UX/UI & BA) to define, design, and deliver creative digital solutions.

• Utilize automation to support unit, system and regression testing for the application lifecycle.
• Practice Agile Developmental best practices including test-first programming, regular refactoring, continuous integration. 

• Participate and contribute in discussions and problem solving as part of an Agile team.

Education & Experience: ​

• 4+ years of relevant software development experience building web applications.
• Strong knowledge of HTML5, CSS, and Sass or Less.
• Experience developing, releasing, and maintaining Javascript applications on top of RESTful APIs.
• Solid JavaScript experience ideally with one or more MVC frameworks (e.g. Angular.js, Backbone.js, React.js)
• Experience using web package tools (eg. bower, grunt/gulp, npm).
• Experience with Twitter Bootstrap and techniques for optimizing client-side assets.

Nice to have:

• Experience developing web applications that are Section 508 compliant. 

Apply

Functions:

• Plan, design, build, test, deploy and maintain highly scalable web-based services using modern technologies.
• Coordinate with business analyst to analyze business requirements, design and document solutions. Interact with stakeholder and end-users to analyze requirements.
• Writes unit tests and code that adheres to coding standards.
• Knowledge of CI/CD pipeline and ability to deploy services to the customer development environment.

Experience Requirements:

• 4+ years professional software development experience.
• Experience in full-stack development from concept to UI and back-end implementation.
• 2+ year of in-depth working knowledge of ASP.NET MVC using C#.NET, Angular/React, HTML5, CSS, and MS SQL Server.
• 2+ year of experience with Agile methodology and eXtreme Programming best practices like TDD, CI/CD, and pair programming.
• Demonstrated knowledge and experience with Microsoft Windows Server and IIS management.
• Experience or knowledge of building interfaces according to Section508, WCA, and WAI-ARIA standards.
• Knowledge implementing security best practices at the application development and hosting layers.
• Experience with a distributed version control system.
• Familiarity with Amazon Web Services/Microsoft Azure platforms.
• Must have excellent communication skills.

Apply

Essential Functions: 

• Plan, design, build, test, deploy and maintain highly scalable web-based services using modern technologies.
• Defines and delivers a CI/CD pipeline
• Writes unit tests, code that adheres to the design document principals that passes the defined tests, and writes integration tests.
• Via the CI/CD pipeline, deploys the services to the customer development environment
• Provides online documentation about the services.
• Work cross-functionally to implement trade-offs and prioritize features.
• Deliver elegant and maintainable code with proper documentation.
• Integrate, improve, and scale existing products.
• Communicate with customer and other team members effectively.

Experience Requirements: 

• software design, testing, programming, and deployment
• 4+ years professional programming experience.
• 2+ year of in-depth working knowledge of HTML5, CSS, NodeJS, JavaScript, PhP, and PostgreSQL.
• 2+ year of experience with Agile methodology and eXtreme Programming best practices like TDD, CI/CD, and pair programming.
• demonstrated knowledge and experience at the Linux OS level, knowledge of HTTP Servers
• experience in Database programming (PostGres), and server-side scripting
• familiarity with containers and container orchestration.
• Experience in full-stack development from concept to UI and back-end implementation.
• Experience or knowledge of building interfaces according to Section508, WCA, and WAI-ARIA standards.
• Knowledge implementing security best practices at the application layer.
• Experience with a distributed version control system.

Apply

We are currently seeking a Call Center Analyst (CCA) for a full time position.  This role is largely responsible for providing remote call center support, providing operational support by determining organizational and user requirements; answering inquiries; resolving problems;and fulfilling requests.  We are looking for a highly competent and highly motivated individual in this role.  This is an Enterprise Operations Support role; as such it will require a commitment on your part as well as ours.

Essential Functions:

Some of the primary responsibilities of this role include:

• Remote telephone based Call Center support services
• Owning, tracking and resolving Human Resources (HR) Application incidents and requests
• Fulfilling requests and resolving incidents within Service Level Agreements (SLAs) on a daily basis to ensure service related issues are identified and resolved within established SLAs
• Determining requirements by working with customers
• Answering inquiries by clarifying desired information; researching, locating, and providing information
• Resolving problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions
• Fulfilling requests by clarifying desired information; completing transactions
• This remote call center support role requires a service oriented mentality, high sense of ownership of the incidents, problems, and requests, a focus on managing and resolving issues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of their requests, and proactively escalating any issues that cannot be resolved within the established timeframes.

