call center analyst - application support

it specialist

call center analyst - application support Jobs in Washington

customer support specialist Jobs in Washington

customer support specialist

help desk specialist

helpdesk support lead

it spec customer support

Washington State Department of Corrections

<div><div><div><div>This position is located in the Information Technology Division, Office of the Deputy Director for Management Support District of Columbia Department of Corrections. The (DCDOC's) Mission is to ensure the safe, secure and humane confinement of pretrial detainees, and sentenced misdemenant prisoners. The management and operation of the District's correcational system fosters community security.
The purpose of this position is to provide first line IT customer service/support to DCDOC local and remote site users and, as necessary, escalate customers' need to more experienced IT staff members.
Duties and Responsibilities
Staffs Agency's IT help desk. Answers calls, logs requests into a database and troubleshoots basic and limited problems over the telephone, including but not limited to password resets, hardware problem diagnosis, LAN connectivity support, and shrink wrap software questions and/or malfunction(s). Participates in the training of end users in the use of hardware and software products. Help end users overcome basic and limited software problems and provides instruction on how to avoid them in the future.
Participates in the development of metrics for tracking the efficiency and effectiveness of the help desk and prepares routine performance reports for management. Participates in the analysis of help desk requests, and the formulation of training plans to address common Agency-wide problems. Participates in the development of policies and procedures governing help desk operations. Participates in the evaluation of software products that support help desk management and makes recommendations to management on conclusions.
Qualifications and Education
Degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management, or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems, or networks. Or Individuals must have IT-related experience demonstrating each of the four competencies listed below:
1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. Customer Service - Works with clients and customers.
3. Oral Communication - Expresses information to individuals or groups effectively.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information.
 AND
Specialized Experience:
Specialized experience is experience that has equipped the applicant with the particular competencies/knowledge, skills, and abilities to successfully perform the duties of the position and is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must be equivalent to the next lower grade in the normal line of progression.
Licenses and Certifications
At least two (2) certifications in IT programs are preferred.
A valid driver's license with an acceptable record may be required.
Working Conditions/Environment
Work is performed in an office and field settings within a correctional institution and with and around inmates; adherence to institutional safety and prevention guidelines is required.
Other Significant Facts
Tour for Duty: Monday - Friday 8:15 a.m. to 4:45 p.m. May be required to work on weekends.
Pay Plan, Series and Grade: CS-2210-11
Promotion Potential: Promotion Potential to CS-12
Duration of Appointment: Career Service Appointment
Collective Bargaining Unit: This position is in a collective bargaining agreement.
Position Designation: This position has been designated as an essential employee position under the provisions of the District Personnel Manual, Chapter 12. The incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of the DC Personnel Regulations, suitability- Safety Sensitive.
A TB Test will be required prior to entry on duty.
Essential Designation: This position has been designated as an essential employee position under the provisions of the District Personnel Manual, Chapter 12. Incumbent is designated an essential employee and is subject to call up and/or recall at any time as deemed necessary to ensure safe and orderly operations; required to work rotating shifts and weekends; and is subject to 24-hour on-call status.
Residency Preference: Applicants claiming &ldquo;Residency Preference&rdquo; will be required to maintain residency in the District of Columbia for a minimum of seven (7) years. Failure to do so may result in forfeiture of employment.
EEO Statement: The District of Columbia as an Equal Opportunity Employer. All qualified candidates will receive consideration without regard to race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, family responsibilities, matriculation, physical handicap or political affiliation.</div></div></div></div>

IT Spec. (Customer Support)

