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front desk supervisor

help desk lead

BAE Systems USA

<div><b>Job Description
</b><br>
<div>BAE is seeking an experienced Senior Help Desk Analyst to serve as a working lead for a five person on site support desk. The primary scope of duties include:<br>
<ul><li>Serve as a working lead, actively managing and working break-fix tickets and service requests.</li><li>
Provide technical oversight and guidance to team members.</li><li>
Interact with Technical Director and on-site Government program manager to ensure operational alignment and contract adherence.</li></ul><div>
This position is on the General Integration contract supporting the Executive Office of United States Attorneys' (EOUSA).<br>
</div></div><br>
<br>
<b>Required Education, Experience, &amp; Skills
</b><br>
<div><div>Minimum Candidate Requirements:<br>
</div><ul><li>Minimum 8 years overall IT experience with a minimum of 5 years of Help Desk experience.</li><li>
Experience motivating and coaching support staff and ensuring effective team collaboration and development.</li><li>
Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking, user complaint and montioring programs, and quality control programs.</li><li>
Excellent written and verbal communication skills, including experience in presenting material to senior Government officials &amp; stakeholders.</li><li>
Proven experience with IT support, training, problem resolution, and customer satisfaction.</li><li>
Current A+ certification.</li><li>
Must be able / willing to work on site Monday through Friday. Work location is 175 North Street NW, Washington, DC. Remote work is not offered.</li>
Must be able to obtain a security clearance.<br>
<li>
</li></ul></div><br>
<br>
<b>Preferred Education, Experience, &amp; Skills
</b><br>
Preferred Education, Experience, &amp; Skills:<br>
<br>
Information Technology Infrastructure Library V4 (ITIL 4) certification<br>
A Bachelor's Degree in computer science, engineering, information systems, business, or other relevant discipline or related field.<br>
<br>
<b>Pay Information</b><br>
Full-Time Salary Range: $79365 - $134921<br>
<br>
Please note: This range is based on our market pay structures. However, individual salaries are determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience.
<br>
<br>
Employee Benefits: At BAE Systems, we support our employees in all aspects of their life, including their health and financial well-being. Regular employees scheduled to work 20+ hours per week are offered: health, dental, and vision insurance; health savings accounts; a 401(k) savings plan; disability coverage; and life and accident insurance. We also have an employee assistance program, a legal plan, and other perks including discounts on things like home, auto, and pet insurance. Our leave programs include paid time off, paid holidays, as well as other types of leave, including paid parental, military, bereavement, and any applicable federal and state sick leave. Employees may participate in the company recognition program to receive monetary or non-monetary recognition awards. Other incentives may be available based on position level and/or job specifics.<br>
<br>
<b>About BAE Systems Intelligence &amp; Security
</b><br>
BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it&rsquo;s what we do at BAE Systems. Working here means using your passion and ingenuity where it counts &ndash; defending national security with breakthrough technology, superior products, and intelligence solutions. As you develop the latest technology and defend national security, you will continually hone your skills on a team&mdash;making a big impact on a global scale. At BAE Systems, you&rsquo;ll find a rewarding career that truly makes a difference.<br>
<br>
Intelligence &amp; Security (I&amp;S), based in McLean, Virginia, designs and delivers advanced defense, intelligence, and security solutions that support the important missions of our customers. Our pride and dedication shows in everything we do&mdash;from intelligence analysis, cyber operations and IT expertise to systems development, systems integration, and operations and maintenance services. Knowing that our work enables the U.S. military and government to recognize, manage and defeat threats inspires us to push ourselves and our technologies to new levels.<br>
<br>
This position will be posted for at least 5 calendar days. The posting will remain active until the position is filled, or a qualified pool of candidates is identified.</div>

Help Desk Lead

Datawiz Corporation (a GTSC Company)

