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help desk escalation coordinator

OBXtek Inc.

<div>Responsibilities:
<div>
OBXtek is staffing a Tier 2 After Hours Technical Support function for the United States Department of Agriculture (USDA) Client Experience Center (CEC). The Tier 2 IT Support Specialist serves as a critical escalation point between the USDA's National Tier 1 Service Desk and advanced Tier 3 support teams. This role provides in-depth technical support for hardware, software, networking, and account-related issues, ensuring timely resolution and exceptional customer service. This is a fully remote, after-hours position; support is delivered remotely, outside of standard business hours, with the flexibility to respond to fluctuating ticket volumes and special projects. The Specialist works independently with minimal supervision.</div> 
Work Schedule &amp; Remote Requirements
This is a fully remote, after-hours position. After Hours staff will have a schedule made up of one or two shifts. 
Shifts:<ul><li>
Evening shift: 4:30 PM &ndash; 1:00 AM.</li><li>
Overnight shift: 12:00 AM &ndash; 8:30 AM.</li><li>
Day shift: 8:00 AM &ndash; 4:30 PM.</li></ul><div></div><div> 
Schedules:</div><ul><li>
Schedule 1: 5 overnight shifts</li><li>
Schedule 2: Saturday and Sunday day shifts and 3 evening shifts</li><li>
Schedule 3: 2 overnight shifts and 3 evening shifts</li></ul> 
Assignments:<ul><li>
Assigned shifts will remain as static as possible. But shifts may be adjusted for operational purposes. The team provides coverage seven days every week.</li><li>
Staff will work on Federal holidays that fall within the scheduled work shift.</li><li>
Availability to work the assigned schedule.</li></ul><div></div><div> 
Additional Requirements:</div><ul><li>
Reliable high-speed internet connection and a secure, distraction-free home workspace are required.</li><li>
Ability to work independently with minimal supervision during evening, overnight, and weekend periods.</li><li>
Government-furnished equipment must be maintained and secured in accordance with USDA policy.</li></ul> 
Responsibilities 
Incident Response &amp; Resolution<ul><li>
Respond to escalated tickets from Tier 1 via either the Remedy or ServiceNow ticketing systems.</li><li>
Diagnose, troubleshoot and resolve issues related to VPN connectivity, Azure Virtual Desktop, password resets, and USDA-approved desktop software.</li><li>
Fulfill incidents, change requests, and work orders with a focus on timely resolution to ensure meeting performance metrics and customer satisfaction.</li></ul><div></div> 
Technical Support &amp; Troubleshooting<ul><li>
Provide remote support for hardware and software issues.</li><li>
Perform software installations, remote reimaging, and configuration of USDA-standard systems.</li><li>
Support operating system upgrades, patch management, and deployments.</li><li>
Troubleshoot and support telecommunications equipment (VTC, VoIP, WITS).</li><li>
Resolve issues with printers, peripherals, and network connectivity.</li></ul> 
Account &amp; Asset Management<ul><li>
Assist with user account provisioning, password resets, and WHfB support.</li><li>
Coordinate remote deployment, shipping, and tracking of loaner devices and other hardware assets.</li><li>
Maintain inventory accuracy through asset and configuration management practices.</li></ul> 
Customer Service &amp; Communication<ul><li>
Deliver high-quality support via phone, email, chat, and remote-access tools.</li><li>
Communicate technical solutions clearly to non-technical customers.</li><li>
Provide support to senior-level government executives, including the Office of the Secretary and Under Secretaries.</li></ul> 
Flexible &amp; Adaptive Support<ul><li>
Respond to fluctuating ticket volumes and assist with special IT projects.</li><li>
Maintain availability throughout the assigned after-hours shift to ensure consistent coverage.</li><li>
Redirect tickets appropriately as a personal queue manager and provide oversight for timely resolution.</li></ul> 
Additional Duties<ul><li>
Remotely diagnose and resolve PC and network hardware/software issues,</li><li>
Coordinate local hands-on support or device shipment when physical repair is required.</li><li>
Provide advanced support for Microsoft Outlook, Teams, and Office 365.</li><li>
Support Linc-Pass (PIV Card) certificate association and wireless broadband connectivity.</li><li>
Support remote PC refresh and migration (e.g., Windows 10 to Windows 11).</li><li>
Offer end-user training on Microsoft Office 365 and SharePoint Online.</li></ul><div> 
is staffing for a Tier 2 Advanced Problem Resolution (APR) IT Support Specialist. This role serves as a critical escalation point between the USDA&rsquo;s National Tier 1 Service Desk and advanced Tier 3 support teams. This role provides in-depth technical support for hardware, software, networking, and account-related issues, ensuring timely resolution and exceptional customer service. Support is delivered onsite, including the walk-in facility, with flexibility to respond to fluctuating ticket volumes and special projects.</div><div></div><div> 
Key Responsibilities:</div><div>
Incident Response &amp; Resolution</div><ul><li>
Respond to escalated tickets from Tier 1 via the Remedy ticketing system.</li><li>
Diagnose, troubleshoot and resolve issues related to VPN connectivity, password resets, and USDA-approved desktop software.</li><li>
Fulfill incidents, change requests, and work orders with a focus on timely resolution to ensure meeting performance metrics and customer satisfaction.</li></ul><div>
Technical Support &amp; Troubleshooting</div><ul><li>
While onsite, provide deskside and remote support for hardware/software issues.</li><li>
Perform software installations, reimaging, and configuration of USDA-standard systems.</li><li>
Support operating system upgrades, patch management, and deployments.</li><li>
Troubleshoot and support telecommunications equipment (VTC, VoIP, WITS).</li><li>
Resolve issues with printers, peripherals, and network connectivity.</li></ul><div>
Account &amp; Asset Management</div><ul><li>
Assist with user account provisioning, password resets, and WHfB support.</li><li>
Manage deployment and tracking of loaner devices and other hardware assets.</li><li>
Maintain inventory accuracy through asset and configuration management practices.</li></ul><div>
Customer Service &amp; Communication</div><ul><li>
Deliver high-quality support via phone, email, remote tools, and in-person at USDA walk-in facility or deskside.</li><li>
Communicate technical solutions clearly to non-technical customers.</li><li>
Provide support to senior-level government executives, including the Office of the Secretary and Under Secretaries.</li></ul><div>
Flexible &amp; Adaptive Support</div><ul><li>
Respond to fluctuating ticket volumes and assist with special IT projects.</li><li>
Maintain availability during core business hours to ensure consistent coverage.</li><li>
Redirect tickets appropriately as a personal queue manager and provide oversight for timely resolution.</li></ul><div>
Advanced Problem Resolution (APR) Duties</div><ul><li>
Perform root cause analysis (RCA) and document findings</li><li>
Troubleshoot using logs, system tools, and configuration analysis as needed</li><li>
Identify patters in recurring incidents and recommend corrective actions</li><li>
Determine when escalation to Tier 3 is required</li></ul><div>
Additional Duties</div><ul><li>
Provide support for over 11,000 USDA employees.</li><li>
Generate weekly and monthly reports with data and trend analysis.</li><li>
Train, coach, and mentor Tier 1 service desk agents through ticket audits.</li><li>
Analyze customer feedback and develop strategies for service improvement.</li><li>
Maintain and repair PCs and network hardware/software.</li><li>
Provide advanced support for Microsoft Outlook, Teams, and Office 365.</li><li>
Support Linc-Pass (PIV Card) certificate association and wireless broadband connectivity.</li><li>
Conduct PC refresh and migration (e.g., Windows 10 to Windows 11).</li><li>
Offer end-user training on Microsoft Office 365 and SharePoint Online.</li></ul>
Qualifications:

Basic Qualifications<ul><li>
Associate's degree in Information Technology or a related field; if no Associate&rsquo;s degree in Information Technology or related field, one additional year of relevant technical support is required.</li><li>
2 years of relevant technical support or help desk experience 1 year of experience in hardware/software troubleshooting.</li><li>
1 year of experience with VPN, networking, and OS upgrades.</li><li>
1 year of experience in account management, remote imaging, and software deployment.</li><li>
1 year of experience with telecommunications systems (VTC, VoIP, WITS).</li><li>
1 year of experience with asset/configuration management.</li><li>
US Citizen with the ability to pass a comprehensive background check and maintain a favorable Public Trust background status.</li></ul> 
Preferred Qualifications<ul><li>
3 years of relevant technical support or help desk experience</li><li>
Prior experience in federal IT environments, especially USDA.</li><li>
Proficiency with Remedy or similar ticketing systems.</li><li>
Experience supporting printers, peripherals, and networking hardware.</li><li>
Advanced troubleshooting for Microsoft Teams and Outlook.</li><li>
Familiarity with Active Directory and domain-level user rights administration.</li><li>
Excellent customer service and communication skills.</li><li>
ITIL Foundation (v4) certification desired but not required.</li><li>
Relevant industry certifications are a plus (e.g., CompTIA A+, Network+, or Security+; HDI Support Center Analyst; Microsoft 365 Certified).</li><li>
Must have the ability to obtain and maintain a favorable Public Trust background status.</li></ul>
Security Clearance: Public Trust Company Information:
<div>
Headquartered in McLean, Virginia and founded in 2009, OBXtek is a growing leader in the government contracting field. Our mission is Our People&hellip;Our Reputation. Our people are trained professionals who enhance our customers&rsquo; knowledge and innovation using technology, collaboration, and education.</div><div></div><div> 
We offer a robust suite of benefits including comprehensive medical, dental and vision plans, Flexible Spending Accounts, matching 401K, paid time off, tuition reimbursement program and much more.</div><div></div><div> 
OBXtek pairs lessons learned across disciplines with best practices and industry standard quality practices such as CMMC Level-2, CMMI-Dev Level III, ITIL, 6Sigma, PMI, and ISO. Our rapid growth has been recognized by INC500, the Washington Business Journal, and Washington Technology magazine.</div><div></div><div> 
OBXtek is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, age, national origin, gender identity, disability, veteran status, sexual orientation or any other classification protected by federal, state or local law. 
 