<div>Title:
Sr. Security Specialist - SSO
Program Summary:
KBR&rsquo;s Product and Technology Solutions Division specializes in rapid prototyping and advanced technology solutions for directed energy, electronic warfare, and security applications. With expertise in electronic warfare systems, critical infrastructure protection, and product R&amp;D, KBR delivers cutting-edge innovations to meet mission-critical needs. Backed by a global presence and a strong ethical framework, KBR collaborates closely with customers to develop secure, effective, and forward-thinking solutions.
Job Summary:
KBR is seeking to hire a Sr. Security Specialist to support a US Government customer located at the Naval Research Laboratory (NRL) located in Washington, DC. Typical security related responsibilities may include enforcing and monitoring security procedures; ensures compliance with all aspects of the government and company security policies and procedures related to: physical access to buildings, room, couriers, clearances, packages, documentation and debriefings. May develop and implement security procedures in coordination with management personnel. May conduct security briefings and maintain security education programs. Investigates losses and security violations; may recommend corrective action. Maintains liaison with outside agencies and keeps upper management informed of all security activities. Ensures destruction of classified and company proprietary information in accordance with policies and procedures. Assists in revision of procedures manuals. 
Roles and Responsibilities:<ul><li>Experience primarily in physical security for SCI</li></ul><ul><li>
Generating Construction Security Plans (CSP), including reviewing design files for new and existing SCIF construction</li><li>
Fixed Facility Checklist (FFC)</li><li>
SCIF TEMPEST Checklist</li><li>
Compartmented Area (CA) Checklist - Including general knowledge of SAP and SAP security policy</li><li>
Co-Use Agreements (CUA) and Memorandums of Understanding (MOU)</li><li>
SCIF Co-Use Requests</li><li>
Completing annual SCIF inspections</li><li>
Intrusion Detection Systems (alarm systems) and access lists - Including alarm testing procedures and alarm response drills with security forces</li></ul><ul><li>Experience using DISS</li></ul><ul><li>
Sending and receiving Visit Requests (or via email, fax with memo, etc.)</li><li>
Confirmation of clearances (including Scattered Castles)</li><li>
Foreign travel notifications</li></ul><ul><li>Use of other IT systems and database applications</li></ul><ul><li>
M3 messaging system</li><li>
Scanning documents (unclassified and classified networks)</li><li>
DoD Safe &ndash; for sending/receiving unclassified encrypted emails/files</li><li>
DOTS Web Transfer Portal and Intelink Secure Access File Exchange &ndash; for moving files up to higher classified networks</li></ul><ul><li>Filing/maintaining SCIF records</li><li>Reviewing and approving equipment requests</li><li>Submitting Medical device requests for approval by SSO Navy</li><li>Reading and following / interpreting policy and guidance: IC Tech Spec &ndash; for ICD/ICS 705, DoDM 5105.21, Vols. 1-3, DoDM 5200.01, Vol. 1, and DoDM 5205.07, Vols 1-4</li><li>Create step by step guidance / standard operating procedures</li><li>Create training slides and give training briefs to SCIF custodians</li><li>Create and manage a task schedule</li><li>Communicate to SSO Navy on behalf of NRL SSO</li><li>Coordinating and scheduling meetings (including VTC and Microsoft Teams) and sending out e-mail invites / notifications</li><li>Create designation letters</li></ul> 
Basic Qualifications:<ul><li>
Requires a college or university degree. Minimum 4-6 years of relevant experience (mid-level). In lieu of degree, an additional 8 years of relevant experience can be substituted.</li><li>
Experience with ICD/ICS 705</li><li>
Experience primarily in physical security for SCI</li><li>
Experience using DISS.</li><li>
US Citizen. Top-Secret / SCI clearance (or SCI eligibility) Required.</li></ul> 
Preferred Qualifications:<ul><li>Customer service mentality. Good communication skills (oral and writing), including clearly informing SCIF custodians and customers of Department of Defense (DoD), Department of Navy (DoN), and NRL security requirements.</li><li>Very good organizational skills</li><li>JWICS e-mail and familiarity with DIA Security, SSO Navy, M3, Scattered Castles, and other JWICS websites</li><li>Pro-active tactical and strategic thinker and problem solver</li><li>Willing to learn other SCI related security functions:</li></ul><ul><li>
Personnel security &ndash; SCI pre-screening, nomination packages, reporting security infractions/violations, etc.</li><li>
Information security &ndash; proper labeling of media, packaging classified materials for mailing, security classification guides (SCG), etc.</li><li>
Cyber security &ndash; reviewing file transfers to other networks</li></ul> 
Work Location: Onsite
Compensation: $100,395.00 - $150,650.00. The salary range posted is for Washington, DC locations. The offered rate will be based on the selected candidate&rsquo;s knowledge, skills, abilities, and/or experience, contract affordability, and in consideration of internal parity.
Benefits:
KBR offers a selection of competitive lifestyle benefits which could include 401K plan with company match, medical, dental, vision, life insurance, AD&amp;D, flexible spending account, disability, paid time off, or flexible work schedule. We support career advancement through professional training and development.
#LI-ML2
Belong, Connect and Grow at KBR 
 
