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help desk escalation coordinator

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KMRG, LLC

<div>Title: IT Help Desk Specialist 
Location: Washington, DC 
Schedule: Full-time, onsite Monday-Friday 
Salary: $108,000 - $125,000 
 
We are seeking an experienced IT Help Desk Specialist to support the Congressional Budget Office (CBO) in Washington, DC. Your scope of work will include supporting CBO&rsquo;s IT service environment through user support, endpoint operations, access support, technology coordination, and routine service improvements that help agency staff work securely and efficiently. 
 
This is a full-time opportunity in which we&rsquo;ll provide competitive pay, job stability, and security. 
 
Apply today! 
 
RESPONSIBILITIES 
Support Help Desk &amp; User Support<ul><li>
Manage help desk requests through CBO&rsquo;s ticketing system from intake through resolution</li><li>
Support a moderate ticket workload with occasional advanced troubleshooting needs</li><li>
Provide timely technical support to CBO staff for hardware, software, and endpoint issues</li><li>
Troubleshoot mobile device, authentication, connectivity, and secure access issues</li><li>
Guide users on equipment, collaboration tools, cloud services, and self-service resources</li><li>
Deliver clear ticket updates, resolution notes, and user communications through approved channels</li><li>
Respond to assigned daily office technology support needs</li><li>
Assist with conference room technology support and related user assistance</li></ul>
Device Deployment &amp; Endpoint Support<ul><li>
Prepare computer equipment for deployment using onboarding and division-specific requirements</li><li>
Image, configure, deploy, validate, and inventory Windows desktops for end users</li><li>
Configure, deploy, validate, and inventory macOS systems for end users</li><li>
Validate deployed devices against approved security baselines and inventory records</li><li>
Install, troubleshoot, maintain, upgrade, and patch employee hardware and software</li><li>
Maintain peripheral components, firmware updates, and approved security configurations</li><li>
Register and configure iOS and Android devices in enterprise MDM platforms</li><li>
Load and verify software packages through approved imaging and patching tools</li><li>
Check configuration baselines through Ivanti EPM, KACE, or equivalent tools</li><li>
Support workstation deployments, refreshes, data migrations, and recovery operations</li></ul>
System Administration &amp; Troubleshooting<ul><li>
Diagnose MFA failures, identity anomalies, endpoint irregularities, and access issues</li><li>
Resolve network connectivity problems and endpoint performance issues using sound judgment</li><li>
Analyze Windows Event Viewer data to identify errors, patterns, and corrective actions</li><li>
Review macOS Console diagnostics, system logs, and monitoring data to resolve issues</li><li>
Monitor log output to validate image integrity, patch levels, and security compliance</li><li>
Administer Microsoft Entra ID / Active Directory environments with IAM governance</li><li>
Support user account provisioning, group policy adjustments, and identity lifecycle management</li><li>
Manage macOS and iOS enrollment, configuration profiles, FileVault, and authentication integration</li><li>
Apply JAMF and Microsoft Intune for endpoint automation and configuration management</li><li>
Use approved endpoint tools to support automation, policy enforcement, and device management</li></ul>
Security &amp; Asset Support<ul><li>
Validate image integrity, patch levels, endpoint security policies, and approved configurations</li><li>
Apply information security and information assurance principles in customer support activities</li><li>
Support encryption, data loss prevention, and secure credential handling during support work</li><li>
Assist with patch management and vulnerability remediation cycles across supported endpoints</li><li>
Coordinate remediation of critical and high-severity findings based on Nessus scan results</li><li>
Replace defective or obsolete components and document hardware, software, and asset changes</li><li>
Perform secure drive sanitization and destruction using BitRaser or other approved tools</li><li>
Maintain required documentation and certificates for secure drive destruction activities</li></ul>
Documentation &amp; Team Coordination<ul><li>
Create SOPs, knowledge base articles, user guides, technical procedures, and automation scripts</li><li>
Document technical procedures in a clear format for users and internal support teams</li><li>
Support Tier I personnel by promoting best practices, reviewing escalations, and resolving issues</li><li>
Coordinate with Service Desk and Network Operations teams on support and escalation needs</li><li>
Partner with Cloud Services, Engineering, Development, and Cybersecurity teams as needed</li><li>
Identify recurring problem trends and recommend practical mitigation strategies</li><li>
Recommend remedial actions such as driver updates, policy changes, or imaging corrections</li><li>
Assist with outages, service disruptions, emergencies, and incident response activities</li></ul> 