<ul><li>MON</li></ul></div></div>

Tier 2 APR After Hours Support

NuAxis Innovations

<div><div>We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.
Technology is our Passion. People are our Purpose.
We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it&rsquo;s a state of mind.
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated IT Specialist II for a Full-Time position.<h2 class="jobSectionHeader">
Position Summary:</h2>
This role is largely responsible for providing remote telephone and email-based IT operational support services to the organization. We are looking to fill a need to have a highly competent and highly motivated individual in this role. This position requires a high level of IT support knowledge, customer service experience, good communications skills and work ethic. This is an Enterprise Operations Support role, as such it will require commitment on your part as well as ours
Key Responsibilities<ul><li>
Some of the primary responsibilities of this role would include:</li><li>
Remote telephone-based Call Center / Help Desk / Service Desk support services</li><li>
Owning, tracking, troubleshooting and resolving IT incidents and service requests</li><li>
Fulfilling requests and resolving incidents daily to ensure service-related issues are identified and resolved within established Service Level Agreements (SLAs)</li><li>
This remote telephone based operational support role requires a service-oriented mentality, high sense of ownership of the incidents, problems, and requests, focus on managing and resolving isues in alignment with the SLAs, establishing and maintaining communication with technology customers to keep them updated with status of there requests, and proactively escalating any issues that cannot be resolved within the established timeframes.</li></ul>
Qualifications<ul><li>
Two (2) + years&rsquo; of customer service experience. IT Helpdesk/Service desk or call centerexperience preferred.</li><li>
High school diploma or equivalent. Bachelor's Degree preferred.</li><li>
Operating Systems (Windows 11)</li><li>
Active Directory Experience</li><li>
Office 365 Support (TEAMs, OneDrive, Microsoft Outlook, etc.)</li><li>
Printer Support Experience</li><li>
Familiar w/Command Prompts</li><li>
Web Browsers (Google, Edge, Chrome, and Mozilla)</li><li>
Troubleshoot basic Wi‑Fi connectivity issues, including SSID identification, password resets, and signal-strength checks.</li><li>
Assist users with setup, pairing, and basic troubleshooting of wireless accessories (keyboards, mice, headsets, printers, etc.).</li></ul>
Preferred<ul><li>
Sharepoint</li><li>
VPN Experience (Global Protect.)</li><li>
Remote Support Software (Bomgar)</li><li>
Mobile Devices (Android and iOS)</li><li>
Software Installation Experience</li><li>
Network Drive Support Experience</li><li>
Contact Center/Call Center/Helpdesk experience preferred</li><li>
Customer Service Skills/Customer Experience Training</li><li>
Customer Advocacy Behaviors</li><li>
Critical thinking/Problem Solving skills</li><li>
Effective Communication Strategies</li><li>
Self-Starter/Resourceful</li><li>
Independent Learning/Resourcing</li><li>
Enterprise ticketing application experience - BMC Remedy Service Management experience preferred</li></ul> 
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!
Our Profile:
We are an IT company with a unique mission&mdash;to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. Learn More.
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. Learn More about our Benefits and Culture!</div></div>

