IT Support Specialist
IT Support Specialist
Posted on :
28-12-2024
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1 Vacancy
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Job Description
IT Support Specialist
Baltimore MD Hybrid
Description of Work:
Baltimore MD Hybrid
Description of Work:
IT support; hardware/software troubleshooting; user research; requirements gathering; special projects; inventory
management; process improvement; project management; accessibility/508/UX knowledge.
Provide technical support to any software and/or hardware issues
Network shares
Network connectivity
VPN challenges (utilizing OpenVPN and Wireguard)
Active Directory (AD) implementation
Use of remote access tools is a must (including SRT BeyondTrust or Bomgar) to remotely access and
troubleshoot issues
Manage the device inventory
Network connectivity
VPN challenges (utilizing OpenVPN and Wireguard)
Active Directory (AD) implementation
Use of remote access tools is a must (including SRT BeyondTrust or Bomgar) to remotely access and
troubleshoot issues
Manage the device inventory
Setup devices (IOS/Android phones Windows/Mac laptops) by following existing instructions
Schedule onsite meetings with endusers to configure and distribute devices
Schedule onsite meetings with endusers to configure and distribute devices
Assist in review and improvement of team processes including refining current processes to increase effectiveness and
ease of use
Coordinate with internal team around asset management and if needed prepare quotes catalog inventory and review
defective hardware to determine required actions
Maintain IT and internal process documentation for disbursement and use across internal team
Perform independent research and provide recommendations for new and improved software/hardware to enhance
teams IT capabilities
Support ad hoc special projects relating to internal team needs
Learn customerspecific policies and processes
All other duties as assigned or directed.
ease of use
Coordinate with internal team around asset management and if needed prepare quotes catalog inventory and review
defective hardware to determine required actions
Maintain IT and internal process documentation for disbursement and use across internal team
Perform independent research and provide recommendations for new and improved software/hardware to enhance
teams IT capabilities
Support ad hoc special projects relating to internal team needs
Learn customerspecific policies and processes
All other duties as assigned or directed.
Basic Qualifications: Minimum knowledge skills abilities needed.
Demonstrate strong oral and written communication skills with the ability to communicate technical topics as well as
interface with the customer on a daily basis
Minimum of 3 years experience assisting users with the operation of their computer systems and software applications
including Microsoft Office applications and other specialized software
Strong analytical and problemsolving skills allowing for individual to identify analyze troubleshoot and respond to
complex problems while supporting users accurately and efficiently
Excellent teamwork and interpersonal skills
Minimum of 8 years experience testing both hardware and software ensuring that systems are functioning properly.
Minimum of 5 years experience utilizing Jira (or similar service platform) to manage and respond to support tickets from
users.
Minimum of 3 years experience supporting special IT projects and managing their endtoend lifecycle.
Ability to prioritize and complete assignments independently meet deadlines and manage multiple changing priorities
in a dynamic work environment.
Ability to support multiple projects at the same time each with their own unique set of requirements and needs.
Ability to be flexible and react appropriately to changing job assignments work environments and work locations.
Consistently demonstrates a positive supportive and constructive attitude with both internal and external customers
as well as peers.
Ability to write technical documentation and plain language documentation dependent on audience.
Selfmotivated taskdriven and able to quickly learn new skills.
Demonstrated understanding of navigating and adapting to unique constraints (i.e. policy infrastructure)
Must be able to obtain and maintain a US Public Trust clearance.
Preferred Qualifications:
Candidates with these skills will be given preferential consideration.
Ability to write/implement basic scripts (using Powershell or AutoIT)
Ability to write/implement basic scripts (using Powershell or AutoIT)
Experience implementing or otherwise managing Jira or similar service platform (ServiceNow Zendesk etc.)
Understanding of UX and user research methodologies
Support of UX/user research software and/or tools (Axure XD Sketch Figma Medallia Tobii)
Understanding of 508 and accessibility compliance
Previous work experience in federal government
Understanding of agile framework and full lifecycle software development methodologies
Project management certifications (PMP CAPM PMI)
Understanding of UX and user research methodologies
Support of UX/user research software and/or tools (Axure XD Sketch Figma Medallia Tobii)
Understanding of 508 and accessibility compliance
Previous work experience in federal government
Understanding of agile framework and full lifecycle software development methodologies
Project management certifications (PMP CAPM PMI)
*** Selected candidate must reside within two (2) hours of Client Headquarters in Woodlawn MD
*** Selected candidate must be willing to work onsite at least 2 days a week.
*** Selected candidate must be willing to work onsite at least 2 days a week.
Employment Type
Full Time
Key Skills
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