<div>
 <strong>
  Datawiz, a GTSC company, seeks a highly experienced and motivated Service Desk Tier 1 Lead
  <br/>
  <br/>
 </strong>
 <strong>
  ~~~ Position contingent upon contract award ~~~
  <br/>
  <br/>
 </strong>
 <strong>
  Multiple positions available.
  <br/>
  <br/>
 </strong>
 <strong>
  Location:
 </strong>
 Washington, DC ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role.
 <br/>
 <br/>
 Datawiz delivers secure, ITIL-aligned Tier 1&ndash;3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 The Service Desk Tier 1 Lead supervises frontline Service Desk operations supporting a large, distributed Government enterprise environment. This role ensures high-quality first-contact support, adherence to service level timelines, proper ticket documentation, secure account administration, and coordination of endpoint and asset management activities.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Lead 24/7 Tier 1 Service Desk operations in a hybrid onsite/remote environment.
  </li>
  <li>
   Ensure service requests and incidents are acknowledged, escalated, and resolved in accordance with established Service Level Agreements (SLAs) and operational performance standards.
  </li>
  <li>
   Oversee first call resolution (FCR) performance and ensure proper escalation to Tier 2 and Tier 3.
  </li>
  <li>
   Supervise troubleshooting for:
  </li>
  <ul>
   <li>
    Windows and macOS operating systems
   </li>
   <li>
    Microsoft 365 applications (Outlook, Teams, SharePoint, Exchange Online)
   </li>
   <li>
    Mobile devices (iOS and Android)
   </li>
   <li>
    Secure remote connectivity tools and multi-factor authentication
   </li>
  </ul>
  <li>
   Oversee account provisioning, password resets, and access administration.
  </li>
  <li>
   Ensure accurate ticket logging and documentation within the Government-approved ITSM platform (Helix).
  </li>
  <li>
   Coordinate with endpoint management teams on device configuration, patching, and mobile device management platforms.
  </li>
  <li>
   Support administrative asset management functions including:
  </li>
  <ul>
   <li>
    Equipment tracking and inventory updates
   </li>
   <li>
    Chain-of-custody documentation
   </li>
   <li>
    Device imaging coordination
   </li>
   <li>
    Hardware refresh and replacement workflows
   </li>
  </ul>
  <li>
   Ensure compliance with Government security policies, encryption standards, and data protection requirements.
  </li>
  <li>
   Support surge staffing and transition operations during high-volume periods.
   <br/>
  </li>
 </ul>
 <strong>
  Required Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum five (5) years' experience with Incident, Change, or Knowledge Management systems (BMC Helix/Remedy or comparable).
  </li>
  <li>
   Minimum three (3) years supporting Windows, macOS, Microsoft 365, and mobile platforms.
  </li>
  <li>
   Experience in structured incident management environments with defined SLA requirements.
  </li>
  <li>
   Active Directory account administration experience.
  </li>
  <li>
   Experience supporting secure remote connectivity tools.
  </li>
  <li>
   Familiarity with mobile device management platforms (Intune, Workspace ONE, JAMF, ABM).
  </li>
  <li>
   Experience supporting inventory tracking or device lifecycle processes.
  </li>
  <li>
   Ability to work onsite in Washington, DC.
  </li>
  <li>
   Ability to lift up to 50 pounds when supporting onsite hardware needs.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   ITIL Foundation certification.
  </li>
  <li>
   M365 certification.
  </li>
  <li>
   Experience supporting large distributed enterprise environments.
  </li>
  <li>
   Experience supporting transition or surge operations.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Background Investigation Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must be a U.S. Citizen.
  </li>
  <li>
   Must be eligible to obtain and maintain a Public Trust clearance.
  </li>
  <li>
   Must successfully complete required background investigation and security training prior to start.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Benefits
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Medical
  </li>
  <li>
   Dental
  </li>
  <li>
   Vision
  </li>
  <li>
   Flexible Spending Account
  </li>
  <li>
   Health Savings Account
  </li>
  <li>
   Life and AD&amp;D