IT Specialist II

General Dynamics Information Technology

<div></div><div><div><div>Clearance Level
<div>Other</div>
</div><div></div><div>Category
<div>Technical Support Services</div>
</div><div></div><div>Location
<div>Washington, District of Columbia</div>
(Onsite Workplace)
</div><div>
</div></div><div><div>Key Skills For Success
</div><div>Desktop Computers
</div><div>Laptops
</div><div>Remote Support
</div><div>Technical Support
</div><div>Troubleshooting
</div></div><div></div><div><div><div><div><div><div>
</div></div></div><div><h5 class="jobSectionHeader">REQ#: RQ222391</h5>
<h5 class="jobSectionHeader">Public Trust: BI Full 6C (T4)</h5>
<h5 class="jobSectionHeader">Requisition Type: Regular</h5>
<h5 class="jobSectionHeader">Your Impact</h5>
Own your opportunity to work alongside federal civilian agencies. Make an impact by providing services that help the government ensure the well being and support of U.S. citizens.
<h2 class="jobSectionHeader">Job Description</h2>
<div>HELP DESK TECHNICIAN V &ndash; EXECUTIVE SUPPORT TEAM LEAD
Advance the mission while advancing your career. Join GDIT as a Help Desk Technician V and lead a high-performing Executive Support Team delivering white-glove, mission-critical IT services to senior executives, VIP stakeholders, and agency leadership. In this role, you will oversee executive support operations, drive service excellence, and ensure technology services remain aligned with mission objectives within a secure federal environment.
MEANINGFUL WORK AND PERSONAL IMPACT
As a Help Desk Technician V, the work you'll do at GDIT will directly support the mission of the U.S. Department of Education by ensuring executive leadership maintains uninterrupted access to the technology, communications, and collaboration platforms required to lead the Department and serve the American public.
You will play a critical leadership role in managing executive support operations, resolving high-priority technical issues, and driving operational improvements across a complex enterprise environment.
<ul><li>Lead and mentor a 4&ndash;6-person Executive Support Team responsible for providing white-glove technical support to senior executives, political appointees, SES personnel, and VIP stakeholders.
</li><li>Manage team scheduling, workload distribution, queue health, escalations, and SLA performance to ensure exceptional customer service delivery.
</li><li>Collaborate with Service Desk, Engineering, Cybersecurity, Telecommunications, Network Operations, and Field Support teams to resolve complex technical issues and support mission-critical initiatives.
</li><li>Drive continuous service improvement through ITIL-based processes, operational reporting, knowledge management, and trend analysis.
</li><li>Utilize Microsoft 365, Windows 10/11, Azure Active Directory, ServiceNow, Microsoft Teams, Teams Phone, Intune, MECM/SCCM, VTC platforms, endpoint security tools, and enterprise collaboration technologies.
</li></ul>KEY RESPONSIBILITIESTeam Leadership &amp; Operations
<ul><li>Lead, mentor, and develop Executive Support personnel.
</li><li>Manage ticket queues, escalations, service metrics, and operational priorities.
</li><li>Develop and maintain SOPs, runbooks, and executive support procedures.
</li><li>Coordinate executive event support, travel support, and high-visibility technology engagements.
</li><li>Provide executive-level communications during incidents and service disruptions.
</li></ul>Executive &amp; VIP Support
<ul><li>Deliver white-glove support for executive offices and VIP customers.
</li><li>Support Windows 10/11, Microsoft 365, Outlook, Teams, and mobile devices.
</li><li>Configure and support Microsoft Teams Rooms, Zoom, Webex, and VTC technologies.
</li><li>Support Teams Phone, VoIP services, call routing, voicemail, and delegation services.
</li><li>Provide conference room and executive boardroom technology support.
</li></ul>Identity, Endpoint &amp; Device Management
<ul><li>Manage user provisioning, onboarding, offboarding, and access management.
</li><li>Support Active Directory, Azure AD, Group Policy, and hybrid identity environments.
</li><li>Administer endpoint management platforms including Intune, MECM/SCCM, and JAMF.
</li><li>Support endpoint compliance, patching, software deployment, and lifecycle management.
</li><li>Coordinate hardware repair, warranty services, and vendor support engagements.
</li></ul>Network, Security &amp; Compliance
<ul><li>Troubleshoot network connectivity, VPN, MFA, DNS, DHCP, wireless, and remote access issues.
</li><li>Support endpoint security solutions including Microsoft Defender for Endpoint, CrowdStrike, and Tanium.
</li><li>Partner with cybersecurity teams on vulnerability remediation and incident response activities.
</li><li>Maintain compliance with federal security standards, agency policies, and access control requirements.
</li><li>Support HSPD-12/PIV processes and continuity of operations (COOP) activities.
</li></ul>ITSM &amp; Continuous Improvement
<ul><li>Operate within ServiceNow and ITIL-based service management processes.
</li><li>Analyze ticket trends, service metrics, and operational performance indicators.
</li><li>Develop KPI dashboards and executive reporting.
</li><li>Recommend workflow improvements and knowledge management enhancements.
</li><li>Ensure Section 508 accessibility compliance for supported technologies and services.
</li></ul>WHAT YOU'LL NEED TO SUCCEEDEducation
<ul><li>Associate of Arts (AA) or Associate of Science (AS) degree in Information Technology, Computer Science, or related field.
</li><li>Equivalent combination of education and experience may be considered.
</li></ul>Experience
<ul><li>8+ years of related IT support experience (Service Desk, Deskside Support, VIP/Executive Support, or similar).
</li><li>2+ years leading a technical support team in a high-touch customer environment.
</li><li>Experience supporting senior executives, agency leadership, or VIP customers.
</li><li>Federal government experience preferred.
</li></ul>Technical Skills
<ul><li>Windows 10/11 Administration
</li><li>Microsoft 365 (Outlook, Teams, OneDrive, Office Applications)
</li><li>Active Directory and Azure Active Directory
</li><li>Group Policy Administration
</li><li>Microsoft Teams Phone and VoIP Technologies
</li><li>ServiceNow or comparable ITSM platform
</li><li>Intune, MECM/SCCM, JAMF
</li><li>VPN and Remote Access Technologies
</li><li>Mobile Device Support (iOS and Android)
</li><li>Endpoint Security Solutions (Microsoft Defender, CrowdStrike, Tanium)
</li><li>Network Troubleshooting (DNS, DHCP, Routing, Wireless)
</li></ul>Collaboration &amp; Communication Technologies
<ul><li>Microsoft Teams Rooms
</li><li>Zoom
</li><li>Webex
</li><li>VTC and A/V Conference Room Systems
</li><li>Executive Boardroom Technology Support
</li></ul>Security Clearance Level
<ul><li>Ability to obtain and maintain a Public Trust clearance.
</li></ul>U.S. Citizenship RequiredRole Requirements
<ul><li>Exceptional executive-level customer service and communication skills.
</li><li>Strong leadership, mentoring, and team development capabilities.
</li><li>Ability to perform root cause analysis and drive issue resolution under pressure.
</li><li>Ability to work onsite within a federal environment.
</li><li>Ability to participate in after-hours support, executive events, and on-call rotations as required.
</li></ul>GDIT IS YOUR PLACE
At GDIT, the mission is our purpose, and our people are at the center of everything we do.
<ul><li>Growth: AI-powered career tools that identify career development opportunities and learning paths.
</li><li>Support: Internal mobility programs focused on helping you achieve your career goals.
</li><li>Rewards: Comprehensive benefits and wellness packages, 401(k) with company match, competitive compensation, and paid time off.
</li><li>Community: Award-winning culture of innovation and a military-friendly workplace.
</li></ul>OWN YOUR OPPORTUNITY
Explore an enterprise IT career at GDIT and you'll find endless opportunities to grow alongside colleagues who share your commitment to service excellence. Join a team dedicated to supporting executive leadership and advancing the mission of the Department of Education through exceptional technology support and operational excellence.
</div></div><div><div><div><h3 class="jobSectionHeader">Work Requirements</h3>
</div></div><div></div><div><div>Years of Experience
8 + years of related experience
<ul><li>may vary based on technical training, certification(s), or degree</li></ul>
</div><div></div><div>Certification
ITIL 4 Foundation | PeopleCert - PeopleCert
</div><div></div><div>Travel Required
Less than 10%
</div><div></div><div>Citizenship
U.S. Citizenship Required
</div></div></div></div><div><h3 class="jobSectionHeader">Salary and Benefit Information</h3>
The likely hourly rate for this position is between $34.74 - $47.00. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

<h3 class="jobSectionHeader">Our Identity Verification Process</h3>
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
<h3 class="jobSectionHeader">About Our Work</h3>
<div></div>We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans</div></div></div></div>

Team Lead Help Desk Technician V (Executive/VIP Support) DC Metro Area

Sonesta

<div>We&rsquo;re Sonesta International Hotels.
 
The 8th largest hotel company in the U.S.&mdash;and growing fast.
An epic blend of full-service and focused hotels in major cities, Sonesta&rsquo;s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.
Together We Thrive&mdash;bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.
Job Description Summary
The Front Desk Manager is responsible for consistently delivering results that contribute to the mission and overall success of the hotel by accomplishing performance objectives covering the front desk. The main focus of the role is the training, managing, and scheduling of the front desk team. This role also assists the Front Office Manager with the accounting and human resources functions of the Front Office.
 