REQUIRED BACKGROUND
<ul><li>Experience with imaging, deployment, configuration management, and security baselines</li><li>
Experience using Ivanti, KACE, Microsoft Intune, JAMF, or similar endpoint tools</li><li>
Experience deploying software, managing devices, enforcing policies, and automating routine tasks</li><li>
Experience supporting AWS-hosted resources, identity services, and hybrid infrastructure integrations</li><li>
Strong understanding of advanced system administration and patch management</li><li>
Strong understanding of baseline configuration and automated imaging processes</li><li>
Strong understanding of cloud and hybrid environment management</li><li>
Strong understanding of Zero Trust security principles</li><li>
Knowledge of organizational security, compliance, and configuration standards</li><li>
Excellent customer service and problem-solving skills</li></ul> 

REQUIRED CAPABILITIES<ul><li>
Must be able to support macOS and Windows systems in an enterprise environment</li><li>
Ability to manage and troubleshoot Microsoft Entra ID / Active Directory services</li><li>
Ability to support MFA, role-based access controls, and AWS-integrated identity solutions</li><li>
Ability to diagnose authentication, connectivity, and endpoint performance issues</li><li>
Ability to analyze system logs, Windows Event Viewer data, and macOS Console diagnostics</li><li>
Ability to coordinate with Service Desk, Network Operations, and Cybersecurity teams</li><li>
Ability to support timely investigation, escalation, and remediation of technical issues</li><li>
Ability to troubleshoot and improve endpoint deployment workflows</li><li>
Ability to ensure endpoint, user, and network interactions follow security standards</li><li>
Ability to communicate clearly and effectively with users and technical teams</li><li>
Ability to document technical procedures and create user-friendly guides</li><li>
Ability to mentor Level I technicians and strengthen Service Desk capability</li><li>
Ability to prioritize tasks, meet tight deadlines, and remain professional and responsive</li></ul> 

LOCATION
<ul><li>Washington, DC 20515</li></ul> 

TRAVEL<ul><li>
Travel may be required</li></ul> 

WORK HOURS<ul><li>
Monday&ndash;Friday, 40 hours per week</li></ul> 

TELEWORK<ul><li>
N/A</li></ul> 

CLEARANCE<ul><li>
U.S. citizenship required as it supports the U.S. federal government
</li></ul> 
CLIENT<ul><li>
 Congressional Budget Office (CBO)</li></ul> 

EMPLOYMENT CLASSIFICATION<ul><li>
Employment Classification Eligibility &mdash; Exempt
</li></ul> 
****************** 
 
KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law. 
 
Other Considerations. Applicants will be subject to a background investigation. Individual&rsquo;s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time. 