  </li>
  <li>
   Short-Term Disability
  </li>
  <li>
   Long-Term Disability
  </li>
  <li>
   401(k)
  </li>
  <li>
   Tuition Assistance
  </li>
  <li>
   Paid Time Off
   <br/>
   <br/>
  </li>
 </ul>
 Datawiz is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.
 <br/>
 <br/>
 Datawiz is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at recruiting@gtsc.com
 <em>
  . Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.
  <br/>
  <br/>
 </em>
 Datawiz participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
 <br/>
 <br/>
 Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.
 <br/>
 <br/>
 Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.
</div>


Service Desk Tier 1 Lead

Elantis

<p><b>Level / function</b></p><ul><li>Tier 1 support</li><li><b>1 Full-Time Equivalent (FTE)</b></li></ul><p><b>Core job scope</b></p><ul><li>Serve as frontline help desk support</li><li>Support NMB end users across laptops, desktops, mobile devices, tablets, printers, scanners, voicemail, and office productivity tools</li><li>Support Windows, macOS, Microsoft Office, Google Workspace, Adobe Acrobat, Avaya voicemail, GitHub, asset management, and other NMB-specific systems/tools</li><li>Provide desk-side and remote support</li><li>Assist with user setup, passwords, email, calendars, access credentials, and encryption</li><li>Maintain ticket logs and contribute to weekly reporting</li><li>Support configuration management, patching, upgrades, and standard operating environment compliance</li><li>Help maintain SPOC-style support for end users</li></ul><p><b>Minimum / preferred qualifications</b></p><ul><li>Degree in Computer Science, Information Systems, Software Engineering, or related field</li><li><b>BS/BA highly preferred</b></li><li><b>CompTIA A+ highly preferred</b></li><li><b>Google IT Support Professional Certification highly preferred</b></li><li><b>ITIL highly preferred</b></li><li><b>5 years of continuous Help Desk support experience</b></li><li>Strong written and oral communication</li><li>Able to work independently and collaborate with developers/engineers</li><li>Motivated and results-oriented</li></ul><p>Pay: $24.46 - $29.46 per hour</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Work Location: In person</p>

Senior Help Desk Personnel

Connsci

<div>
 Connsci is seeking an IT Help Desk Technician to provide Tier I and Tier II end-user support for a federal agency. This role supports daily IT operations by resolving incidents, managing service requests, and assisting users with enterprise systems, applications, and devices across the environment.
 <br/>
 <br/>
 <strong>
  In This Role You Can Expect To
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Serve as the initial point of contact for IT incidents and service requests through the enterprise IT Service Management (ITSM) platform, telephone, email, or in-person support.
  </li>
  <li>
   Monitor and resolve Tier I and Tier II service desk tickets using ServiceNow or a similar ITSM platform.
  </li>
  <li>
   Troubleshoot hardware, software, operating system, and peripheral issues affecting desktops, laptops, mobile devices, and printers.
  </li>
  <li>
   Provide support for enterprise applications including Microsoft 365, Windows operating systems, web browsers, and collaboration tools.
  </li>
  <li>
   Assist with identity and access issues including password resets, account unlocks, MFA troubleshooting, and Active Directory / Entra ID account administration.
  </li>
  <li>
   Support wired, wireless, VPN, and remote connectivity issues.
  </li>
  <li>
   Provide basic support for conference room technology and Video Teleconferencing (VTC) systems.
  </li>
  <li>
   Install and configure workstation hardware, operating systems, and approved software.
  </li>
  <li>
   Document incidents, troubleshooting steps, and resolutions within the ITSM platform.
  </li>
  <li>
   Escalate complex technical issues to Tier III engineering or infrastructure teams when required.
  </li>
  <li>
   Assist with user onboarding/offboarding, workstation deployments, and IT asset tracking.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Basic Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   High school diploma or equivalent required
  </li>
  <li>
   Minimum of 2 years of experience supporting IT Service Desk or Help Desk operations.
  </li>
  <li>