 
The Front Desk Manager serves as the lead point person with regard to the Front Desk technology systems and in-house guest marketing initiatives. The Front Desk Manager also represents the hotel with all guests in absence of the General Manager and Operations Manager. Will also function as a Guest Service Agent.
Job Description
<ul><li>Deliver on the promise of Sonesta Service in all interactions with guests and clients. Manage according to the Sonesta G.U.E.S.T. standards and instill a passion for customer service in all associates of the hotel.
</li><li>Ensure all staff is properly trained on all front desk operations, hotel facilities and services, local directions and safety and emergency procedures. Ensure all staff has the supplies needed to effectively carry out their job functions.
</li><li>Supervise the front desk and reservation functions to ensure the delivery of superior guest services, the security of monies, credit card transactions and guest information.
</li><li>Responsible for the supervision of the security of cash, credit card transactions, and guest information.
</li><li>Supervise the overall seasonal demand reservation strategy as communicated by the hotel management team with regard to room type and length of stay pricing. Work with the hotel&rsquo;s property management system (Opera) and reservation system (Synxis) to maximize revenue through occupancy and rate adjustments based on market conditions.
</li><li>Establish effective Front Desk communication and information system through logs, department meetings, and one-on-one interaction with the staff.
</li><li>Ensure guest special requests are fulfilled and proper delivery of guest services is delivered.
</li><li>Supervise the daily execution of the shoppe and the pour by ensuring each is stocked and maintained in an orderly and appealing manner.
</li><li>Establish and implement appropriate service recovery guidelines in order to ensure complete guest satisfaction. Respond to guest complaints or concerns in a prompt and professional manner.
</li><li>Promote teamwork and quality service through daily communication and coordination with other shifts and departmental management.
</li><li>Register guests, issue room keys, provide information on hotel services and room location. Answer phones in a prompt and courteous manner.
</li><li>Supervising the accurate processing all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposits, and counting/securing assigned cash bank(s).
</li><li>Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up.
</li><li>Regularly sell hotel rooms through direct client contact.
</li><li>Ensure compliance with federal, state and local laws regarding health, safety, and alcohol services.
</li><li>Perform other duties as assigned.
</li></ul>Go Beyond @SonestaHotels
WHO WE ARE
We are an organization made up of people, thoughts and ideas &ndash; all working towards fulfilling our simple mission: To wow every guest, team member, partner &amp; community we operate in by delivering quality, value &amp; amazing hospitality.
We will achieve our mission by being passionate about exceeding expectations - by being persistent, resilient, and constantly seeking new and creative ways to succeed. Doing the Right Thing and Going Beyond are our principles that guide everything we do.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job. This job description is subject to change at any time
Additional Job Information/Anticipated
Pay Range
$65,120.00 - $68,120.00 Base pay offered may vary depending on various factors including but not limited to job related knowledge, skills and job specific experience/overall experience.
Benefits
Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:
<ul><li>Medical, Dental and Vision Insurance</li>
<li>Health Savings Account with Company Match</li>
<li>401(k) Retirement Plan with Company Match</li>
<li>Paid Vacation and Sick Days</li>
<li>Sonesta Hotel Discounts</li>
<li>Educational Assistance</li>
<li>Paid Parental Leave</li>
<li>Company Paid Life Insurance</li>
<li>Company Paid Short Term and Long Term Disability Insurance</li>
<li>Various Employee Perks and Discounts</li>
<li>Hospital Indemnity</li>
<li>Critical Illness Insurance</li>
<li>Accident Insurance</li>
</ul>Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.
Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.</div>