At KBR, we are passionate about our people and our Zero Harm culture. These inform all that we do and are at the heart of our commitment to, and ongoing journey toward being a People First company. That commitment is central to our team of team&rsquo;s philosophy and fosters an environment where everyone can Belong, Connect and Grow. We Deliver &ndash; Together.
KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.</div>

Sr. Security Specialist - SSO

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 Call Center Analyst - Application Support for a Full-Time position.
Job Summary:
We are currently seeking an Applications Service Center Analyst (FM/HR - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and chat. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role
Essential Functions:<ul><li>
Mixture Transactional Based/Consultative Based interactions</li><li>
Handling incoming phone requests from customers</li><li>
Handling incoming electronic requests (Chat, Email) from customers</li><li>
Creating, tracking and resolving application incidents and service requests.</li><li>
Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs) 
Able to make decisions quickly, be decisive</li><li>
Researching customer request to ensure accurate information and resolutions are provided</li><li>
Escalating customer requests that cannot be handled at the Service Center to the appropriate 
support team</li><li>
Using customer service skills to clarify customer issues and requests to ensure proper resolution or 
escalation</li><li>
Creating, updating and retiring service center knowledge documentation 
Attend and participate in team meetings to surface and discuss process improvements and service 
offering changes</li></ul>
Education:<ul><li>
High school diploma or equivalent. Bachelor's Degree preferred.</li><li>
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire</li></ul>
Knowledge Requirements:<ul><li>
Critical thinking skills</li><li>
Active listening skills and effective communication strategies</li><li>
Enterprise ticketing application experience - BMC Remedy Service Management experience preferred</li><li>
Human Resource application support experience preferred</li></ul>
Preferred Qualifications:<ul><li>
Deliverables Include:</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><li>
MS O365</li></ul>
Experience:
Two (2) + years of customer service experience. Service desk or call center experience preferred.
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>