rNO5p5LJry</div>

IT Help Desk Specialist

NIMA Corporation

<div></div><div>Nash Harbor Solutions (NHS) is seeking qualified and motivated IT Help Desk Specialists (Journeyman Computer Support Specialists) to support a Federal customer in Washington, DC. This position is contingent upon contract award and offers the opportunity to provide critical enterprise IT support services in a dynamic, mission-focused environment.
The selected candidate will play a key role in supporting end users across Windows, macOS, and mobile device environments while contributing to endpoint management, identity and access administration, cybersecurity compliance, and enterprise technology modernization initiatives. Successful candidates will possess strong technical troubleshooting skills, a customer-focused mindset, and the ability to thrive in a fast-paced Federal IT environment.<div>
This position is expected to be primarily onsite in Washington, DC, with occasional support at alternate facilities in Virginia. If you are passionate about delivering exceptional technical support, solving complex IT challenges, and supporting mission-critical operations, we encourage you to apply and join our growing team of professionals dedicated to serving Federal customers.</div><div> 
Responsibilities</div> 
The IT Help Desk Specialist (Journeyman Computer Support Specialist) will perform the following duties:<div><ul><li>
Provide advanced technical support and troubleshooting services for agency personnel across Windows, macOS, and mobile device environments.</li><li>
Inspect, image, configure, inventory, and deploy desktop computers, laptops, mobile devices, and related hardware in accordance with agency standards.</li><li>
Install, configure, maintain, troubleshoot, and repair hardware, software, peripherals, operating systems, firmware, and security updates.</li><li>
Register, configure, and support enterprise mobile devices using approved Mobile Device Management (MDM) platforms.</li><li>
Deploy software packages and configuration baselines using endpoint management tools such as Ivanti, KACE, Microsoft Intune, JAMF, or equivalent technologies.</li><li>
Execute system validation and verification testing to ensure devices meet security, imaging, and compliance requirements.</li><li>
Diagnose and resolve complex hardware, software, authentication, identity management, network connectivity, and endpoint performance issues.</li><li>
Administer Microsoft Entra ID (Azure AD) and Active Directory environments, including user account provisioning, group policy adjustments, and identity lifecycle management.</li><li>
Support macOS administration, including device enrollment, configuration profiles, FileVault management, and enterprise authentication integration.</li><li>
Provide Tier II technical support while assisting Tier I personnel through mentoring, technical guidance, escalation support, and development of standard operating procedures.</li><li>
Create, update, and maintain technical documentation, knowledge base articles, user guides, and standard operating procedures.</li><li>
Coordinate with Service Desk, Network Operations, Cloud Services, Engineering, and Cybersecurity teams to resolve technical issues and support enterprise operations.</li><li>
Communicate effectively with end users regarding ticket status, issue resolution, and technical guidance while maintaining exceptional customer service.</li><li>
Replace defective or obsolete hardware and software components and maintain accurate asset inventory records.</li><li>
Analyze recurring technical issues and problem trends, identify root causes, recommend process improvements, and implement corrective actions.</li><li>
Apply Zero Trust security principles and information assurance best practices when supporting endpoint devices, identity management, and customer systems.</li><li>
Perform secure media sanitization and destruction using approved tools and maintain required documentation.</li><li>
Support workstation refreshes, system migrations, hardware deployments, and data recovery activities.</li><li>
Participate in patch management, vulnerability remediation, imaging improvements, endpoint automation, and configuration management initiatives.</li><li>
Assist with incident response, outage resolution, emergency support, and other special IT projects as assigned by the Contracting Officer's Representative (COR).</li></ul></div><div></div> 
Minimum Qualifications:<div><ul><li>
Experience providing enterprise-level technical support for Windows and macOS operating systems.</li><li>
Experience deploying, configuring, imaging, and maintaining desktop computers, laptops, and mobile devices.</li><li>
Experience supporting endpoint management platforms such as Microsoft Intune, JAMF, Ivanti, KACE, or similar enterprise management solutions.</li><li>
Experience administering Microsoft Entra ID (Azure Active Directory), Active Directory, Multi-Factor Authentication (MFA), and Identity and Access Management (IAM).</li><li>
Experience troubleshooting authentication, connectivity, endpoint performance, and operating system issues.</li><li>
Working knowledge of cloud and hybrid environments, including AWS-hosted resources and identity integrations.</li><li>
Knowledge of Zero Trust architecture, endpoint security, patch management, configuration management, and automated deployment processes.</li><li>
Strong analytical, troubleshooting, and customer service skills.</li><li>
Excellent written and verbal communication skills with the ability to prepare technical documentation and mentor junior personnel.</li><li>
Ability to prioritize multiple tasks while delivering responsive, high-quality customer support in a fast-paced enterprise environment.</li></ul></div>
Preferred Certifications:<div><ul><li>
CompTIA Security+</li><li>
Microsoft Certified: Endpoint Administrator Associate (or equivalent)</li><li>
Apple Certified IT Professional</li><li>
AWS Certified Cloud Practitioner (or higher)</li><li>
ITIL Foundation Certification</li><li>
AWS Certified SysOps Administrator &ndash; Associate</li></ul></div>
Preferred Qualifications:<ul><li>
Bachelor&rsquo;s degree in Information Technology, Computer Science, or a closely related field</li></ul><div></div> 
Security Requirements:
Contractor personnel must be U.S. citizens, lawful permanent residents, or H-1B visa holders who satisfy all contract eligibility requirements. Personnel must successfully complete an FBI fingerprint-based background investigation, comply with all CBO security requirements, complete required cybersecurity and security awareness training, and execute all required non-disclosure agreements prior to performing work.
Support Hours: Normal support hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. Contractor personnel are expected to work approximately 40 hours per week. Occasional work outside normal business hours may be required to support system outages, emergencies, maintenance activities, or other mission requirements. All overtime must receive prior Government approval.
Place of Performance:
Primary work location: Congressional Budget Office (CBO), Ford House Office Building, 2nd and D Streets SW, Washington, DC
Occasional support may be required at designated CBO alternate facilities in Manassas, Virginia and Ashburn, Virginia.
Travel: No routine travel is anticipated.<div>
Benefits: Medical, Dental, Vision, Flexible Spending Health &amp; Dependent Care Plans, Transit &amp; Parking Spending Plan, Paid Time Off, 401(k) Retirement Savings Plan with Company Match, Parental Leave, Free Life Insurance, Supplemental Life Insurance Plans, Employee Assistance Plan, Tuition Reimbursement, and Referral Bonuses.</div><div></div><div> 
Physical Demands:</div><div>
While performing the duties of the job, the incumbent will be exposed to normal demands associated with an office environment. Ability to work on a computer for long periods, and communicate with individuals by telephone, email, and face to face. This position requires the incumbent to have the ability to stand, walk, sit, use hands to finger, handle or feel objects, tools, or controls, reach with hands and arms, talk, and hear. The employee must be able to lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.</div><div></div><div> 
Work Environment:</div><div>
The noise level in the work environment is usually light to medium.</div><div></div> 
Company Overview: Nash Harbor Solutions (NHS) is an SBA-certified Alaska Native Corporation (ANC) 8(a) small business delivering innovative management consulting, enterprise IT, cybersecurity, engineering, acquisition, and mission support services to Federal civilian and Department of Defense customers. NHS combines deep technical expertise with proven program management capabilities to provide secure, scalable, and mission-focused solutions that enable modernization, operational excellence, and measurable results across complex Federal environments.
NHS is an Equal Opportunity Employer and is committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, ancestry, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. Equal employment opportunities are provided in accordance with all applicable laws, including VEVRAA protections for covered veterans. NHS will not discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of others, consistent with applicable law. Nash Harbor Solutions is an E-Verify employer.
NHS maintains operations in Alexandria, Virginia, with its parent Alaska Native Corporation headquartered in Anchorage, Alaska, supporting Federal customers nationwide.</div>