Front Desk Manager

TechAnax LLC

Company Overview TechAnax LLC is a Service Disabled Veteran Owned Small Business (SDVOSB) dedicated to delivering innovative and reliable information technology solutions. We pride ourselves on upholding core values of integrity, trust, respect, and accountability while providing customized services across various IT domainsAvailability: Immediate Clearance: Ability to obtain and maintain required USDA security credentials Customer: USDA Work Site: On-site support at USDA facilitiesWork Schedule: Monday&ndash;Friday, 8:00 AM&ndash;4:30 PM The Contract Period of Performance:Travel: Minimal/As required Work Level: Tier 2 IT Support Specialist Must be USA Citizen: YesSalary: $54,000-$60,000Position Overview: The Tier 2 IT Support Specialist provides advanced technical support to USDA customers by resolving complex hardware, software, and network-related issues escalated from Tier 1 service desk teams. This position serves as a key technical resource, providing on-site support, troubleshooting, incident resolution, and request fulfillment to ensure timely and effective customer service.The Tier 2 IT Support Specialist supports USDA end users through diagnosing and resolving technical issues, managing user accounts and assets, deploying hardware and software, and assisting with IT projects. This role requires strong technical expertise, excellent customer service skills, and the ability to work independently in a fast-paced support environment.Must Haves:<ul><li>U.S. Citizenship required.</li><li>Experience providing Tier 2 IT support in an enterprise environment.</li><li>Strong troubleshooting skills for hardware, software, and network-related issues.</li><li>Experience supporting Windows operating systems, desktop applications, and end-user computing environments.</li><li>Experience with ticketing systems such as Remedy, ServiceNow, or similar platforms.</li><li>Experience with user account management, software deployments, and computer imaging.</li><li>Strong customer service and communication skills.</li><li>Ability to work on-site during standard business hours.</li></ul>Key Responsibilities:Incident Response &amp; Resolution<ul><li>Respond to service desk escalations from the USDA&rsquo;s National Tier 1 Service Desk via the Remedy ticketing system.</li><li>Diagnose and resolve technical issues, including VPN connectivity, software updates, and password assistance for USDA-approved standard desktop software.</li><li>Address and resolve incidents, change requests, and work orders related to customer needs, ensuring timely completion and customer satisfaction.</li></ul>Technical Support &amp; Troubleshooting<ul><li>Provide on-site and remote support for hardware and software problems, including:</li><li>Diagnosing and repairing software and hardware issues.</li><li>Performing software installations, reinstallations, and deployments.</li><li>Imaging and configuring computers for USDA standards.</li><li>Addressing operating system upgrades and patch management.</li><li>Support telecommunications equipment, including VTC, VoIP, and WITS services.</li><li>Resolve networking issues, printer and peripheral malfunctions, and configuration errors.</li></ul>Account &amp; Asset Management<ul><li>Assist with account management tasks, including user account provisioning and password resets.</li><li>Manage hardware deployments, including loaner devices, ensuring proper asset tracking and configuration.</li><li>Participate in asset management and configuration management to maintain inventory accuracy and compliance.</li></ul>Customer Service &amp; Communication<ul><li>Deliver outstanding customer service through multiple support channels, including phone, remote access, and walk-in facilities.</li><li>Provide support across four USDA walk-in facilities, ensuring in-person resolution of technical issues.</li><li>Effectively communicate technical solutions to non-technical users to enhance the overall customer experience.</li></ul>Flexible &amp; Adaptive Support<ul><li>Offer flexible, on-demand support to meet fluctuating ticket volumes and project requirements.</li><li>Quickly adapt to increased workload demands and assist with special projects as needed.</li><li>Maintain availability for support during standard business hours, 8:00 AM to 4:30 PM, ensuring consistent coverage.</li></ul>Qualifications:<ul><li>Strong technical skills in diagnosing and resolving hardware and software issues.</li><li>Experience with VPN connectivity, networking support, and operating system upgrades.</li><li>Proficiency in account management, software deployments, and computer imaging.</li><li>Familiarity with telecommunications equipment, including VTC, VoIP, and WITS.</li><li>Knowledge of asset and configuration management practices.</li><li>Excellent customer service and communication skills, with a commitment to resolving issues efficiently and professionally.</li></ul>Preferred Experience:<ul><li>Experience in federal IT environments, particularly USDA.</li><li>Familiarity with Remedy, ServiceNow or similar ticketing systems.</li><li>Proficiency in supporting printers, peripherals, and networking hardware.</li></ul>About TechAnax:TechAnax, a Service Disabled Veteran Owned Small Business (SDVOSB), provides our customers with services and solutions from a company with core values and work ethics reflecting integrity, trust, respect, and accountability. We pride ourselves as a professional services company delivering customized information technology and management solutions.TechAnax is ISO 9001:2015, ISO/IEC 27001:2013, ISO/IEC 20000-1:2018, and ISO/IEC 20243:2018 certified and appraised at CMMI-DEV ML3 and CMMI-SVC ML3. Member of Project Management Institute (PMI) and partnered with a variety of strategic manufacturers. Our solutions and core competencies include Program Management, System Engineering, Software Development, DevOps, Network Design and Engineering, Information Assurance, Service Desk Operations, Unified Communications, Secure Audio/Video Solutions, Data Center Hosting/Consolidation, Cloud Migration Planning, Cloud Hosting, FedRAMP, FISMA, Acquisition Support, Quality Assurance, Independent Verification and Validation, IT Solutions, and Product Sales.Pay: $54,000.00 - $60,000.00 per yearBenefits:<ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Life insurance</li><li>Vision insurance</li></ul>Work Location: In person

Tier 2 IT Support Specialist

Skadden, Arps, Slate, Meagher & Flom LLP and Affiliates

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 We invite you to review our current business services professionals openings to learn about the opportunities available across the firm.
 
 
 
 About Us
 
 
 
 Skadden, Arps, Slate, Meagher &amp; Flom LLP has forged a reputation as one of the most prestigious law firms in the world. Relying on innovation, intellect, teamwork and tenacity, our lawyers deliver the highest quality advice and novel solutions to our clients&rsquo; legal issues. We are known for handling the most complex transactions, litigation/controversy issues, and regulatory matters, as well as for the strong partnerships we build with clients and each other. Our attorneys, who reflect a broad range of experiences and perspectives, work together seamlessly across 50-plus practices and 21 offices in the world&rsquo;s major financial centers.
 
 
 
 The Opportunity
 
 
 
 We are seeking an
 
 Administrative Project Coordinator
 
 to join our Firm. This position will be based in our Washington, D.C. office (hybrid).The Administrative Project Coordinator provides high-level, concierge-style assigned or project-based support to attorneys, Global Directors and Assistant Directors. Responsibilities include handling administrative tasks, coordinating travel arrangements, handling document management, supporting business development efforts and executing other complex tasks and projects. Collaborates closely with other Firm departments and business services professionals to ensure exceptional client service.
 
 
 
 Responsibilities
 
 
 
 Administrative Tasks
 
 
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 Performs various, complex assignments while under time-sensitive deadlines.
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 Coordinates complex travel requests including, but not limited to, the procurement of visa-related materials and passport renewal applications.
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 Troubleshoots software and hardware concerns for attorneys, in consultation with technology business services professionals.
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 Assists with document management and records retention for administrative files.
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 Develops project strategies to ensure efficient completion of tasks.
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 Consults with the Firm's internal business services departments and professionals at all levels to verify the accuracy of completed work.
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 Acquires and deploys an understanding of all practice areas of the Firm along with knowledge of practice-specific tasks.
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 Coordinates with other Firm offices, both domestic and international, as required.
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 Assists with Department initiatives and special projects
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 Assures that all completed projects adhere to accepted professional standards.
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 Assists with preparing materials for presentations and conferences.
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 Enters attorneys' time records and submits attorneys' expense reports.
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 Assists with attorneys' calendaring and scheduling requests.
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 Assists with attorneys' administrative requests.
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 Performs responsibilities of other support services, when needed, including printing, scanning, duplicating, quality control, faxing and hand-delivering packages.
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 Organizes and facilitates conference and video calls.
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 Answers, screens, places phone calls, and takes detailed messages.
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 Assists with processing and payment of vendor invoices.
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 Opens, reads and routes mail, as directed.
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 Demonstrates strong interpersonal, written and verbal communication skills to facilitate effective work relationships with others.
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 Manages Firm resources responsibly.
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 Complies with and understands Firm operations, policies and procedures.
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 Regular and reliable physical presence to (ex: work as part of a team, meet with clients, use on-site equipment, etc.).
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 Assists with client bills, coordinating review of bills with Client Accounting and assigned Partner(s)
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 Provides coverage for Reception as needed
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 Performs other related duties as assigned.
 