Call Center Analyst - Application Support

MOMENTUM

Welcome to the MOMENTUM Family! MOMENTUM is not just our company name; it is the highest value we deliver to our customers. We are a rapidly growing technology solutions company delivering innovative technology, engineering, and intelligence solutions across the DoD sector. The efforts of our high-capacity team ultimately strengthen our Nation and the warfighter.Our team is dispersed throughout the US, which means we value the diversity and unique collaboration that's fostered throughout our team. We work incredibly hard for our customers and believe deeply in our core values. We're a high-energy, high-growth team and we love to win.Mid IT SpecialistThis position performs IT support duties and related problem-solving using desktop IT support skills, demonstrating IT desktop experience, good judgment, and initiative. Works well both as part of a team as well as independently, successfully completing tasks while receiving only general guidance on assignments and solutions. Performs technical work at a professional level using standard techniques, concepts, and procedures. Competent to work independently on technical assignments and projects, meeting deadlines. Contributes to complex problem-solving. Must possess excellent IT technical skills, customer service skills, work independently, supporting users and resolving their IT issues while representing assigned service unit, follow directions, and be self-motivated to complete assignments, research and apply solutions.Typical duties include installing, maintaining, and administering desktop computer systems and associated peripherals including printers, monitors, switchboxes, business application software, and various operating systems.In this role, you will<ul><li>Install desktops, portable computers, peripherals, and software products for networked, classified and unclassified, and standalone environments.</li><li>Detect, diagnose, research solutions, and resolve desktop and portable computer software and hardware failures.</li><li>Provide users with information, guidance, and instruction on use of desktop and portable computer hardware and software.</li><li>Analyze and assess customer service requests and provide prompt technical solutions.</li><li>Conduct IT audits as assigned, in compliance with policies governing the administration, utilization, and acquisition of desktop and portable computer products.</li><li>Prepare progress/status reports and submit to team leads as required.</li><li>Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner.</li><li>Identify and document areas for process improvements.</li><li>Contact and effectively communicate with users by telephone, electronic communications, or in person.</li><li>Prepare equipment for reuse or surplus of property actions.</li><li>Provide technical support for customers assigned to remote locations as required.</li><li>Perform software and hardware upgrades and installations involving multiple computers, printers, multi-printers, and peripherals.</li><li>Coordinate the disassembly and reinstallation of IT equipment in support of office relocations and new buildings/locations.</li><li>Ability to lift up to 50lbs, must be physically able to walk, squat, bend, twist, lift, crawl under desks, reach out and above head, carry items, push and pull carts loaded with equipment.</li></ul>If you're right for this role, you have<ul><li>Demonstrated proficiency installing, maintaining, repairing desktop operating systems, business applications, desktop computer hardware, peripherals, and printers.</li><li>IT Certifications applicable to desktop and mobile computer support desired Experience providing excellent customer service</li></ul>Required:<ul><li>Bachelor&rsquo;s degree in the discipline and one year of experience or 5 years of equivalent experience</li><li>TS clearance required.</li></ul>Preferred:<ul><li>IT Certifications applicable to desktop and mobile computer support desired</li><li>Experience providing excellent customer service</li></ul>To learn more about our us, check out our website at www.gomomentum.tech!MOMENTUM is an EEO/M/F/Veteran/Disabled Employer:We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Accommodations:Consistent with the Americans with Disabilities Act (ADA) and Alabama civil rights law, it is the policy of Momentum to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process. If reasonable accommodation is needed, please include request when applying.Job Types: Contract, Full-timePay: $55,000.00 - $60,000.00 per yearBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Employee assistance program</li><li>Flexible schedule</li><li>Health insurance</li><li>Life insurance</li><li>Paid time off</li><li>Professional development assistance</li><li>Referral program</li><li>Vision insurance</li></ul>Education:<ul><li>Bachelor's (Preferred)</li></ul>Experience:<ul><li>Customer service: 3 years (Preferred)</li><li>IT support: 3 years (Preferred)</li><li>Break/Fix: 3 years (Preferred)</li></ul>Security clearance:<ul><li>Top Secret (Required)</li></ul>Work Location: In person

Mid IT Specialist

Invictus Capital Partners

<div><h3 class="jobSectionHeader">Description</h3><div> 
Invictus Capital Partners is seeking an IT Service Desk Analyst in our Washington DC office. This position will serve as the first point of contact for technical issues for internal and remote employees, be responsible for providing exceptional customer service while completing a variety of desktop and help desk support activities at corporate headquarters for all Verus Mortgage employees/ Invictus Capital Partners. Handles routine day-to-day problems regarding PC&rsquo;s, hardware, software, and network/ZTNA issues. 
 
The IT Service Desk Analyst will require strong hardware, software, customer service and interpersonal skills. Very strong problem-solving skills will be essential, along with desktop operating systems, application support and network (Active Directory) experience. The position requires a self-motivated, detail-oriented, collaborative team player who will respond to incoming service requests from users in a prompt and courteous manner. 
 