   CompTIA Security+, CompTIA A+, or equivalent certification.
  </li>
  <li>
   At least 1 year of experience with an IT Service Management/ticketing system such as ServiceNow.
  </li>
  <li>
   Knowledge of Microsoft 365, Windows OS, and Active Directory / Entra ID user administration.
  </li>
  <li>
   Current Top Secret, DOE Q, or Public Trust High Risk Tier 4 clearance
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor's degree
  </li>
  <li>
   Familiarity with VPN, remote access technologies, and mobile device management platforms.
  </li>
  <li>
   Experience supporting conference room technology or VTC systems.
  </li>
  <li>
   Knowledge of IT asset management and device lifecycle processes.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Connsci
  <br/>
  <br/>
 </strong>
 At Connsci, our mission is to be a trusted strategic partner for our clients, helping them achieve impactful results by addressing mission-critical issues that affect their bottom line. We recognize the importance of customizing our services to best fit our clients' needs and understanding what it takes to propel their organizations forward. By implementing industry-leading best practices and leveraging our multifaceted experience and expertise, we deliver services that are essential for any organization aiming to reach its goals.
 <br/>
 <br/>
 <strong>
  What You Can Expect
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Collaboration and Innovation: Work in an environment where collaboration and innovation are key. You'll have the opportunity to contribute to projects that make a real difference for our clients.
  </li>
  <li>
   Professional Growth: Be part of a team that values professional development. We offer opportunities for growth and advancement, allowing you to enhance your skills and career.
  </li>
  <li>
   Impactful Work: Engage in meaningful work that addresses mission-critical issues and supports organizations in achieving their goals.
   <br/>
   <br/>
  </li>
 </ul>
 By joining Connsci, you'll become part of a dedicated team that is committed to delivering strategic, impactful solutions tailored to our clients' unique needs, enabling them to achieve their goals with confidence and efficiency. If you're passionate about cybersecurity and IT services, and eager to contribute to a dynamic team, we encourage you to explore opportunities with us.
 <br/>
 <br/>
 At this time, Connsci will not sponsor a new applicant for employment authorization for this position.
 <br/>
 <br/>
 Connsci is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
 <br/>
 <br/>
 This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Connsci makes hiring decisions based solely on qualifications, merit, and business needs at the time.
 <br/>
 <br/>
 Salary: $55000 - $68000 per year
</div>


IT Help Desk Technician (Clearance Required)

<div>
 <strong>
  Datawiz, a GTSC company, seeks experienced and motivated Service Desk Agents, Tier 2.
  <br/>
  <br/>
 </strong>
 <strong>
  ~~~ Position contingent upon contract award ~~~
  <br/>
  <br/>
 </strong>
 <strong>
  Multiple positions available.
  <br/>
  <br/>
 </strong>
 <strong>
  Location: Washington, DC
 </strong>
 ... Hybrid work model with a combination of onsite support at the client site and approved telework upon satisfaction role can be performed in hybrid role.
 <br/>
 <br/>
 <strong>
  Datawiz Company Description
  <br/>
  <br/>
 </strong>
 Datawiz delivers secure, ITIL-aligned Tier 1&ndash;3 IT support services to Federal Government clients operating in mission-critical environments. Our teams provide 24/7 hybrid Service Desk coverage, onsite technical support, enterprise endpoint management, and asset lifecycle coordination in compliance with Government security and service level standards.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 The Tier 2 Service Desk Agent provides advanced troubleshooting, onsite support, endpoint configuration, and asset lifecycle coordination.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Acknowledge, document, and resolve incidents in accordance with established Service Level Agreements (SLAs) and incident management procedures.
  </li>
  <li>
   Log and manage service tickets in the ITSM platform.
  </li>
  <li>
   Provide high-level technical support to end users.
  </li>
  <li>
   Deliver onsite and virtual support for mobile devices, software configuration, and troubleshooting.