 
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 Business Development
 
 
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 Prepares engagement letters and new matter memos for new clients and matters.
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 Assists with new-business conflicts process.
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 Assists in promoting business development, entering contacts and business activities in InterAction and coordinating with Business Development &amp; Marketing department as required.
 
 
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 Client Relations
 
 
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 Coordinates with Conference Services for internal and client meeting requests, including but not limited to audio-visual, catering services and external vendors.
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 Coordinates client-related business meals and maintains up-to-date knowledge of Firm-and attorney-preferred restaurants.
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 Receives and interacts with incoming clients and visitors.
 
 
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 Qualifications
 
 
 
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 Ability to provide excellent customer service
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 Demonstrates high level of professionalism
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 Ability to read, interpret, convey and follow instructions
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 Ability to synthesize information in order to prioritize and organize tasks
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 Flexibility and willingness to perform a wide range of tasks extending beyond routine expectations
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 Demonstrates initiative and confidence to assume a high level of responsibility in a fast-paced environment
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 Thorough working knowledge of relevant Firm computer software programs (e.g., Outlook, Word, Excel (including, but not limited to, PivotTables, Filters, Conditional Formatting) and PowerPoint) with the ability to learn new software and operating systems
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 Demonstrates effective interpersonal and communication skills, both verbally and in writing and maintains a calm and professional demeanor
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 Demonstrates close attention to detail
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 Ability to handle multiple projects with shifting responsibilities and deadlines
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 Ability to handle sensitive matters and maintain confidentiality
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 Ability to work well under pressure
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 Ability to work well in a demanding and fast-paced environment
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 Ability to work well independently as well as effectively within a team
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 Flexibility to adjust hours and work the hours necessary to meet operating and business needs
 
 
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 Education And Experience Required
 
 
 
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 Bachelor's degree
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 Minimum of two years of related experience in a law firm or professional services environment
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 Must be a Notary Public licensed in DC, Virginia or Maryland or able to obtain a commission within six months of joining the Firm
 
 
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 Culture &amp; Life at Skadden
 
 
 
 What makes Skadden special is our people and the culture, community and spirit of collaboration we have created. We believe in teamwork and inspiring each other to be our best in an atmosphere that promotes professionalism and excellence in all that we do. We know that inclusion and drawing on the strength of a wide spectrum of talent only make us better and is vital to the firm's success. Our goal is for everyone at the firm to enjoy a challenging career with opportunities for development and growth and to support the well-being of our attorneys and business services professionals.
 
 
 
 Benefits
 
 
 
 The overall well-being of our team is important to us. We offer generous benefits to help you achieve wellness in all areas of your life.
 
 
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 Competitive salaries and year-end discretionary bonuses.
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 Comprehensive health care (medical, dental, vision), savings plan/401(k) and voluntary benefits.
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 Generous paid time off.
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 Paid leave options, including parental.
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 In-classroom, remote, and on-demand learning and professional development opportunities.
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 Robust well-being classes and programs.
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 Opportunities to give back and make an impact in local communities.
 
 
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 For further details, please visit: https://www.skadden.com/careers/staff/employee-benefits
 
 
 The starting base salary for this position is expected to be within the range listed under Salary Details. Actual salary will be determined based on skills, experience (to the extent relevant) and other-job related factors, consistent with applicable law.
 
 
 
 Salary Details
 
 
 
 $85,000 - $100,000
 
 
 
 EEO Statement
 
 
 
 Skadden is an Equal Opportunity Employer. It does not discriminate against applicants or employees based on any legally impermissible factor including, but not limited to, race, color, religion, creed, sex, national origin, ancestry, age, alienage or citizenship status, marital or familial status, domestic partnership status, caregiver status, sexual orientation, gender, gender identity or expression, change of sex or transgender status, genetic information, medical condition, pregnancy, childbirth or related medical conditions, sexual and reproductive health decisions, disability, any protected military or veteran status, or status as a victim of domestic or dating violence, sexual assault or offense, or stalking.
 
 
 Applicants who require an accommodation during the application process should contact Alex Taylor at (212) 735-2176.
 
 
 
 Skadden
 
 
 Equal Employment Opportunity Policy
 
 
 
 Skadden Equal Employment Opportunity Policy
 
 
 
 Applicants Have Rights Under Federal Employment Law
 
 
 
 Applicants Have Rights Under Federal Employment Law
 
 
 
 In accordance with the Transparency in Coverage Rule,
 
 
 
 click here to review machine-readable files made available by UnitedHealthcare:
 
 
 Transparency in Coverage
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Administrative Project Coordinator

bread & Butter

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 Who we are:
 
 
 
 
 
 
 
 
 
 
 
 bread &amp; Butter is a full-service communications agency with a fondness for all things food, drink and travel. We are a collaborative group of dreamers and do-ers. We combine intimate local knowledge with an extensive national network to craft clever and multidisciplinary communications campaigns tailored to our clients&rsquo; needs. We only partner with inventive businesses that inspire us and continually challenge us to think big, but act small.
 
 
 
 
 
 
 
 
 
 
 
 
 Why bread &amp; Butter:
 
 
 
 
 
 
 
 
 
 
 
 We are Southerners at heart, always saying, &ldquo;Please&rdquo; and &ldquo;Thank You,&rdquo; and hustlers by trade. We believe everyone deserves a seat at the table and practice what we preach to ensure the spirit of hospitality runs through everything we do. We're not a company that wastes time&mdash;not yours, not ours. We are not too busy to talk, come by or think of new ways to increase long-term brand awareness. For us, there is little difference between work and pleasure because our work is our pleasure.
 