Education:

• High school diploma or equivalent. Bachelor’s Degree preferred.
• HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) – required within 10 business days of hire

Knowledge Requirements:

• Critical thinking skills
• Active listening skills and effective communication strategies
• Enterprise ticketing application experience – BMC Remedy Service Management experience preferred
• Application support experience in Datamart, HR General, HRMS, W2, WTTS, FPPS, QT, Payroll, Quicktime preferred

Experience:

Two (2)+ years’ experience in an high volume enterprise level call center

Apply

The Service Desk Specialist must possess and apply expertise on multiple complex work assignments. Assignments may be broad in nature, requiring originality and innovation in determining how to accomplish tasks. The Service Desk Specialist is required to meet contract Service Level Agreements (SLAs) for incident Response, Update, Handoff, and Resolution times.  The Service Desk Specialist must follow published Standard Operating Procedures (SOPs) and Knowledge Base Articles (KBAs), but may also be called to perform additional activities, developing methodology and presenting solutions to problems.  Must contribute to deliverables and performance metrics where applicable.

Essential Functions:

• Responds and diagnoses problems through discussion with users and hands-on assistance. 
• Provides on-site support to end users on a variety of issues.
• Identifies, researches, and resolves technical problems.
• Responds to tickets assigned by Tier 1.
• Ensures all assigned tickets are updated and moving towards a successful resolution in a manner that meets or exceeds SLAs.
• Documents, tracks, and monitors tickets to ensure a timely resolution.
• Provides second-tier support to users’ applications or hardware issues.
• Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.
• Simulates or recreates user problems to resolve operating difficulties.
• Recommends systems modifications to reduce user problems.
• Performs Moves, Adds and Changes (MAC)

Travel is required, up to 50%.  Selectee may be required to drive their personal vehicle to various nearby government locations (up to four hours away), to provide on-site support.  Travel will be reimbursed.

Education/Certification:

Required: (or can obtain within 60 days of hire) Microsoft Office Specialist certification for Office 2007 or later.

Required: One of the following.  ITIL v3 Foundations, Help Desk Institute’s HDA, CSR, or other IT industry certification.

Knowledge Requirements:

• Microsoft network or enterprise support 
• Active Directory
• Microsoft Office 2010 
• Office 2013 
• Office 365 
• Blackberry,
• MaaS360
• NetIQ Directory Resource Administrator (DRA) 
• Systems Center Configuration Manager (SCCM) 
• Cisco AnyConnect
• Citrix XenDesktop
• Junos Pulse
• NetScreen VPN
• BMC Remedy 7.5 or 8.1 employing Incident Management (IM), Knowledge Repository (KR), Service Request (SR), Problem Management (PM), and Service Level (SL) modules.

Experience:

At least 2 years of current experience in participating in a desk-side support environment. 

Apply

The Service Desk Specialist must apply fundamental concepts, processes, practices, and procedures on technical assignments. Must perform work that requires practical experience and training. The Service Desk Specialist will also provide administrative and technical support for the Enterprise Service Desk.  Work is performed under supervision.

Administrative Essential Functions:

• Provide users with a central place to drop off and pick up equipment and pick up Service Request forms.  
• Document and administer all users visiting the Walk-In Center through a visitor log.  
• Maintain an inventory of forms, and ensure all forms are properly completed, catalogued, and scanned/entered into Remedy as appropriate.  
• Create and update Remedy tickets as part of the Enterprise Service Desk walk-in operations.  
• Assist users with administrative configuration issues such as workstation troubleshooting, account configuration, basic troubleshooting, email system usage, and other non-hands on activities.  
• Resets account passwords, security tokens, PINs, and other administrative account management support activities as needed.  
• All work will be contained and documented in the agency’s Remedy ticketing system.

Support-Shared Equipment Handling: Document the sign-in and sign-out of shared equipment, operate and administer an equipment checkout system for short-term assignments of laptops and other portable IT equipment, ensure all portable IT equipment is current and ready for immediate deployment at all times, track status and whereabouts of all checked-out equipment and ensure checked-out equipment is returned on time.

Equipment Disposal: Assist the Government with disposition of obsolete (or no longer needed) IT-related equipment, Work with the site personnel to have the equipment shipped to the Government-directed location or have its ownership transferred to the site, Notify the Configuration Management Team to update CMDB.