SAIC

<div>Job ID: 2613672
Location: Remote Work, DC, US
Date Posted: 2026-06-15
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: ORA_REMOTE 
Description
SAIC is hiring for a remote Help Desk Specialist.
Duties generally include but are not limited to the following:<ul><li>
Answer and respond to customers' requests via phone and email</li><li>
Identify, research, and resolve customer issues</li><li>
Provide accurate and timely ticket documentation</li><li>
Meet and exceed required metrics and Service Level Agreements (SLAs)</li><li>
Provide timely updates and follow up to customers</li><li>
Escalate to internal representatives or system support specialists when appropriate</li><li>
Identify and appropriately communicate recurring problems</li><li>
Evaluates and prioritizes customer problems and complaints</li><li>
Comply with documented regulations, processes, and procedures</li><li>
Other responsibilities as may be required by management</li></ul>
Qualifications
Qualifications
Required Skills and Qualifications:<ul><li>
Bachelor&rsquo;s Degree and/or 5 years relative work experience</li><li>
1+ year experience in help desk/call center environment</li><li>
Excellent oral and written communication skills</li><li>
Strong problem-solving skills</li><li>
Team player with a strong commitment to customer satisfaction</li><li>
Must be a US Citizen and able to obtain a Public Trust</li></ul> 
Preferred Skills and Qualifications:<ul><li>
HDI Customer Service Representative certification</li><li>
Experience with ServiceNow</li><li>
Knowledge with government clients/environments</li></ul>
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.</div>

