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DC PUBLIC LIBRARY

<div><div><div><div><p><b>JOB SUMMARY</b></p><p>
DC Public Library Office of Information Technology supports a larger, multi-site network environment of wired and wireless staff and public workstations connected to cloud-hosted servers and applications within and outside the District of Columbia.</p><p>
This position is located in the Office of Information Technology and Systems (ITS), District of Columbia Public Library. The incumbent provides customer support to neighborhood services and other library units, and provides prompt resolutions of trouble tickets generated by staff responsible for the public computing access network and the administrative network. The incumbent also acts as a liaison with neighborhood library and central library staff to update and maintain software and hardware for public and staff use. The incumbent provides backup support for the public access and print management system.</p><p></p><p><b><br>
DUTIES AND RESPONSIBILITY</b></p><ul><li>
Sets up, maintains and troubleshoots workstation and server operating systems. Installs computers, monitors, printers, scanners, and related equipment, ensuring compatibility of hardware and considering the needs of the user at all DCPL locations</li><li>
Enters and updates service requests in problem tracking and resolution databases (e.g. Remedy).</li><li>
Diagnoses and resolves problems in response to customer reported incidents and needs.</li><li>
Assists with desktop application enhancement programs.</li><li>
Organizes and conducts appropriate public access training meetings for library services staff.</li><li>
Performs quality control on contracted support staff work.</li><li>
Partitions and formats hard drives, loads operating system, and selects appropriate configurations; sets up server options.</li><li>
Installs and configures off the shelf applications, programs, including word processing, spreadsheet, database, and presentation software. Instructs customers in person, via email and by telephone, in use of hardware and software, security procedures</li><li>
Responds to calls about malfunctions, troubleshoots both hardware and software to identify and resolve problems and makes repairs, if necessary. Maintains records in IT help desk and asset tracking systems.</li><li>
Develops and updates IT documentation. Instructs customers in the operation of digital telephone service, and voice mail. Troubleshoots basic telephone and cabling problems<b>.</b></li><li>
Performs other duties as assigned</li></ul><p></p><p><b><br>
MINIMUM QUALIFICATIONS REQUIREMENTS</b></p><ul><li>
Must possess a minimum of an associate&rsquo;s degree from an accredited institution</li><li>
A minimum of three (3) years of experience in the implementation of microcomputer hardware and software and related peripherals, management of operating systems and application programs and direct involvement with users.</li><li>
Must have successfully completed at least one (1) year of specialized experience at the next lower grade level (CS 9).</li><li>
Knowledge of Microsoft Windows Client and Server operating systems, Active Directory, Group Policy and TCP/IP</li><li>
Knowledge of Internet working communications principles regarding LAN-to-LAN and LAN-to-WAN bridging and routing.</li><li>
Knowledge of advanced Microsoft Windows desktop support and administration principles.</li><li>
Knowledge of the District&rsquo;s network architecture to ensure homogeneous interconnecting networks within the broader wide area network.</li><li>
Ability to speak and write clearly and effectively and to deal with others in a diplomatic but persuasive manner.</li></ul><p></p><p><b><br>
LICENSES AND CERTIFICATIONS</b></p><p>
Microsoft (i.e. MCP, MCSE, MCSA) and Apple (i.e. ACMT, ACDT or ACPT) certifications preferred.</p><p></p><p><b><br>
WORKING CONDITIONS/ENVIRONMENT</b></p><p>
The work is performed in an office setting.</p><p></p><p><b><br>
REFERENCE CHECK</b></p><p>