This is a fully onsite role based in Washington, DC, with standard business hours of 8:00 AM &ndash; 5:00 PM, Monday through Friday.</div><h3 class="jobSectionHeader"> 
Key Responsibilities</h3> 
<ul>
<li>
Serve as the first point of contact for IT support requests via ServiceNow, Microsoft Teams, Outlook, phone, and in person</li>
<li>Provide hands-on technical support for hardware, software, peripherals, and connectivity issues</li>
<li>Troubleshoot and resolve issues related to Windows 11, Microsoft 365, ZTNA, printers, and business applications</li>
<li>Respond to incidents and service requests within defined SLAs; escalate when necessary</li>
<li>Deliver remote support using phone, video conferencing, and secure remote access tools</li>
<li>Perform root cause analysis for recurring issues and recommend preventive solutions</li>
<li>Build, re-image, and deploy Windows 11 devices using Windows Autopilot aligned with corporate standards</li>
<li>Configure and deploy full workstation setups (monitors, docking stations, peripherals, RingCentral phones)</li>
<li>Install and maintain required applications and endpoint security tools</li>
<li>Ensure all endpoints meet security, compliance, and patching requirements prior to deployment</li>
<li>Perform hardware diagnostics, repairs, and coordinate warranty services</li>
<li>Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID (Azure AD)</li>
<li>Manage Microsoft 365 licenses, mailboxes, distribution lists, and shared mailboxes</li>
<li>Configure and maintain access to enterprise platforms (ShareFile, RingCentral, ZTNA/FortiCloud)</li>
<li>Enforce IT and Information Security policies (password standards, MFA, least-privilege access)</li>
<li>Support Duo MFA and YubiKey setup, troubleshooting, and replacement</li>
<li>Execute end-to-end IT onboarding, including account provisioning, equipment setup, and day-one readiness</li>
<li>Coordinate onboarding for both onsite and remote employees</li>
<li>Prepare, package, ship, and track IT equipment for remote users</li>
<li>Process offboarding by disabling accounts, revoking access, and coordinating equipment returns</li>
<li>Sanitize, re-image, and securely decommission devices per company policy</li>
<li>Generate shipping labels and manage inbound/outbound equipment logistics</li>
<li>Maintain accurate inventory of laptops, peripherals, and IT assets</li>
<li>Track asset lifecycle (deployment, repair, reassignment, retirement)</li>
<li>Manage incoming hardware deliveries and stage equipment for deployment</li>
<li>Ensure adherence to IT, security, and change management policies (ServiceNow)</li>
<li>Create and maintain technical documentation, SOPs, and knowledge base articles</li>
<li>Perform daily IT operational checklists</li>
<li>Support IT Operations and Security teams with projects (disaster recovery testing, system upgrades, office moves)</li>
<li>Properly dispose of IT equipment and waste according to company procedures</li></ul> 
<h3 class="jobSectionHeader">
Skills, Knowledge and Expertise</h3> 
<ul>
<li>
High School Diploma or equivalent. Associate degree preferable, but not required</li>
<li>3+ years of experience with an IT Help Desk/Desktop Support focus</li>
<li>Must have excellent, customer service, interpersonal, written and verbal communication skills.</li>
<li>Very strong Experience providing email support, including Microsoft Outlook, and Office 365 applications.</li>
<li>Strong working knowledge of Active Directory Authentication including user account creation, deletion and password reset functionality.</li>
<li>Experience with computer imaging and desktop operating systems, Windows 11</li>