  </li>
  <li>
   Diagnose advanced workstation and application issues.
  </li>
  <li>
   Perform system imaging and device configuration.
  </li>
  <li>
   Support Microsoft 365 and enterprise applications.
  </li>
  <li>
   Provide onsite hardware installation and replacement support.
  </li>
  <li>
   Perform user data migration tasks upon request ensuring data integrity and security.
  </li>
  <li>
   Perform mobile device and endpoint management console support
  </li>
  <li>
   Configure individual workstations including profile setup, printer configuration, dual monitor setups, and other peripheral installations as needed.
  </li>
  <li>
   Use PowerShell and Power BI to automate maintenance processes and create custom reports as needed.
  </li>
  <li>
   Maintain asset documentation and reconciliation records.
  </li>
  <li>
   Coordinate device returns and secure sanitization workflows.
  </li>
  <li>
   Support nationwide field dispatch within defined response timelines.
  </li>
  <li>
   Support development and updates of technical documentation
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Required Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Five (5) years supporting Windows and macOS.
  </li>
  <li>
   Five (5) years Active Directory administration.
  </li>
  <li>
   Three (3) years secure remote troubleshooting.
  </li>
  <li>
   Experience supporting endpoint lifecycle processes.
  </li>
  <li>
   Experience supporting mobile device and endpoint management consoles, such as AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, or Jamf
  </li>
  <li>
   Experience with PowerShell and Power BI
  </li>
  <li>
   Ability to work onsite in Washington, DC.
  </li>
  <li>
   Ability to lift up to 50 pounds when supporting onsite hardware needs.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Preferred Skills
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   ITIL Foundation certification.
  </li>
  <li>
   Experience supporting large distributed enterprise environments.
  </li>
  <li>
   Experience supporting transition or surge operations.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Background Investigation Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Must be a U.S. Citizen.
  </li>
  <li>
   Must be eligible to obtain and maintain a Public Trust clearance.
  </li>
  <li>
   Must successfully complete required background investigation and security training.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Benefits
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Medical
  </li>
  <li>
   Dental
  </li>
  <li>
   Vision
  </li>
  <li>
   Flexible Spending Account
  </li>
  <li>
   Health Savings Account
  </li>
  <li>
   Life and AD&amp;D
  </li>
  <li>
   Short-Term Disability
  </li>
  <li>
   Long-Term Disability
  </li>
  <li>
   401(k)
  </li>
  <li>
   Tuition Assistance
  </li>
  <li>
   Paid Time Off
   <br/>
   <br/>
  </li>
 </ul>
 Datawiz is proud to be an equal opportunity employer, committed to recruiting, hiring, and promoting qualified people of all backgrounds, regardless of sex, race, color, creed, national origin, religion, age, marital status, pregnancy, physical, mental or sensory disability; sexual orientation; gender identity or any other basis protected by federal, state or local law. Learn more about your EEO rights as an applicant.
 <br/>
 <br/>
 Datawiz is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. If you have a disability and require assistance with our online application process, please tell us how we can help by contacting us at recruiting@gtsc.com
 <em>
  . Note: This accessibility is intended for individuals requiring accommodations and should not be used to check on the status of your application. Inquiries not specific to requesting accommodation will be discarded.
  <br/>
  <br/>
 </em>
 Datawiz participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
 <br/>
 <br/>
 Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.
 <br/>
 <br/>
 Employment in this position is contingent upon the successful completion of a background check. Depending on the nature of the job duties or requirements set forth by our government clients, additional screenings such as drug testing and/or credit checks may be required. These checks are conducted in accordance with all applicable federal, state, and local laws.
</div>