All applicants who are current or former District of Columbia Government employees will be subject to a background examination prior to the issuance of a conditional offer of employment. This review will include coordination with District agencies where the applicant is currently or was previously employed. The purpose of this examination is to verify the applicant&rsquo;s employment standing and determine eligibility for rehire, reassignment, or promotion within the District government. Applicants found not to be in good standing may be deemed ineligible for further consideration.</p><p>
By applying to this vacancy announcement, you hereby authorize the District of Columbia Public Library to conduct a background examination and reference check, including coordination with any District agencies where you are currently or were previously employed, to verify your employment standing and assess your eligibility for continued employment consideration.</p><p></p><p><b><br>
GENERAL SUITABILITY SCREENING</b></p><p>
This position is subject to general suitability screening; verification of employment history, reference checks and degree/license, as applicable. The appointee to the position may be offered employment contingent upon receipt of a satisfactory general suitability screening.</p><p></p><p><b><br>
OTHER SIGNIFICANT FACTORS</b></p><p><b>
Type of Appointment:</b> Career Service Full Time Appointment</p><p><b>
Tour of Duty/Schedule: </b>This position primarily works rotating shifts, including working evenings, weekends, and coverage during busy periods to support operational needs.</p><p><b>
Collective Bargaining Unit: </b>This position is in the collective bargaining unit.</p><p><b>
Telework:</b> At the discretion of the incumbent&rsquo;s supervisor</p><p><b>
Appointed Salary - </b>The selected incumbent will be appointed at the appropriate salary rate of an CS 11 based on the DPM's guidelines.</p><p><b>
Budgeted Salary - </b>This position is budgeted for a minimum salary of $74,893 to a maximum salary of $84,517.</p><p></p><p><b><br>
IMPORTANT NOTE: </b>We appreciate every applicant&rsquo;s interest. However, only those who meet the qualifications and are considered by the hiring committee or interview panel will be contacted for the next steps in the recruitment process.</p><p></p><p><b><br>
RESIDENCY REQUIREMENT</b></p><p>
A person applying for a position in the Career Service, Educational Service, Management Supervisory Service, an attorney position in the Legal Service (series 905) other than the Senior Executive Attorney Service (SEAS), or an attorney position in the Excepted Service (series 950) who is a bona fide District resident AT THE TIME OF APPLICATION for the position, may be awarded a 10-point residency preference over non-District applicants, unless the person declines the preference points. If selected the person shall be required to present no less than 8 proofs of bona fide District residency and maintain such residency for 7 consecutive years from the effective date of the appointment. Failure to maintain bona fide District residency for the 7-year period will result in forfeiture of employment.</p><p></p><p><b><br>
EMPLOYMENT BENEFITS</b></p><p>
Selectee will be eligible for health and life insurance, annual (vacation) and sick leave and will be covered under the District of Columbia government's retirement plan. However, if selectee was previously employed in the District of Columbia government under an appointment for which he/she was eligible for Civil Service Retirement (CSR), contributions to CSR will resume upon re-employment.</p><p></p><p><b><br>
EQUAL EMPLOYMENT OPPORTUNITY</b></p><p>
The District of Columbia Government is 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, gender identity or expression, family responsibilities, matriculation, political affiliation, genetic information, disability. Sexual harassment is a form of sex discrimination, which is also prohibited. In addition, harassment based on any of the above-protected categories is prohibited.</p></div></div></div></div><p></p>