<li>Experience providing network support, including LAN, Wireless, and VPN troubleshooting</li>
<li>Very strong problem solving, analytical, troubleshooting, and technical support skills</li>
<li>Excellent time management skills, ability to effectively prioritize and execute tasks, multitask, ability to adapt to new technology changes, remain flexible and continue to learn new processes</li>
<li>Must have very strong experience interacting with people remotely and face-to-face</li>
<li>Possess a strong ability to adapt to evolving tasks and embrace continuous learning opportunities</li>
</ul><div>Preferred Skills/Experience</div><ul>
<li>Experience with service desk ticketing systems</li>
<li>Experience in supporting office network printers, VOIP phone system, office building security badge systems, mobile device email setup and connectivity</li>
<li>Strong knowledge of computer hardware and software, including Dell, Lenovo, Apple, Microsoft, Adobe, internet browsers, etc.</li>
<li>Familiarity with remote software tools</li>
<li>Poven experience in successfully managing or contributing to large scale projects</li>
</ul><div> 
Key Competencies</div><ul>
<li>Technical Troubleshooting: Diagnoses and resolves a wide range of IT issues efficiently</li>
<li>Customer Service Excellence: Delivers responsive, professional support to end users</li>
<li>Problem Solving: Identifies root causes and implements effective solutions</li>
<li>Time Management: Prioritizes and manages multiple requests in a fast-paced environment</li>
<li>Adaptability &amp; Learning Agility: Quickly adapts to new technologies and evolving processes</li>
</ul><div> 
How This Role Demonstrates Our Values</div><ul>
<li>Integrity: Ensures secure handling of systems, data, and user access in alignment with policies</li>
<li>Collaboration: Works closely with IT teams and end users to resolve issues and improve service delivery</li>
<li>Excellence: Provides high-quality, timely support that enhances employee productivity</li>
<li>Critical Curiosity: Continuously learns new technologies and seeks opportunities to improve IT processes</li></ul> 
<h3 class="jobSectionHeader">
Benefits</h3> 
<ul>
<li>
Great compensation package, including competitive base pay</li>
<li>Discretionary annual bonus opportunity</li>
<li>Invictus medical, dental and vision is covered at 100% for all tiers.</li>
<li>We offer FSA&rsquo;s for healthcare, dependent care, transit and commuter costs.</li>
<li>Safe harbor 401(k) match of 4%; employees need 3-months of service to be eligible to participate. No vesting after that.</li>
<li>$80 per month cell phone reimbursement.</li>
<li>20 Days of PTO accrued at the beginning of the year, 10 company holidays plus sick time.</li>
<li>Tuition Reimbursement</li></ul> 
<h3 class="jobSectionHeader">
About Invictus Capital Partners</h3><div>
Invictus Capital Partners, LP (&ldquo;Invictus&rdquo;), a leading investment firm, and its subsidiary Verus Residential Loanco, LLC (&ldquo;Verus,&rdquo; and together with Invictus, the &ldquo;Companies&rdquo;), manage and oversee investments in Non-Agency single family residential mortgage loans. Invictus is located in Washington, D.C. and has approximately 50 employees, and Verus is located in Minneapolis and has approximately 200 employees. The Companies have overseen the acquisition of over $38 billion of mortgage loans since their inception. In addition, Invictus manages over $19 billion in gross assets and has completed over 70 rated securitizations. Interested candidates can learn more about the Companies by visiting www.invictuscp.com and www.verusmc.com.</div></div>