 
 
 
 
 
 
 
 
 
 
 
 We&rsquo;re Looking at You!
 
 
 
 
 
 
 
 A Social Media Manager with bread &amp; Butter is a digital whiz kid, go-getter, and many-hat wearer who is ready to roll up your sleeves and get to work.&nbsp; You can&rsquo;t get enough social, whether it&rsquo;s following the top foodie influencers, keeping up with the latest digital trends or trying the latest TikTok trend. You&rsquo;re also obsessed with restaurants, wine, food products, destinations and hotels and most likely have been a waiter, front desk clerk, line cook or oenophile in a past life. You are the account dynamo, helping meet client goals by crafting a social media voice and channeling brand sentiment to build authentic, relevant, interactive conversations and relationships. A proverbial eager beaver, you meet or beat deadlines, stay ahead of trends and always look for a new way to skin a cat.&nbsp; You like to go big &ndash; because going home isn&rsquo;t an option.
 
 
 You&rsquo;re a problem solver, creative thinker and value the relationships you&rsquo;ve built with influencers and trendsetters.
 
 
 A Social Media Manager for bread &amp; Butter should be thoughtful, creative, a strong writer, possess an almost obsessive attention to detail and is the first to get in the mix when helping means the chance to learn more.&nbsp; &nbsp;&nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 Available Opportunity:&nbsp;
 
 
 
 
 
 
 
 
 A Social Media Manager for bread &amp; Butter is responsible for managing the online platforms of clients and influencer programming on a daily basis. The Social Media Manager will serve as a representative of the company and works in tandem with the PR, Creative, and Digital Marketing Teams.&nbsp;&nbsp;
 
 
 
 
 
 
 
 
 
 
 
 
 
 Here&rsquo;s What We Need:&nbsp;
 
 
 
 
 
 
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 3-5 years of full-time, post-undergraduate relevant experience in social media management and influencer marketing, preferably with agency vs. in-house&nbsp;
 
 
 
 
 
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 BA/BS degree or equivalent practical experience
 
 
 
 
 
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 Appreciates the art of telling the client story through influencer partnerships and key messaging
 
 
 
 
 
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 A passion for building and cultivating relationships with influencers in the digital space, ranging from Instagram, TikTok, Pinterest, YouTube and blog content creators
 
 
 
 
 
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 Extensive knowledge of Facebook, Twitter, Instagram, TikTok, Pinterest, LinkedIn, YouTube and other relevant social media networks.
 
 
 
 
 
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 Experience with launching social campaigns for hotels, restaurants, food personalities and/or CPG food and beverage brands.&nbsp;&nbsp;
 
 
 
 
 
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 Background in creative development, social media analytics tools, and campaign analysis.
 
 
 
 
 
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 Ability to thrive in a fast-paced environment, prioritizing and handling multiple projects.
 
 
 
 
 
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 Ability to peer and self-edit writing quickly, turning around social media posts in real time.
 
 
 
 
 
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 Ability to identify strategic and creative social media collaborations, takeovers and promotions for brands and lead through steps to execute.
 
 
 
 
 
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 Help develop and strategize creative influencer partnerships and alliances that keep clients ahead of the curve.
 
 
 
 
 
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 Ability to exercise sound judgement, responding to consumers and guests within a brand&rsquo;s voice during daily community management practices.
 
 
 
 
 
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 Media junkie - there&rsquo;s no such thing as reading/watching too much. Bonus points for pop culture acumen.&nbsp;
 
 
 
 
 
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 Love of a fast-paced environment and the satisfaction of a busy yet productive day.&nbsp;
 
 
 
 
 
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 Flexibility and a desire for endless possibilities. b&amp;B is a dynamic, ever-evolving company that thinks beyond black and white.&nbsp;
 
 
 
 
 
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 Excitement for growth, new ideas, new ways of doing things and a place you&rsquo;re excited to call home. Say yes!
 
 
 
 
 
 
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 Working Conditions
 
 
 
 
 
 
 On the whole, this is a hybrid, office-based role. A Social Media Manager will spend time in meetings and briefings. Occasional travel might be required for client visits and planning.&nbsp;This position is considered sedentary to light work, and employees are not required to lift or move heavy objects.&nbsp;Although a Social Media Manager's commitment will tend to be standard office hours, deadlines or the demands of a client may see the Manager working nights or weekends to ensure continued success. Must be authorized to work in the US.&nbsp;
 
 
 
 
 
 
 
 Having Our Cake &amp; Eating it too:&nbsp;
 
 
 
 
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 Generous paid time off
 
 
 
 
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 Paid sick/personal time
 
 
 
 
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 Birthday off (because who wants to work on their special day!)
 
 
 
 
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 Endless summer Fridays (half-days year 'round baby)
 
 
 
 
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 Flexible, hybrid schedule
 
 
 
 
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 Work from any b&amp;B office when you're in town
 
 
 
 
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 Medical and dental + dependents
 
 
 
 
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 Extended benefits (vision, life, disability, EAP)
 
 
 
 
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 Generous maternity and family planning leave&nbsp;
 
 
 
 
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 3% contribution to 401k regardless of participation&nbsp;
 
 
 
 
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 Cell phone reimbursement
 
 
 
 
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 New business bonuses
 
 
 
 
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 Employee referral bonus
 
 
 
 
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 Weekly Wine Wednesdays (cheers with your local team!)
 
 
 
 
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 Robust training program&nbsp;
 
 
 
 
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 Mentorship program
 
 
 
 
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 Local love (yearly giveback initiative)
 
 
 
 
 
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 Compensation:
 
 
 
 
 
 
 The annual salary range for this role is $65,000 to $75,000.&nbsp;
 
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Social Media Manager (DC)

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