IT Support Specialist
4 days ago
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Strong knowledge of general IT support, hardware/software troubleshooting, user research, requirements gathering, special projects, inventory management, process improvement, project management, accessibility/508/UX knowledge
Position Description:
Provide technical support to UX team members including resolution of any software and/or hardware issues without the use of a script/knowledge base.
Analyze helpdesk tickets (via Jira or other service platform) and determine appropriate response in a timely manner.
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.
Support and track project requirements of research efforts across the UX team to ensure the delivery of end results.
Meet regularly with project teams to understand current progress/challenges and provide assistance around agency policy, research processes, and best practices that support project goals.
Maintain IT and internal process documentation for disbursement and use across UX team.
Perform independent research and provide recommendations for new and improved software/hardware to enhance team's IT capabilities.
Support ad hoc special projects relating to internal UX team needs.
Learn customer-specific policies and processes.
All other duties as assigned or directed.
Skills Requirements:
Foundation For Success (Basic Qualifications)
Experience assisting users with the operation of their computer systems and software applications, including Microsoft Office applications and other specialized software.
Strong analytical and problem-solving skills allowing for individual to identify, analyze, troubleshoot, and respond to complex problems while supporting users accurately and efficiently.
Excellent teamwork and interpersonal skills.
Excellent written and verbal communication.
Bachelor's degree and 3 Years of relevant work experience OR Master's degree and 1 Years of relevant work experience as a IT Support Specialist or a minimum of 5 years related experience in lieu of a degree.
Other Certifications (optional, but preferred): CompTIA, Project management certifications (PMP, CAPM, PMI).
Must be able to obtain and maintain a Public Trust. Contract requirement.
Factors To Help You Shine (Required Skills)
These skills will help you succeed in this position:
Experience testing both hardware and software, ensuring that systems are functioning properly.
Experience utilizing Jira (or similar service platform) to manage and respond to support tickets from users.
Experience supporting special IT projects and managing their end-to-end 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.
Self-motivated, task-driven, and able to quickly learn new skills.
Demonstrated understanding of navigating and adapting to unique constraints (i.e. policy, infrastructure)
NetVision Resources, Inc. (NVR) is a fast growing, IS9001, IS20000, CMMI DEV/2, MBE certified technology consulting and software development firm, based out of the DC Metro area. To know more, please visit www.netvisionresources.com
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