Service Desk Agent – Tier 2

Personified

<div>
 <p>
  <strong>
   Who We Are
  </strong>
 </p>
 <p>
  We&rsquo;re Personified: a managed IT + cybersecurity services provider for campaigns, non-profits, and mission-aligned organizations. Our mission is to lead technology and security programs for our clients, enabling them to focus on their mission-critical work.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We act as an extension of our client teams &mdash; we handle all the responsibilities a traditional internal IT team would. We&rsquo;re in our clients&rsquo; Slacks, we&rsquo;re on a first-name basis with them (and their pets), we&rsquo;re new hires&rsquo; first point of contact, and we&rsquo;re the first stop for tech and cybersecurity issues. We aim to build trust, and we leverage this to keep the bad actors out.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are looking for top talent as we continue to scale our team.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   About the Role
  </strong>
 </p>
 <p>
  The Client Support Technician full-time role assists in running day-to-day technology operations for our clients, with a focus on helpdesk ticket response via email and Slack.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Client Support Technician is responsible for the configuration, implementation, and maintenance of various technologies managed by Personified on behalf of our clients. This role focuses on the administration and support of: client Saas platforms such as Google Workspace, Microsoft 365, Slack, Zoom, Dropbox, Adobe Creative Cloud, 1Password, LastPass, etc.; macOS, Windows, ChromeOS, iOS, and Android operating systems and associated hardware; a variety of endpoint detection and response (EDR) and universal endpoint management (UEM) platforms.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Additionally, the role involves supporting client-owned technology on site in client office locations in the
   <u>
    DC, Maryland, Virginia (DMV) region
   </u>
   . This position does require onsite visits for client projects, such as setting up or troubleshooting conference room equipment and other managed devices
   <u>
    3 to 5 days a week
   </u>
   .
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  The ideal candidate is technically fluent in the modern IT stack, has impeccable customer service skills, has the ability to break down complex technical concepts into understandable language, is highly responsive, and is able to maintain a calm demeanor in stressful situations.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This position reports to the Client Support Manager, Field &amp; Warehouse. Our team works across various communication platforms, including Slack, a ticketing system, and video calls, to coordinate and stay in touch throughout the day.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Client Support Technician Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed
  </li>
  <li>
   Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness
  </li>
  <li>
   Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms.
  </li>
  <li>
   Assisting with tool migrations and rollouts
  </li>
  <li>
   Investigating phishing reports, suspicious logins, and endpoint alerts
  </li>
  <li>
   Supporting SSO, MFA, conditional access, and identity governance controls
  </li>
  <li>
   Creating and maintaining documentation of IT procedures and policies
  </li>
  <li>
   Installing, configuring, and mentoring end users on client-approved software
  </li>
  <li>
   Maintaining and coordinating regular IT training sessions with new client staff
  </li>
  <li>
   Assisting in improving existing IT automation tools and workflows
  </li>
  <li>
   Removing Adware, Spyware, and Viruses as detected on client hardware
  </li>
  <li>
   Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel
  </li>
  <li>
   Willingness to work outside of normal business hours as required
  </li>
  <li>
   Willingness to travel as required
  </li>
  <li>
   Other duties as needed
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Experience/Traits
  <em>
   necessary
  </em>
  to succeed in this role at Personified:
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   At least 2 years of Mac &amp; Windows help desk experience, or 3+ years of experience in customer facing, sys-admin, or similar roles
  </li>
  <li>
   We are seeking an individual with IT knowledge who is trustworthy, responsive, and eager to learn.
  </li>
  <li>
   The candidate must be comfortable interacting with end users as their primary responsibility and have a track record of proven customer service success.
  </li>
  <li>
   Experience in a customer-facing role, and a track record of providing great customer/client experiences.
  </li>
  <li>
   Previous experience supporting Google Workspace and macOS in a fast-paced environment, Microsoft 365 and PC support, and experience at an organization that used Slack as its primary communication tool are a plus.
  </li>
  <li>
   It&rsquo;s important that the individual who fills this role is a self-starter, knows how to do the research, and can pick up new systems and technical concepts quickly.
  </li>
  <li>
   Ability to establish and maintain key relationships with the internal team, and diverse stakeholders and partners.
  </li>
  <li>
   Willingness to work outside of normal business hours as required.
  </li>
  <li>
   Willingness to travel as required.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Benefits
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Healthcare packages contributed to by Personified
  </li>
  <li>
   Generous paid time off benefit
  </li>
  <li>
   Optional 401K matched by Personified
  </li>
  <li>
   Cell phone stipend
  </li>
  <li>
   Annual Learning and Development stipend
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Commitment to DEI
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Personified's mission is to help advance the progressive movement. Diversity, equity, and inclusion are at the core of that mission. We value varied perspectives in working to build a more inclusive world and workplace. We believe in the power of diversity, and as we grow as a company, we are committed to creating an environment that promotes an inclusive culture and invites people of all backgrounds to join us.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Our commitment to these values is unwavering, and we strive to create and maintain a working environment that is inclusive, equitable, and welcoming.
 </p>
</div>