IT Specialist (Customer Support)

Planned Parenthood

Why Planned Parenthood?
<br><br>
Working at Planned Parenthood Great Northwest, Hawai’i, Alaska, Indiana, Kentucky is more than a job. It provides the opportunity to contribute to our powerful mission and perform meaningful work.
<br><br>
In healthcare services, this means a commitment to providing the absolute best in patient care and education. Our exceptional health center staff drives our mission forward by upholding our acclaimed customer service & confidentiality standards, and working to create a safe, judgement-free space for anyone seeking Planned Parenthood services.
<br><br>
About our HR Operations Specialist position
<br><br>
The HR Operations Coordinator supports the day-to-day execution of human resources operations by ensuring accurate administrative processes, compliant recordkeeping, and consistent coordination across HR systems. This position serves as a critical operational support to payroll processing, employee data management, and HR compliance activities, and serves as the initial point of support for human resources related support tickets.
<br>The HR Operations Coordinator is highly detail-oriented, process driven, and trusted to handle highly confidential information with discretion. This role backs up payroll functions, audits and reporting, and ensures HR documentation is accurate, complete, compliant and well maintained in accordance with legal and organizational requirements.
<br><br>
What will you be doing!
<br><br>
<b>Key Responsibilities:</b><br>
Payroll, Timekeeping Support & Backup
<br><ul>
<li>Serve as back up for bi-weekly payroll processing, ensuring accuracy and timelines when Payroll Specialist is unavailable.</li>
<li>Update employee payroll records and perform calculations, including but not limited to: rate of pay, bonuses and other forms of compensation, union dues, time-of-balances, final payouts.</li>
<li>Assist with resolving discrepancies in coordination with Payroll Specialist and managers.</li>
<li>Collaborate with the Payroll Specialist and Benefit Specialist to ensure accurate employee including timesheets, tax withholdings and benefit deductions.</li>
<li>Run payroll and union reports on a monthly and/or quarterly cadence, as applicable, and distribute to internal stakeholder(s).</li>
</ul>
HR Operations & Administrative
<br><ul>
<li>Serve as the primary coordinator for HR operational processes including onboarding, offboarding, employee status changes and personnel file maintenance.</li>
<li>Conduct and coordinate the I-9 verification process including timely completion, document review, reverification, record retention and monthly audit.</li>
<li>Maintain accurate and up-to-date employee records in the HRIS and personnel files in compliance with record retention and accreditation requirements.</li>
<li>Prepare HR correspondence, reports, and documentation as needed.</li>
<li>Coordinate and create the internal HR newsletter including drafting content, gathering updates from HR and leadership, and employee resources in a clear and engaging format.</li>
<li>Send new hires Acclimation Survey and separating employees Exit Interview.</li>
<li>Facilitate employee recognition initiatives, including coordinating recognition activities, tracking milestones, and supporting engagement and morale efforts across the organization.</li>
<li>Organize and track HR related invoices for review and approval.</li>
<li>Other duties as assigned.</li>
</ul>
Employee Support & HR Ticket Requests
<br><ul>
<li>Monitor and respond to incoming HR Tier 1 support requests via the HR ticketing system and shared inbox.</li>
<li>Route requests to appropriate HR teams members and track resolution timelines.</li>
<li>Identifying recurring issues and escalate to HR leadership, as needed.</li>
</ul>
<b>Minimum Qualifications:</b><br>
<ul>
<li>High School Diploma, GED, or equivalent.</li>
<li>A minimum of 2 years of directly related experience.</li>
</ul>
<b>Preferred Qualifications:</b><br>
<ul>
<li>Experience with Dayforce</li>
</ul>
<b>Salary Range:</b><br>
<b>Hawaii:</b> $23.99 - $ 39.98 hourly
<br><b>Alaska:</b> $25.32 - $42.20
<br><b>Indiana, Kentucky, Idaho:</b> $22.65 - $37.76
<br><b>Washington:</b> $26.65 - $44.42
<br><br>
<b>Position Type:</b><br>
Full-time
<br>This position is a union position.
<br><br>
<b>Benefits Eligibility:</b><br>
This position is eligible for PPGNHAIK benefits. As part of our total compensation, we provide a comprehensive benefits plan including medical, dental and vision plans, retirement, paid time off, short and long-term disability and life insurance. For additional information about our benefits program, please send an email to hre.contacts@ppgnhaik.org.
<br><br>
<b>Other Information:</b><br>
All new hires are strongly recommended to have the COVID-19 vaccination, including boosters. All new hires hired between September and April must present proof of receiving a current flu shot.
<br>What we expect from you.
<br><ul>
<li>That you adhere to our code of conduct, policies, procedures, and protocols.</li>
<li>That you always demonstrate a high degree of professionalism.</li>
<li>That you always support and model our customer service standards.</li>
<li>That you value continuous learning and seek ongoing training and development.</li>
</ul>
<b>Our commitment to diversity:</b><br>
At PPGNHAIK, we’ve outlined our priorities and goals as we continue to cultivate and promote a diverse, equitable, & inclusive culture that champions dignity, care, and respect, and where employees feel welcomed and motivated to do their best. These priorities reflect our promise to support programs and initiatives that promote continuous learning and organizational development and discussions on DEI topics; provide internal developmental opportunities; and assess what more we can do to nurture a supportive and equitable work environment.
<br>Equal Employment Opportunity
<br>PPGNHAIK is an Equal Opportunity Employer. Equal Opportunity will be provided to all employees and applicants for employment on the basis of their ability and competence without unlawful discrimination on the basis of their race, color, ethnicity, national origin, gender, gender identity, gender expression, sexual orientation, religion, protected veteran status, marital status, age, disability, or any other status protected by applicable state or federal law.