Help Desk Specialist

West 4th Strategy

<div>Help Desk &ndash; Tier I
ROLE
We need an experienced Help Desk Analyst at the U.S. Securities and Exchange Commission (SEC). The SEC's Division of Corporation Finance reviews public company filings to ensure investors are provided with the material information they need to make informed investment decisions. The Disclosure Review Program (DRP) System &mdash; also known as SWAT (System of Workflow and Activity Tracking) is the cloud-based platform that enables this review work, integrating with EDGAR and other SEC systems to support the review of transactional and annual filings. In this role, you will serve as the primary customer interface for Tier 1 support, managing the SWAT-Help mailbox, triaging and resolving incoming requests, maintaining helpdesk documentation, and delivering structured reporting on incident trends to SEC stakeholders. This is a full-time, remote opportunity. We can offer a competitive salary and a comprehensive benefits package.
RESPONSIBILITIES<ul><li>
Deliver responsive Tier 1 support as the primary customer interface, managing the SWAT-Help mailbox, triaging incoming requests, and resolving issues at first contact wherever possible.</li><li>
Meet or exceed all SLAs across all severity levels by maintaining clear escalation paths, documented triage workflows, and real-time visibility into ticket status.</li><li>
Own all helpdesk Standard Operating Procedures, work instructions, user guides, and reference libraries, with the Operations Lead/Manager authoring and maintaining these artifacts in close collaboration with the project team.</li><li>
Continuously optimize the knowledge base to keep content accurate, well-structured, and easy to search, reducing repeat ticket volume and empowering users to resolve common issues independently.</li><li>
Automate routine support interactions, including troubleshooting steps, status update, and user management workflows, to reduce manual effort and increase overall service efficiency.</li><li>
Provide structured reporting and operational visibility on a quarterly cadence, summarizing incident statistics, outage reports, and trend analysis, delivered to SEC stakeholders.</li></ul>
REQUIRED SKILLS/EXPERIENCE<ul><li>
Troubleshooting: Proficiency in diagnosing software and application errors, operating systems (Windows, Linux), and basic network connectivity.</li><li>
Incident Management: Experience working within Tier 1 to Tier 3 escalation structures.</li><li>
Ticketing Systems: Familiarity with incident management platforms like ServiceNow, Jira.</li><li>
Analytical Thinking: Strong problem-solving skills and the ability to identify the root cause of an issue rather than just treating the symptoms.</li><li>
Software/Database Knowledge: Understanding of SQL, API basics, HTML/CSS, or various coding languages (like Java) is a major plus for debugging specific software products.</li></ul>
DESIRED SKILLS/EXPERIENCE<ul><li>
AI Experience: Some exposure to AI technologies including GitHub Copilot.</li></ul>
REQUIRED EDUCATION / CERTIFICATIONS<ul><li>
Bachelor&rsquo;s degree in Computer Science, Information Technology, Cybersecurity, or a related field</li><li>
Certifications: CompTIA A+ or HDI Customer Service Representative (CSR) certifications are highly valued for entry to mid-level roles.</li></ul>
LOCATION<ul><li>
Remote (Within eastern time zone)</li></ul>
CLEARANCE<ul><li>
U.S. citizenship is required. Dual citizenship is not permitted on this contract.</li><li>
Ability to obtain SEC public trust</li></ul>
CLIENT<ul><li>
Securities and Exchange Commission (SEC), Disclosure Review Program (DRP)</li></ul>
WORK HOURS<ul><li>
40 hours per week</li><li>
8 hours per day</li></ul>
EMPLOYMENT CLASSIFICATION<ul><li>
Employment Classification Eligibility &mdash; W2</li></ul>
RELOCATION<ul><li>
Not eligible for relocation benefits</li></ul>
COMPENSATION<ul><li>
Salary range: $70,000 &ndash; $90,000</li><li>
Benefits: Benefits package includes options for health, dental, and vision insurance coverage; 401k contribution options</li></ul>
West 4th Strategy is an Equal Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, gender, sexual orientation, ancestry, national origin, age, marital status, mental disability, physical disability, medical condition, pregnancy, political affiliation, military or veteran status, or any other basis prohibited by federal or state law.
Other Considerations: applicants will be subject to a background investigation. Individual&rsquo;s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 80% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 80% of the time.
4vNyWV0sjV</div>

Customer Support Analyst

<div>Job ID: 2613673
Location: Washington, DC, US
Date Posted: 2026-06-15
Category: Information Technology
Subcategory: Technical Svcs
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: ORA_ON_SITE 
Description
﻿We are seeking a detail-oriented Hardware Refresh Technician to manage the end-to-end lifecycle of upgrading and replacing hardware systems. In this role, you will collaborate across various departments to schedule deployments, minimize operational downtime, and maintain strict asset accountability. You will configure new devices, perform secure data migrations, and resolve technical issues during transitions, ensuring users possess reliable technology needed for day-to-day operations. This role has a projected start date of 9/1/26. 
Key Responsibilities<ul><li>
Deployment Management: Coordinate deployment schedules across departments to guarantee minimal disruption to daily operations.</li><li>
Device Configuration: Configure, image, and test new laptops, desktops, according to the organization protocols.</li><li>
Data Migration: Execute secure data and profile migrations from legacy systems to replacement hardware.</li><li>
Asset Accountability: Maintain precise, up-to-date tracking of IT inventory using centralized asset management tools.</li><li>
Technical Support: Troubleshoot and resolve hardware, software, or connectivity issues that arise during deployment.</li><li>
Stakeholder/User Communication: Serve as a primary point of contact as well as perform technical trainings to non-technical end-users.</li></ul>
Qualifications
Required Qualifications<ul><li>
Project Experience: Proven experience supporting large-scale IT hardware refresh or lifecycle deployment initiatives.</li><li>
Clearance: Must be a US Citizen and able to obtain a Public Trust.</li><li>
Education: Bachelors degree; with 4 years of specialized experience a degree is not required.</li><li>
Technical Knowledge: Deep understanding of enterprise device imaging/provisioning, software deployments, asset management databases, and ITIL-based ticketing systems. In addition, a deep understanding of computer hardware components, specifications, configuration protocols within cloud ecosystem.</li><li>
Troubleshooting Skills: Demonstrated ability to diagnose and resolve sync errors during user profile transfers (e.g., OneDrive) and recovering missing files or browser certificates.</li><li>
Asset Tracking: Familiarity with inventory management processes and tracking tools for corporate or government IT assets.</li><li>
Core Competencies: Exceptional attention to detail, strong organizational skills, and the ability to manage multiple deployment tasks simultaneously.</li><li>
Communication: Strong verbal and written communication skills to interface professionally with agency personnel.</li></ul> 
Preferred Qualifications<ul><li>
Software Tools: Prior exposure to enterprise device imaging/provisioning and software deployments via cloud-based tools, Unified Endpoint Management (UEM) or MDM solutions as well as experience with asset management databases, and ITIL-based ticketing systems.</li><li>
Process Familiarity: Experience following strict standard operating procedures (SOPs) for secure hardware deployment.</li><li>
Background Foundation: Background in enterprise technical support, help desk or IMAC environment .</li></ul>
Target salary range: $40,001 - $80,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.</div>