Client Support Technician

Ballast Research

<div><div><i>The Atlantic</i> is seeking a skilled video producer to join the team making a new video podcast hosted by David Brooks. The show will cover the topics that get addressed in a good liberal arts education: How to become a better person? How do you find your calling? What are the big ideas driving society today?. This producer will help develop and lead the production of this weekly podcast, to be published on YouTube as well as in its own audio podcast feed. This person will report to the senior editor of the show and will work closely with the show&rsquo;s host and associate producer to manage bookings, create show prep, and oversee video shoots.The role will at times include night, early-morning, and weekend work.</div><div></div><div>
Responsibilities include:</div><ul><li><div>
Working with the host and editor to maintain editorial excellence</div></li><li><div>
Working with the host on the mic and on on-camera presence</div></li><li><div>
Oversee end-to-end production of the show, from pre- to post-production, including:</div><ul><li><div>
Work with editor to hone ideas, structure episodes, and edit scripts</div></li><li><div>
Applying incisive editorial judgment to deliver sharp first drafts on tight deadlines</div></li><li><div>
Cutting episodes, demonstrating knowledge of the tone and pacing necessary for a compelling video and audio experience</div></li></ul></li><li><div>
Manage the show&rsquo;s production calendar and ensure deadlines are met</div></li><li><div>
Work with teams across <i>The Atlantic</i>, including legal, art, audience, copy desk, story editors, and fact-checkers to ensure the highest-quality production standards</div></li><li><div>
Coordinate and manage all recording sessions, ensuring proper setup of lighting, audio, and camera equipment to ensure a smooth recording experience for the host and guests</div></li><li><div>
Edit and enhance video content, adding graphics, transitions, and other elements to create a polished final product</div></li><li><div>
Ensure consistency in visual and audio quality across all episodes</div></li><li><div>
Collaborate with audience team to create promotional video clips for social media</div></li><li><div>
Handle uploading all episode article pages to the CMS</div></li></ul><div></div><div>
Qualifications of the ideal candidate:</div><ul><li><div>
Proven experience in video production and editing (preferably in podcasting and journalism)</div></li><li><div>
Experience managing a team or projects</div></li><li><div>
Experience coaching hosts on the mic and camera</div></li><li><div>
Proficiency in taping and editing softwares, such as Riverside, Adobe Premiere Pro, or Final Cut Pro</div></li><li><div>
Strong understanding of lighting, audio, and camera operation for high-quality video production</div></li><li><div>
Experience with remote recording workflows</div></li><li><div>
Outstanding editorial judgment, and strong communication and collaboration skills</div></li><li><div>
Demonstrated track record of producing high-quality work on ambitious deadlines and experience finding creative solutions to editorial problems</div></li><li><div>
Familiarity with YouTube and podcast distribution platforms</div></li><li><div>
Motion graphics and animation experience preferred</div></li></ul><div></div><div>
Salary minimum: $105,000; Salary maximum: $150,000</div><div>
This role is based in Washington D.C.</div><div>
This is a Guild position.</div><div></div><div>
About The Atlantic:</div><div></div><div>
The Atlantic has, for more than 160 years, advanced ideas that matter and sparked global conversation on the most important issues of our time. We aim to bring clarity and original thinking to questions of consequence, on topics ranging from politics, the economy, and global affairs to technology, science, and culture. As the third-longest-running magazine in America, we find ourselves at a remarkable moment: one of both continuation and transformation, of upholding our legacy while continuously reinventing ourselves for the future.</div><div>
_____________</div><div>
The Atlantic Monthly Group LLC (&quot;The Atlantic&quot;) is an Equal Opportunity Employer. The Atlantic is committed to diversity and encourages members of traditionally underrepresented communities to apply, including women, LGBTQ people, people of color, and people with disabilities. We do not discriminate against our applicants because of race, color, religion, sex (including gender identity, sexual orientation, and pregnancy), national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.</div><div></div><div><i>
Job offers to work at The Atlantic are contingent upon the candidate&rsquo;s successful completion of reference checks and compliance with The Atlantic's COVID-19 vaccination policy. The Atlantic requires all employees to be vaccinated against COVID-19, including subsequent boosters, and submit proof of vaccination status. Employees who cannot receive the vaccine because of a disability/medical contraindication or sincerely-held religious belief may request an accommodation (e.g., an exemption) to this requirement.</i></div></div>

Senior Producer, Video Podcasts

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