HR Operations Specialist (WA)Human Resources

RedMatter Solutions

<div>Description:
<p><b>
Position Overview</b></p><p>
We are seeking a Risk, Compliance, and Quality Assurance Specialist to support a large-scale Identity, Credential, and Access Management (ICAM) modernization initiative for a federal customer. This role is responsible for ensuring that modernized identity services and platforms comply with applicable security standards, regulatory requirements, and organizational policies while maintaining high-quality, consistent, and auditable delivery. The specialist will ensure that new capabilities are compliant, secure, and aligned with federal Zero Trust and identity governance objectives.</p>
Requirements:
<p><b>
Key Responsibilities</b></p><h3 class="jobSectionHeader"><b>
Risk &amp; Compliance</b></h3><ul><li>
Ensure modern ICAM solutions comply with federal standards and frameworks (e.g., NIST SP 800-63, FICAM, OMB M-22-09, Zero Trust Architecture guidance)</li><li>
Conduct risk assessments across modern identity platforms, authentication mechanisms, and access controls</li><li>
Identify, document, and track security and compliance risks within the modernized environment; maintain and support the program Risk Register</li><li>
Support ATO processes for modern systems, including control validation, documentation, and audit readiness</li><li>
Evaluate integrations with external identity providers (e.g., login.gov, ID.me, external Entra tenants) for compliance and security risks</li></ul><h3 class="jobSectionHeader"><b>
Quality Assurance &amp; Testing Oversight</b></h3><ul><li>
Establish and enforce QA standards for modern ICAM implementations, including identity lifecycle, federation, and PAM solutions</li><li>
Validate that testing processes (functional, security, integration) meet program and federal requirements</li><li>
Review releases and enhancements to ensure compliance with established quality benchmarks</li><li>
Collaborate with engineering teams to ensure consistent, reliable identity service delivery in the modernized architecture</li></ul><h3 class="jobSectionHeader"><b>
Governance &amp; Policy Alignment</b></h3><ul><li>
Develop and maintain compliance documentation, SOPs, and audit artifacts for the modern ICAM environment</li><li>
Ensure alignment with identity governance policies, including RBAC/ABAC/PBAC models and least privilege principles</li><li>
Support continuous monitoring efforts, including integration with SIEM tools (e.g., Splunk)</li><li>
Provide guidance on policy enforcement across cloud-native and modern identity services=</li></ul><h3 class="jobSectionHeader"><b>
Stakeholder Engagement</b></h3><ul><li>
Work closely with program leadership, security teams, and system owners to ensure compliance and quality objectives are met</li><li>
Support audits, inspections, and reporting activities with federal stakeholders</li><li>
Provide recommendations to improve risk posture and operational maturity of the modernized ICAM solution</li></ul><p><b><br>
Required Qualifications</b></p><ul><li>
7+ years of experience in risk management, compliance, or quality assurance within cybersecurity or ICAM environments</li><li>
Experience supporting federal IT systems and compliance frameworks</li><li>
Demonstrated experience with ATO processes, risk assessments, and audit support</li><li>
Strong understanding of identity and access management concepts, including authentication, authorization, federation, and privileged access</li><li>
Experience working in cloud-based and modern identity environments</li></ul><h3 class="jobSectionHeader"><b>
Required Certification (one of the following):</b></h3><ul><li>
Certified Information Privacy Professional/Government (CIPP/G)</li><li>
Certified Information Systems Auditor (CISA)</li><li>
Certified in Risk and Information Systems Control (CRISC)</li><li>
Certified Information Systems Security Professional (CISSP)</li></ul><p><b><br>
Preferred Qualifications</b></p><ul><li>
Experience supporting ICAM modernization or Zero Trust initiatives</li><li>
Familiarity with FICAM architecture and federal identity mandates</li><li>
Experience with identity governance, lifecycle management, and access certification processes</li><li>
Knowledge of continuous diagnostics and monitoring (CDM) and SIEM integration</li><li>
Strong analytical, documentation, and communication skills</li></ul></div>