Hardware Refresh Technician

State of Washington

<div><div><div><h2 class="jobSectionHeader">Description</h2></div>
<div>HMIS Help Desk Coordinator (COM 1) 
At the Department of Commerce, we&rsquo;re reimagining what&rsquo;s possible in government. We&rsquo;re builders, thinkers, and change-makers, working at the intersection of innovation, community, and impact. From unlocking critical funding to fueling inclusive economic growth, we&rsquo;re turning big ideas into real-world solutions that uplift people and places.
Our agency&rsquo;s strength lies in the diversity of our workforce and the breadth of the lived experiences and perspectives employees bring to the work. We believe equity is not just a value but a practice, which is reflected in how we design programs, engage communities, and deliver outcomes. We foster a workplace culture where curiosity is encouraged, bold thinking is welcomed, and collaboration drives our impact.
Let&rsquo;s build what&rsquo;s next, together. 
 
The Housing Division (HD) partners with local governments, Tribes, housing authorities, nonprofits and other organizations to develop and preserve affordable housing, promote individual and family self-sufficiency, and reduce adult and youth homelessness. 
 
The Data &amp; Performance Unit (DPU) within the Housing Division (HD) is responsible for large scale system-wide initiatives related to homelessness and housing data systems, analysis, research, evaluation, and technical assistance. DPU teams work to support communities by: 
<ul><li>Strengthening data collection methods</li><li>Safeguarding the privacy and security of protected data</li><li>Improving data quality and data literacy</li><li>Producing actionable and accessible analysis</li><li>Evaluating performance and disparities</li><li>Providing technical assistance to strengthen responses to homelessness and housing crisis</li></ul> 
The HMIS Help Desk Coordinator is responsible for the Homeless Management Information System (HMIS) Help Desk Support, including responding to technical assistance calls, tickets and emails from the HMIS user community in Washington State, fielding data analysis requests from unit staff, and supporting the HMIS Team with other assignments as necessary.</div>
<div><h2 class="jobSectionHeader">Duties</h2></div>
<div><div>HMIS Help Desk 
Tasks include: 
<ul><li>Provides ongoing technical assistance to HMIS users by responding to support needs via phone, ticketing system, and email, ensuring timely troubleshooting and resolution of system-related issues. Communicates status and resolution to user regarding user reported issues.</li><li>Reports system outages and other anomalies to HMIS team members and HMIS user community in a timely manner.</li><li>Conducts research and preliminary analysis of user-reported issues with HMIS, and triages issues to appropriate team members if issue can&rsquo;t be resolved immediately.</li><li>Develops and maintains HMIS procedures, processes, manuals, resources materials or requirements and disseminates to all HMIS users. Collects data and assists in the evaluation of HMIS Help Desk support services for continuous process improvements.</li><li>Works with Commerce IT and the HMIS software vendor as needed to resolve system issues and ensure compliance with WaTech regulations.</li><li>Represents the department at local, state and regional meetings.</li></ul> 