Service Desk Analyst

ADVANCED NETWORK CONSULTING

<div>Description:

The Office of Human Rights is seeking an experienced and highly skilled IT Support Specialist with 6+ years of hands-on IT support experience to serve as the primary point of contact for technical issues, troubleshooting, user support, endpoint administration, and ensuring a smooth day-to-day technical operation.
This role is a great fit for someone who enjoys solving problems, mentoring junior technicians, owning issues end-to-end, and improving processes.
Key responsibilities include but are not limited to;
Technical Support<ul><li>
Provide Tier 1&ndash;3 support for hardware, software, network, and account issues.</li><li>
Diagnose and resolve escalated incidents involving Windows/macOS, Microsoft 365, VPN, networks, and business applications.</li><li>
Perform root cause analysis for recurring incidents and develop long-term solutions.</li></ul>
User Assistance &amp; Leadership<ul><li>
Deliver professional, customer-focused support to end users, including executive-level staff.</li><li>
Mentor junior staff by providing guidance on troubleshooting, documentation, and best practices.</li><li>
Train users on new technologies, tools, and upgrades.</li><li>
Ensure agency comply with District wide training requirements, IT, data, and telecommunication policies</li></ul>
Endpoint &amp; Device Administration<ul><li>
Manage deployment, imaging, configuration, and refresh cycles for laptops and telecommunication devices.</li><li>
Administer endpoint management solutions to manage devices in bulk rather than individually.</li><li>
Maintain hardware inventory, lifecycle planning, and warranty tracking.</li></ul>
Networking &amp; Systems<ul><li>
Troubleshoot Wi-Fi, Ethernet, VPN, DNS, DHCP, VoIP, and printing issues.</li><li>
Collaborate with Systems and Network teams including, OCTO, during incidents and scheduled maintenance.</li></ul>
Case Management System Support<ul><li>
Provide IT support for the organization&rsquo;s case management system, including access, troubleshooting, and updates.</li><li>
Work with vendors or internal teams to resolve escalated system issues.</li></ul>
Standards, Procedures and Governance<ul><li>
Ensure IT project life cycles comply with District standards, procedures, and required documentation.</li></ul>
IT &amp; Telecommunications Support Operations<ul><li>
Plan, coordinate, and monitor daily IT and telecommunication support activities to ensure timely resolution and service quality.</li><li>
Prioritize incoming requests, track progress, and maintain performance</li></ul>
Security &amp; Compliance<ul><li>
Support audits, asset tracking and inventory, and compliance with IT security and operational policies.</li></ul>
Process &amp; Documentation<ul><li>
Maintain and improve IT documentation, SOPs, and knowledge base articles.</li><li>
Recommend and implement service improvements and automation opportunities.</li></ul>
Data Migration<ul><li>
Plan and execute data migration activities between systems or platforms.</li><li>
Validate migrated data and resolve issues related to data transfer or system integration.</li></ul>
Additional Duties<ul><li>
Other duties as assigned.</li></ul>
Requirements:
Bachelor&rsquo;s degree in Information Technology or related field or equivalent experience<ul><li>-Required 10 Years</li>
Strong expertise in: Windows 11; macOS, Microsoft 365, Teams, Outlook, SharePoint/OneDrive<li>-Required 6 Years</li>
Strong expertise in endpoint management tools (Intune preferred; SCCM/JAMF a plus)<li>-Required 6 Years</li>
Strong expertise in basic networking concepts (TCP/IP, DNS, DHCP, routing, Wi-Fi)<li>-Required 6 Years</li>
Strong expertise in hardware setup, configuration, imaging tools, and device lifecycle management<li>-Required 6 Years</li>
Experience supporting remote, hybrid, and on-site users<li>-Required 6 Years</li>
Demonstrated ability to solve complex issues independently<li>-Required 6 Years</li>
Excellent communication, customer service, and technical documentation skills<li>-Required 6 Years</li>
Administer support across multiple office locations<li>-Required</li>
Ability to effectively work in a hybrid environment<li>-Required</li>
Ability to move IT equipment (up to ~35 lbs.)<li>-Required</li>
ITIL Certification<li>-Highly desired</li></ul></div>

OHR IT Specialist (799739)

General Dynamics Information Technology

<div>
 
 
 Job Description:
 
 
 
 
 
 Type of Requisition:
 
 
 
 Regular
 
 
 
 
 Clearance Level Must Currently Possess:
 
 
 
 
 Top Secret
 
 
 
 
 Clearance Level Must Be Able To Obtain:
 
 
 
 
 Top Secret/SCI
 
 
 
 
 Public Trust/Other Required:
 
 
 
 
 None
 
 
 
 
 Job Family:
 
 
 
 
 Technical Support Services
 
 
 
 
 Skills:
 
 
 
 
 
 Job Qualifications:
 
 
 
 Customer Service, Information Technology (IT) Support, Problem Resolution
 
 
 
 
 Certifications:
 
 
 
 
 None
 
 
 
 
 Experience:
 
 
 
 
 4 + years of related experience
 
 
 
 
 US Citizenship Required:
 
 
 
 
 Yes
 
 
 
 
 Job Description:
 
 
 
 
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 Shift options listed at the bottom.
 