Create and update daily, weekly, monthly and other project reports, under the guidance of the program manager and continual service improvement manager, to send to the federal government as part of project documentation and deliverables management.

Service Desk Essential Functions:

Manage incidents, Problems, and Service Requests.  Use government-standard implementation of Remedy 7.6 (or higher) for handling tickets.

Ticket Creation and Handling:  Receive calls made to a single phone number (provided by the government), via email, via fax or contacting on-site support personnel. Future possibilities include the use of a self-service portal, live chat and texting.

• Accept all methods of contact and respond in a manner that meets the applicable SLA.
• In addition to creating tickets in response to User requests, support tickets created in response to automated alerts and outage/Incident information received from external and internal organizations, such as server support groups, external WAN providers, application support groups, and other government-authorized organizations. 
• Associate all Incident Tickets associated with a Problem Ticket via the parent-child relationship in the lTSM. 

Support-Incident Management:  Provide impact- and priority- based Incident categorization in order to track progress of all incidents and restore degraded or disrupted services as quickly as possible:

• Escalate tickets based on expertise and appropriate group membership
• Answer customer telephone calls and emails to the SD in accordance with the applicable SLAs during Normal Working Hours
• Monitor voicemails and emails left for the SD
• Log Incidents and Service Requests into the ITSM.
• Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times. Track Incident from first report to remediation
• Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.
• Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
• Escalate tickets as required by the applicable Service Level Agreements (SLAs)
• Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contacts and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored
• Follow-up on resolved Incidents to check quality, get customer concurrence of incident closure, and to report customer satisfaction
• Work with Operational and other teams to ensure final summary, review. analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages, and submitted in writing to government management
• Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents
• Proactively monitor Automated Call Distribution (ACD) calls, Incidents and Service Request work flows, processes and queues to immediately identify and address performance issues that will impact the delivery of services to Users
• Ensure non-IT requests are properly routed to appropriate support organizations.

Initial Telephone Call Handling:  Provide live telephone support during Normal Working Hours. Accept Users’ requests for service, record the request, and attempt resolution. If the agent handling the request cannot resolve the issue, escalate the ticket to the appropriate personnel:

• Provide live telephone coverage during NWH of service via the call distribution system
• Answer calls in the order they are received in accordance with applicable SLAs
• Greet the customer
• Verify or update User’s contact information
• Identify the nature of the Incident and correctly classify it
• Record any additional information into the ticketing system
• Assign ticket priority based on severity level matrix
• Provide the User with a ticket number.

Initial Email Handling:  Check for requests coming through email on a regular basis and create tickets based on these requests as required by the appropriate SLAs:

• Continuously monitor the SD email queue for new requests
• Create tickets in a manner that meets and/or exceeds applicable SLA
• Verify information with the end User, as required
• Provide User with a ticket number.

Initial Fax Handling: Check for requests coming through fax on a regular basis and either (1) scan and attach the document to an already created ticket or (2) create a ticket based on the faxed request as required by the appropriate SLAs:

• Continuously monitor the SD fax machine for new Service Requests
• Create tickets in a manner that meets and/or exceeds applicable SLA
• Verify information with the User, as required
• Provide User with a ticket number.

Critical Events Handling: 

• Establish means to accept these events and to track them via ITSM tickets
• Manage resolution process in a manner that meets and/or exceeds applicable SLA
• Make information about these critical events available to all SD agents for real-time reference
• Keep information in the Known Errors database current

Ticket Updates:  Update or ensure that all tickets are updated in a manner that meets the applicable SLAs:

• Update tickets by adding work log information as required by the applicable SLAs
• Monitor status of all open tickets and escalate as required
• Coordinate resolution with other internal and external teams, as appropriate
• Check the assigned tickets queue on regular basis throughout the NWH
• Provide advice and guidance to the Users regarding restoration of interrupted service
• Verify ticket resolution with the User
• Provide advice and guidance to Users regarding restoration of interrupted service

Ticket Closure:  No ticket can be closed without concurrence from the User that the ticket has, in fact, been fully resolved and that the service has been restored.  When an issue is resolved, change status of the ticket to “Resolved”.  Follow up periodically to verify the service meets client expectations; close when completed.