Data quality, program evaluation and system administration 
Tasks include: 
<ul><li>Runs regular reports for data quality, performance and system usage analysis (including common user errors) to help Data and Performance Unit staff monitor HMIS use by grantees.</li><li>Assist with system administration and configuration tasks.</li><li>Assists with technical reports consisting of HMIS data to HUD or other federal and state funders. This includes reports that Commerce is required to submit to the federal government to maintain funding, such as the Longitudinal Systems Analysis and the HUD Systems Performance Measures.</li><li>Assists unit staff to make decisions regarding performance and data collection to ensure the most meaningful use and analysis of HMIS data.</li></ul></div></div> 
<div><h2 class="jobSectionHeader">Qualifications</h2></div>
<div><div>Required Qualifications: 
Four (4) years of combined experiences and/or education as described below: 
Experience must include the following: 
<ul><li>Professional experience administering and/or providing technical assistance to users in Homeless Management Information Systems (HMIS) or a protected client data collection database.</li></ul></div>
Education involves affordable housing, human or social services, data science, data analytics or related field. Qualifying education post High School or equivalent may be substituted year for year for experience.
Lived experience with housing instability and/or experience navigating and receiving services from public systems such as homeless and housing services systems, foster care, the criminal legal system, or behavioral health system will substitute for two years of formal education.
o What is lived experience? Lived experience is relevant expertise derived from the accumulated personal life and professional experiences of an individual. Experience can be gained through life events, volunteer role/capacity, any experience gained outside of professional paid and unpaid experience, academic or a combination of experiences. The above-listed experience will demonstrate that a candidate possesses the necessary knowledge, skills, abilities, and competencies to successfully qualify for and perform the duties of the position. 
An equivalent combination of education and experience will be evaluated on a year-for-year basis. Some examples of this are, but not limited to: 
o Example 1: 4 years of professional experience 
o Example 2: 2 years of professional experience plus 2 years of formal education (college level coursework) 
o Example 3: 1 year of professional experience, 1 year of formal education (college level coursework) plus Lived experience.<div>
Required Position Competencies: 
<ul><li>Project Management: Plans, organizes, and manages projects to achieve objectives, including coordinating tasks, timelines, and stakeholders.</li><li>Technical Communication: Translates technical or complex information into accessible, user-friendly language for non-technical audiences.</li><li>Digital &amp; Technology Proficiency: Uses digital tools, databases, and software applications effectively, including advanced proficiency with the Microsoft Office Suite and web-based applications.</li><li>Interpersonal communication skills: excels at two-way communication, information sharing and gathering, ability to maintain confidentiality and sound judgement regarding confidentiality of specific communications and utilizing feedback.</li><li>Accountability: Meets commitments, works independently, accepts accountability, manages change, sets personal standards, and stays focused under pressure.</li><li>Customer service: Responds professionally to customer questions and complaints in a timely manner.</li><li>Integrity: Accountable for actions, maintains confidentiality, works with staff in a straightforward and honest manner.</li><li>Results focused: Sets and achieves targets, prioritizes task, creative problem solver.</li></ul></div><div>
Preferred/Desired Qualifications: 
<ul><li>Experience with Homeless Management Information System (HMIS), the federal Department of Housing and Urban Development&rsquo;s HDX (1.0 and 2.0) systems for reporting, and Sage for reporting performance data.</li><li>Knowledge of HMIS specifications and capabilities, for example HMIS data standards and various HMIS reporting specifications.</li></ul></div>
To be considered for this position, the following are needed:<ul><li>
A complete and detailed online application.</li><li>
A cover letter (enter online).</li><li>
At least three professional references (enter online).</li></ul>
For questions about this recruitment, please contact our recruitment team via email: comrecruitment@commerce.wa.gov - please reference the job number in your message.</div>
<div><h2 class="jobSectionHeader">Supplemental Information</h2></div>
<div>Work from Anywhere in Washington State 
This position may be located anywhere within Washington State though occasional travel to a Commerce office building or in-state travel to attend events or meetings may be required. If selected, you will need to travel to pick up equipment and receive instruction. Many Commerce employees work remotely or have a hybrid schedule. 
 
This recruitment may be used to fill future vacancies over the next 60 days. 
 
Technical support is provided by NEOGOV, 855-524-5627 (can't log in, password or email issues, error messages). DES job seeker support may answer general questions regarding the recruiting system at careershelp@des.wa.gov. 
 
Our Commitment to Equal Opportunity 
The Washington State Department of Commerce is an equal opportunity employer. We strive to create a working environment that includes and respects cultural, racial, ethnic, sexual orientation and gender identity diversity. Women, racial and ethnic minorities, persons of disability, persons over 40 years of age, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply. Persons needing accommodation in the application, testing, or interview process or this job announcement in an alternative format may email Human Resources at Human.Resources@commerce.wa.gov. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388. 
 