 
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 GDIT has an amazing opportunity for a Help Desk Technician to provide world-class IT support to our prestigious clientele at the highest levels of the federal government in the heart of our nation&rsquo;s capital. As a Help Desk Technician, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible. You bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
 
 
 Transform technology into opportunity as a Help Desk Technician with GDIT. A career in IT means connecting and enhancing the systems that matter most. In this role, you are the foundation of our overall approach to executive IT support. You act as the first point of contact for our government client and exhibit the exceptional technical and customer service skills to resolve issues as quickly and efficiently as possible.
 
 
 At GDIT, people are our differentiator. As a Help Desk Technician, you will help ensure today is safe and tomorrow is smarter. Our work depends on a Help Desk Technician joining our team to bring professionalism and initiative to a fast-paced environment that offers extensive options for training, certification, and career advancement. When we succeed, you succeed and together our best becomes better.
 
 
 
 How a Help Desk Technician Will Make An Impact:
 
 
 
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 Providing a high level of technical support and service to our onsite and remote customers.
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 Demonstrating attention to detail, problem solving, and desire to provide a great customer experience.
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 Delivering excellent customer service via phone, chat, email, tickets and deskside support.
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 Supporting on-site installation and repair of desktops, notebooks, printers, iPads, and peripherals.
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 Troubleshooting and resolving issues with both Microsoft Windows and MacOS.
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 Diagnoses hardware, software, and user problems and recommends corrective actions or procedural changes.
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 Supporting Microsoft Office 365 and Active Directory products.
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 Documenting and tracking customer incidents and requests via ticketing management system.
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 Following resolution process and efficiently escalating tickets to appropriate teams when applicable.
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 Isolating and resolving issues with individual workstations.
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 Using advanced skills to set up shared drives, map network drives, install and update software, etc.
 
 
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 What You&rsquo;ll Need To Succeed:
 
 
 
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 Required Experience: Bachelors' Degree in IT or related discipline or a minimum of 4 years of related experience
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 Required Technical Skills: Technical support, networking, application support, problem solving.
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 Required Certifications: CompTIA Security+ required within 6 months of start date
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 Security Clearance Level: Active Top Secret with SCI Eligibility
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 Required Skills and Abilities: Excellent verbal and written communication, collaborative and adaptable. Must be able to pass a basic English Language assessment test.
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 Location: On Customer Site, Washington, District of Columbia
 
 
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 Mon-Fri shift
 
 
 
 
 Option 1: 0800 - 1630 (+2 weekends a month + covering occasional other shifts)
 
 
 
 
 
 Afternoons:
 
 
 
 
 
 Option 2: 1600-0000 Sat-Wed
 
 
 Option 3: 1600-0000 Thu-Mon
 
 
 
 
 
 Overnights:
 
 
 
 
 
 Option 4: 0000-0800 Sat-Wed
 
 
 Option 5: 0000-0800 Thu-Mon
 
 
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 everyone must work 4 holidays a year
 
 
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 The likely hourly rate for this position is between $26.44 - $35.78. 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.
 
 
 
 
 Scheduled Weekly Hours:
 
 
 
 
 40
 
 
 
 
 Travel Required:
 
 
 
 
 10-25%
 
 
 
 
 Telecommuting Options:
 
 
 
 
 Onsite
 
 
 
 Work Location:
 
 
 
 USA DC Washington
 
 
 
 Additional Work Locations:
 
 
 
 
 
 Total Rewards At GDIT:
 
 
 
 
 Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.
 
 
 We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 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 capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.
 
 
 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
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Associate Help Desk Technician - All shifts available - Active Top Secret required

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