Incident Handling and Management:  Assume responsibility for resolving Incidents in a manner that meets or exceeds the applicable SLAs and OLAs. Escalate and/or seek assistance if other support teams are not being responsive to requests for assistance. Maintain status of all open tickets in a manner that meets the SLAs and OLAs.

Problem Handling and Management:  Continuously review Incident data as well as other sources of information to identity trends that may lead to discovery of a common cause of incoming incidents. When such a cause is determined, create a Problem ticket and link all related Incident tickets to it.  Upon resolution of the Problem ticket, update all related Incident tickets.

Request Fulfillment (Service Request) Management:  Receive requests from a variety of sources including User or technician telephone call and voicemail, User or technician e-mail, and User or technician walk-in:

• Log and track requests for IT components and services
• Log Service Requests into the ITSM and track their resolution.
• Monitor processes that coordinate delivery of IT assets directly to customers and office equipment custodians.

Ticket Ownership: Assume responsibility for Incident, Problem and Service Request resolution regardless of the party actually performing the work, i.e., if the work is performed by an external organization, track the resolution and escalations, as required by the SLAs.

User Notification: Notify Users about planned maintenance windows and outages via e-mails. 

Remote Desktop Management: Provide configuration and troubleshooting assistance using supplied remote desktop management tools such as GoToAssist.

Application Support:  Assist users Users with configuration, troubleshooting and answering “how-to” questions related to usage of standard and other approved applications.

Assistive Technology User Support:  Assist Users with using assistive technology tools, such as Windows’ Ease of Use and Jaws.

On-Line Collaboration Tool Support:  Support use and management of provided On-line collaboration solutions such as WebEx by assuming responsibility for scheduling meetings, managing usage, and providing User support. Provide limited how-to and scheduling assistance.

Education & Experience Requirements:

• 1-2 years of Technical Experience
• Bachelor’s degree (preferred)
• BMC Remedy ticketing system.  MS Office suite, specifically MS Word and MS Excel.  Superb oral, written, and communication skills essential.

Apply

Essential Functions:

• Serve as primary POC who operates in coordination with the Authority’s management
• In coordination with the Authority’s management, supervises daily operational support functions for the Authority’s IT Customer Support Center, including implementation of systems necessary to document, track, and manage end-user service requests, inquiries and problem notifications.
• This role should ensure quality of services by adhering to quality assurance plan (QAP) and active call monitoring, ticket performance review, customer satisfaction surveys, technician coaching and development, disciplinary recommendations and actions.
• Review tickets transfers between support tiers (Tier I, Tier II, Tier III) and escalations to ensure issues are resolved within the most appropriate tier without unnecessary routing to higher tiers.
• Recruit, interview, hire and evaluate staff performance.
• Provide oversight for day to day services rendered by contractor’s resources.
• Manage contractor’s staffing needs such as hiring, resource planning and terminations
• Ensure tactical onsite oversight, coordination, and management of special services that include on-site moves, PC set-up and support, monitor and projector support and installation, and site and station manager kiosk support.
• Daily interactions with Authority’s leadership regarding team performance, staffing plans, recruiting, interviewing and hiring, and administering disciplinary actions. These interactions include, but are not limited to, emails, phone calls, texts, and face-to-face meetings.
• Provide performance monitoring and inspection as outlined in the Authority’s Quality Assurance plans.
• Ensure daily, weekly, and monthly coaching and development.
• Monitor and manage technician staff attendance.
• Recommend and take disciplinary action and report such to Authority leadership.
• Identify opportunities for process Improvement and implement in coordination with Authority management
• Provider periodic reports status reports

Education & Experience Requirements:

• Bachelor’s Degree (preferred)
• 5-7 years equivalent technical experience 

Apply

This role is responsible for providing front line and remote support to end users in multiple locations. This role acts as the point of contact for initial problem reporting and is required to perform triage on reported problems, collect necessary information and work customer incidents and requests through to completion. Additionally, this role is a tier II escalation point from IT Service Desk technicians and management back up. We are looking for a highly competent and motivated individual with excellent customer service, problem solving/troubleshooting and team building skills.