Department of Commerce also offers a competitive benefits package including: medical and dental insurance benefits, retirement and deferred compensation plans, 11 paid holidays each year, 14-25 vacation days per year (depending on length of employment), 8 hours of sick leave per month (if full time employed), bereavement leave, an employee assistance program, as well as other benefits. Please see the Benefits Tab for more details.</div></div></div>

HMIS Help Desk Coordinator (COM 1)

Cedar Hill Regional Medical Center

<div>
 
 Responsibilities
 
 
 
 
 Cedar Hill Regional Medical Center
 
 
 
 Cedar Hill Regional Medical Center GW Health is the first new full-service hospital in Washington, DC in more than 20 years, integrating clinical care with existing community providers, Federally Qualified Health Centers (FQHC&rsquo;s), The George Washington University Hospital, and our Urgent Care Center in Ward 8. This integrated delivery system is a robust network of care for all District residents, but more importantly, it ensures that residents of Wards 7 and 8 have access to high quality care in their community.
 
 
 This full-service hospital includes 136 beds (with the ability to expand to 184 beds), a verified trauma center, adult and pediatric emergency departments, maternal health and newborn delivery, an ambulatory pavilion for clinic visits and other outpatient services, a 500-car garage, and a helipad for emergency transport.
 
 
 
 We are seeking an Pedatric Emergency Technician (Full-Time, Nights)
 
 
 
 Our ideal candidate will provide care to assigned patients, according to the established plan of care. As the competency documentation designates, the Pediatric Emergency Technician will be under the direct supervision of the Clinical Supervisor/Team Leader and/or Pediatric Emergency Department Providers.
 
 
 To learn more visit https://cedarhillregional.com or https://jobs.uhsinc.com/cedar-hill-regional-medical-center.
 
 
 As a Cedar Hill Regional Medical Center Employee You Will Be Part Of An Exceptional Team With The Following Benefit Offerings
 
 
 <ul>
 <li>
 Challenging and rewarding work environment
 </li>
 <li>
 Competitive Compensation &amp; Generous Paid Time Off
 </li>
 <li>
 Excellent Medical, Dental, Vision and Prescription Drug Plans
 </li>
 <li>
 401(K) with company match and discounted stock plan
 </li>
 <li>
 SoFi Student Loan Refinancing Program
 </li>
 <li>
 Career development opportunities within UHS and its 300+ Subsidiaries!
 
 
 </li>
 </ul>
 More information is available on our Benefits Guest Website: benefits.uhsguest.com.
 
 
 
 About Universal Health Services
 
 
 
 One of the nation&rsquo;s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, annual revenues were $14.3 billion in 2023. During the year, UHS was again recognized as one of the World&rsquo;s Most Admired Companies by Fortune; and listed in Forbes ranking of America&rsquo;s Largest Public Companies.
 
 
 Headquarters, in King of Prussia, PA, UHS has approximately 96,700 employees and continues to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located all over the U.S. States, Washington, D.C., Puerto Rico and the United Kingdom. www.uhs.com.
 
 
 
 Requirements
 
 
 
 
 Qualifications
 
 
 
 <ul>
 <li>
 High School diploma or equivalent.
 </li>
 <li>
 Successful completion of a state-approved Emergency Medical Technician (EMT) course that meets or exceeds the National Emergency Medical Services Education Standards for the Emergency Medical Technician is preferred.
 </li>
 <li>
 Successful completion of the cognitive and psycho-motor exam for the National Registry of EMTs at a Basic, Intermediate, or Paramedic level.
 </li>
 <li>
 1 year of recent Emergency Department experience as an emergency room technician or at least one year of experience as a primary EMS field provider or military equivalent.
 </li>
 <li>
 BLS certification required.
 </li>
 <li>
 De-escalation Training within six (6) months of hire.
 
 
 </li>
 </ul>
 
 Skills
 
 
 
 <ul>
 <li>
 Strong clinical assessment and critical thinking skills.
 </li>
 <li>
 Excellent communication and interpersonal skills.
 </li>
 <li>
 Ability to remain calm and focused during high-pressure situations.
 </li>
 <li>
 Commitment to upholding the highest standards of patient care and safety.
 </li>
 <li>
 Demonstrated communication, organization, and critical thinking skills.
 </li>
 <li>
 Knowledge of medical terminology.
 
 
 </li>
 </ul>
 
 EEO Statement
 
 
 
 All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.
 
 
 We believe that diversity and inclusion among our teammates is critical to our success.
 
 
 
 Avoid and Report Recruitment Scams
 
 
 
 At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.
 
 
 If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.
</div>

Pediatric Emergency Technician

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