Risk, Compliance, and Quality Assurance Specialist – Identity & Access Management Modernization

Collaboredge

<div><div><div><b>Short Description:</b></div>
<div></div>
<div>The Helpdesk Specialist is a first level rep to the OCTO technical support team. They answer a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Onsite:3 Days-12 hrs. shifts/1 Day every other week 8hrs</div>
<div></div>
<div><b>Complete Description:</b></div>
<div></div>
<div>The Office of the Chief Technology Officer is seeking a first level technical support representative. Who will be responsible for answering a variety of technical inquiries, documenting issues, and alerting senior staff in a timely fashion. Please view the roles and responsibilities below:
<br>
<br>
Work Arrangement / Schedule
<br>
<br>
Onsite - 6 PM - 6 AM: 3 Days-12 hrs shifts
<br>
<br>
Sunday: 9 AM - 6 PM: 1 Day every other week 8hrs
<br>
<br>
<b>Customer Support Entry Roles and Responsibilities</b><br>
</div>
<div>i. Answer calls in a dynamic IT operations environment, supporting multiple agencies</div>
<div><br>
ii. Provide desktop support for technical issues in a Call Center environment as well as off-site locations throughout the District of Columbia</div>
<div><br>
iii. Log and route service requests and incidents in an incident management system</div>
<div><br>
iv. Create and maintain knowledge articles in the agency's knowledge management system on a daily basis<br>
v. Provide a high level of customer service to end users on a daily basis</div>
<div><br>
vi. Provide technical expertise related to Microsoft Products, such as Microsoft Office, Windows operating systems, as well as other related Microsoft applications</div>
<div><br>
vii. Troubleshoot issues related to agency specific applications and web applications</div>
<div><br>
viii. Provide technical support for mobile devices, such as iPads, iPhones, Android devices and tablets</div>
<div><br>
ix. Collaborate with the IT leadership team to select and implement cost-effective technology for District</div>
<div><br>
x. Maintain service level agreements related to both Call Center and Desk Side support Service/Incident requests</div>
<div><br>
xi. Work with other technical teams to coordinate multi-tiered technical support for outages, widespread security incidents</div>
<div><br>
xii. Adhere to all Enterprise-wide security policies related to security and integrity of District-owned Resources</div><div><br>
<br>
</div><div><b>Candidate Skills Matrix:</b></div>
<div></div>
<div><i>Following sections are to be filled by the candidate:</i></div>
<div></div>
<div><b>Skills</b> | <b>Required/Desired</b> | <b>No. of Years</b> | <b>How many years of experience candidate has?
</b><br>
Bachelor&rsquo;s degree in IT or related field or equivalent experience | Required | 5 |
<br>
Customer service support experience in either a face to face or phone support role. | Required | 2 |
<br>
Excellent written and verbal communication skills in a professional setting | Required | 2 |
<br>
Provide technical support to computer system users by telephone, email, and etc. | Required | 1 |
<br>
Maintain computers, systems, and printers in a professional setting | Required | 1 |
<br>
Expertise in supporting desktop operating systems (Windows 10, 11, and Mac OSX 10.10.x) | Required | 1 |
<br>
Install and troubleshoot computer operating systems (Windows 10, 11, and Mac OSX 10.10.x) | Required | 1 |
<br>
Experience providing technical support in a call center environment where the candidate received multiple calls at once. | Required | 1 |
<br>
Provide customer-oriented results and build an efficient end-user support environment. | Required | 1 |
<br>
Experience with basic Active Directory functions such as account creations, password resets, and OU Management | Required | 1 |
<br>
Knowledge of Microsoft Office Suite (Office 365) | Required | 1 |
<br>
A Microsoft Certifications: MCP, Windows, 10, CompTIA A+ etc. | Highly desired | |</div><br>
<div></div>
<div></div>
<div><b>Background check:</b>
</div>
<div></div><ul><li>Extensive criminal history background check will be required. We cannot submit candidates with recent histories (go back seven years) of extensive driving, drug, robbery or any other illegal activity. Any criminal activity on the background check will eliminate the candidate from consideration. If selected, please make certain that you inform all candidates that they will have to complete this criminal background check prior to starting. NATIONAL background checks are required; Federal background checks are NOT compliant under this contract. A national background check is a national criminal background check that pulls criminal records from State and County Courts in almost every US State.</li></ul></div></div>