Essential Functions:

• Troubleshoot, resolve and provide solutions to end-user problems involving workstations, laptops, tablets, smart phones and standard software/applications
• Onboard new users including imaging and encrypting end user computing devices and installing associated software
• Respond to issues and requests over the phone, via email or in person
• Manage File Servers, create shared drives and set user permissions
• Install and troubleshoot network printers, local printers and scanners as well as other end user peripherals
• Follow up with End Users ensuring their issues and requests are resolved
• Utilize standard ITSM tool to log, manage and track user issues and requests
• Maintain SOPs and Knowledge Base articles 
• Act as an escalation point for service desk technicians and serve in a back up management role
• Train and mentor the service desk team on new technology and excellent service delivery

Experience & Knowledge Requirements:

• Experience supporting a large number of users with technical questions, issues and requests
• Strong analytical and troubleshooting skills including a thorough understanding of how to interpret users’ technical questions and issues, and ability to resolve these issues.
• Excellent verbal and written communication skills and the ability to interact professionally with end users, subject matter experts, managers, and executives
• Proficiency with mainstream commercial-off-the-shelf (COTS) products such as MS Office, Adobe Acrobat and others
• Better than average understand of TCP/IP and basic commands to resolve end user network connectivity issues
• Basic level of experience with DHCP (reserving IP addresses and creating static IPs)
• Knowledge of Google Apps/GMAIL as well as Microsoft Outlook
• Intermediate level of experience with Active Directory/multi factor authentication, Windows Server (2008 and 2012 r2) and Workstation operating systems (MACS and OSX), SCCM/IEM, Remote Management Tools, and Mobile Device Management (IOS and Android)
• Knowledge of Unified Communication technology including Instant Messaging, Presence Information, IP Telephony and Audio, Web and Vdeo conferencing
• Must have knowledge of industry best practices around IT service delivery, change and risk management and the ability to apply them
• Experience managing to operational SLAs and OLAs
• Monitor performance and service delivery metrics and initiate plans for exceeding performance targets

Education and Certifications:

• Associates Degree (Bachelors Degree preferred)
• 5+ years of IT Service Desk experience
• 3 years of IT Service Desk supervisory experience highly desired
• ITIL v3 Foundations
• HDI certification (HDI Manager preferred)

Apply

Essential Functions:

• Maintain operational hours of coverage and after hours work as necessary.
• Coordinate with other teams to ensure activities at all sites are properly communicated.
• Implement and manage a standard IT service management framework.
• Detect service and system outages and communicate this to management and end-users.
• Ensure operational tasks are completed (log reviews, backups, ticket reviews, checklists, etc.).
• Ensure escalated service requests are handled in a timely manner.
• Coordinate and collaborate operational activities with all IT teams (e.g. engineering, tailored platforms, security, etc.).
• Coordinate projects across technical teams.
• Coordinating systems upgrades and software deployments.
• Ensure patches are installed and verified on all systems in accordance with service levels, work directly with the hosted data center contract.
• Provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service     requirements.
• Provide proper capacity planning.
• Develop standards for workstations, mobile devices, printers, and other devices routinely procured by the Government.
• Identify areas for process improvements.

Education:

Must have a Bachelor of Science (BS) in Computer Science, Information Systems, Engineering, or other related scientific, technical or functional discipline.

Experience & Knowledge Requirements:

• PMP and ITIL Intermediate Certified – preferred Service Capability preferred.
• Ten (10) years of IT operations experience, or 13 years of IT operations experience.
• Expert knowledge of IT standards and methodologies.
• Excellent communications skills.
• Active Security Clearance – TS/SCI.

Apply

Essential Functions:

• Tactical oversight and management of all Tier I and II support activities.
• Tactical onsite oversight, coordination, and management of special services that include on-site moves, PC set-up and support, monitor and projector support and installation, and site and station manager kiosk support.
• Daily Tier I and II work distribution to include, but not limited to, work plans, email support, and counter support.
• Provide performance monitoring and inspection as outlined in the Authority’s Quality Assurance plans.
• Review tickets transfers between support tiers (Tier I, Tier II, Tier III) and escalations to ensure issues are resolved within the most appropriate tier without unnecessary routing to higher tiers.
• Provide daily, weekly, and monthly coaching and development.
• Monitor technician staff attendance.
• Recommend disciplinary action to operations supervisor and the Authority’s management.
• Provide tactical day-to-day operational supervision of staff to include call monitoring, ticket performance review, customer satisfaction surveys, technician coaching and development, disciplinary recommendations and actions, recruiting, interviewing, hiring and performance report generation and analysis.

Education & Experience Requirements:

• Bachelor’s Degree (preferred)
• 3-5 years equivalent technical experience

 

Apply