OCTO - Helpdesk Specialist Entry

Axiom Consultants

<div><b>**This is an upcoming opportunity contingent on contract award. Must currently hold a Public Trust Clearance. Must have extensive experience with ServiceNow.</b><br>
Axiom is looking for an <b>Information Specialist III</b> to serve as a senior-level Response Center professional responsible for handling complex customer inquiries across multiple communication channels and providing expert-level support on OJP programs, grant processes, and justice-related topics. This position requires cross-functional expertise across all Office of Justice Program (OJP) program offices and the ability to research, analyze, and respond to Tier 2 and Tier 3 inquiries related to criminal and juvenile justice systems, victim services, funding opportunities, and OJP resources. The Information Specialist III will utilize the ServiceNow CRM system to document interactions, maintain knowledge management resources, ensure compliance with accessibility requirements, and support surge operations during high-volume periods such as Notice of Funding Opportunity (NOFO) releases and major OJP announcements. This position also ensures all tasks and subtasks within the Response Center contract are being met on time, within budget, and with high satisfaction of OJP and its participating organizations.<p><b><i>
Minimum Experience:</i></b> Five years of progressively responsible experience in information services, customer support, research, or a related field, with demonstrated expertise in multi-channel customer relationship management, complex query resolution, and knowledge management systems.</p><p><b><i>
Education Requisite:</i></b> Bachelor's degree in library science, information science, criminal justice, public administration, communications, or a related field from an accredited institution.</p><br>
Axiom offers competitive compensation packages including comprehensive medical/dental/life insurance and matching 401(k) contribution.<p>
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities</p><p>
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)</p></div>

Information Specialist III

InfoTrack US

<div>
 <strong>
  About InfoTrack
  <br/>
  <br/>
 </strong>
 InfoTrack is a platform that seamlessly connects law firms to the courts and to the services that they need to litigate successfully. We're global leaders in legal technology with unparalleled expertise in forging integrations that can drastically improve the efficiency of law firms and the legal system.
 <br/>
 <br/>
 As a highly ambitious company, we know that our people are critical to our success. That's why we're passionate about fostering a high-performance culture built on professional development, open communication, and transparent leadership. If you're smart, dedicated, and eager to help build a market-leading solution that makes a difference in the lives of our clients, join us.
 <br/>
 <br/>
 <strong>
  About The Role
  <br/>
  <br/>
 </strong>
 In your role as a Customer Support Specialist, you are committed to delivering exceptional customer experiences and ensuring our clients maximize the value of our software. As we continue to grow, you are dedicated to being the first point of contact, and the friendly voice answering questions about our products and services, and providing world-class customer support, troubleshooting, and technical support.
 <br/>
 <br/>
 This is a remote role, based in Pacific Time.
 <br/>
 <br/>
 <strong>
  Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Develop a comprehensive understanding of our legal tech solutions, staying up to date with new features and updates, and sharing this knowledge with clients to optimize their experience.
  </li>
  <li>
   Gain knowledge about our clients, who are primarily law firms and legal professionals, and obtain a deep understanding of their unique needs.
  </li>
  <li>
   Understand and learn how to use our client success tools, including Salesforce, Dialpad, and our own services to track and update client orders.
  </li>
  <li>
   Handle and resolve customer concerns and issues promptly, ensuring a high level of customer satisfaction and retention.
  </li>
  <li>
   Provide top-notch technical support to clients, including troubleshooting software issues, answering inquiries, and guiding them through the effective use of our products.
  </li>
  <li>
   Track cases through to resolution. Escalate cases to other departments or technical leads as required.
  </li>
  <li>
   Maintain accurate and detailed records of client interactions and support requests.
  </li>
  <li>
   Act as the voice of the customer by collecting feedback, suggestions, and pain points to help improve our products and services continually.
  </li>
  <li>
   Participate in regular performance and development meetings with your direct manager. Track and be responsive to your KPI's, which will include average handling time, contacts per day, and customer satisfaction scores.
  </li>
  <li>
   Assist with any, and all task to ensure customer satisfaction.
  </li>
  <li>
   Contribute to the success of the team and the company.
  </li>
  <li>
   Able to work collaboratively and cross-functionally with different departments.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 Knowledge and Skills:
 <br/>
 <br/>
 <ul>
  <li>
   You're passionate about technology and for helping others to understand and use it.
  </li>
  <li>
   Excellent communication skills
  </li>
  <li>
   Strong interpersonal communication skills
  </li>
  <li>
   Computer savvy&mdash;we sell software, so you need to be someone who can quickly learn how to use new technology and new websites and explain how they work to others. You should be comfortable using
  </li>
  <li>
   Microsoft Office products, like Word and PowerPoint
  </li>
  <li>
   Knowledge of legal services industry, preferred
   <br/>
   <br/>
  </li>
 </ul>
 Education and Experience:
 <br/>
 <br/>
 <ul>
  <li>
   2+ years of customer support (Phone, E-Mail and Chat) experience, which may include internships (previous experience in providing customer service &amp; technical support for a software company is preferred)
  </li>
  <li>
   Prior experience using a CRM, such as Salesforce or Zendesk, is preferred
  </li>
  <li>
   Certifications, not applicable
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Compensation
  <br/>
  <br/>
 </strong>
 The anticipated starting base pay range for this role is listed below. Base salary is not the only component of our competitive total rewards package - you may also be eligible for bonus, commissions and other benefits as described below. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, licenses and certifications.
 <br/>
 <br/>
 $20.00 - $27.00 per hour
 <br/>
 <br/>
 <strong>
  Benefits
  <br/>
  <br/>
  <br/>
 </strong>
 <strong>
  What Sets InfoTrack apart
  <br/>
  <br/>
 </strong>
 At InfoTrack, we're committed to a workplace where everyone feels comfortable doing their best work and having fun! We also believe in a work/life balance that fulfills you while you're here and supports you when you're not. We built our benefits package to prove that we're committed to you having everything you need.
 <br/>
 <br/>
 Our benefits guide, located here, illustrates what we offer full-time employees and a sneak preview is below
 <br/>
 <br/>
 <ul>
  <li>
   401(k) Match
  </li>
  <li>
   Medical, Dental, &amp; Vision Insurance
  </li>
  <li>
   Employer-funded Short/Long-Term Disability, Life, and Accidental Death &amp; Dismemberment (AD&amp;D) Insurance
  </li>
  <li>
   20 Days of Paid Time Off (PTO)
  </li>
  <li>
   11 Paid Holidays
  </li>
  <li>
   "Be Me Time" off for mental health, re-charging, volunteering
  </li>
  <li>
   Matching Gift Program
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   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Our Commitment
  <br/>
  <br/>
 </strong>
 We believe that the key to our success is you. Your unique background, life experience, knowledge, self-expression, and talent make you uniquely you. Who you are, what you have experienced, and how you think inspires us to be innovative and bold.
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 <br/>
 InfoTrack is an equal opportunity employer. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. We welcome the unique contributions that you can bring in terms of your education, opinions, culture, ethnicity, race, ancestry, sex, gender identity and expression, national origin, citizenship, marital status, age, languages spoken, veteran status, color, religion, disability, sexual orientation, and beliefs.
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 <br/>
 Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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