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Program Support Technician

2 months ago

Washington, United States NuAxis Innovations Full time

**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’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 **Program Support Technician** for a Full Time position.

**Job Summary**:
**Administrative Essential Functions**:

- Provide users with a central place to drop off and pick up equipment and pick up Service Request forms.
- Document and administer all users visiting the Walk-In Center through a visitor log.
- Maintain an inventory of forms, and ensure all forms are properly completed, catalogued, and scanned/entered into Remedy as appropriate.
- Create and update Remedy tickets as part of the Enterprise Service Desk walk-in operations.
- Resets account passwords, security tokens, PINs, and other administrative account management support activities as needed.
- All work will be contained and documented in the agency’s Remedy ticketing system.

**Support-Shared Equipment Handling**: Document the sign-in and sign-out of shared equipment, operate and administer an equipment checkout system for short-term assignments of laptops and other portable IT equipment, ensure all portable IT equipment is current and ready for immediate deployment at all times, track status and whereabouts of all checked-out equipment and ensure checked-out equipment is returned on time.

**Equipment Disposal**: Assist the Government with disposition of obsolete (or no longer needed) IT-related equipment, Work with the site personnel to have the equipment shipped to the Government-directed location or have its ownership transferred to the site, Notify the Configuration Management Team to update CMDB.
- Create and update daily, weekly, monthly and other project reports, under the guidance of the program manager and continual service improvement manager, to send to the federal government as part of project documentation and deliverables management.

**Proficiencies**: BMC Remedy ticketing system. MS Office suite, specifically MS Word and MS Excel. Superb oral, written, and communication skills essential.

**Service Desk Essential Functions**:

- Manage incidents, Problems, and Service Requests. Use government-standard implementation of Remedy 7.6 (or higher) for handling tickets.
- Accept all methods of contact and respond in a manner that meets the applicable SLA.
- Associate all Incident Tickets associated with a Problem Ticket via the parent-child relationship in the lTSM.

**_ Support-Incident Management:_** Provide impact
- and priority
- based Incident categorization in order to track progress of all incidents and restore degraded or disrupted services as quickly as possible:

- Escalate tickets based on expertise and appropriate group membership
- Log Incidents and Service Requests into the ITSM.
- Ensure that all Incidents are promptly and accurately documented in ITSM so that up-to-date information is available at all times. Track Incident from first report to remediation
- Perform initial diagnosis and analysis of Incidents and provide immediate resolution and recovery if possible.
- Use remote control tools to assist and resolve customer Incidents as initial resolution, providing warm handoff escalation of Incidents that cannot be immediately resolved
- Escalate tickets as required by the applicable Service Level Agreements (SLAs)
- Communicate system outages in accordance with established standardized operating procedures (SOP) to appropriate government points of contacts and Users using government-provided tools and communication methods and continue ongoing communications until the Incident has been resolved and all services have been restored
- Follow-up on resolved Incidents to check quality, get customer concurrence of incident closure, and to report customer satisfaction
- Work with Operational and other teams to ensure final summary, review. analysis, resolution, and lessons learned are documented in Incident Reports for all major Incidents and unplanned service outages, and submitted in writing to government management
- Establish (or update existing ones) and maintain data in the Known Error Database (KEDB); document workarounds and generate known error sub-processes to facilitate quicker diagnosis and resolution for future Incidents
- Proactively monitor Automated Call Distribution (ACD) calls, Incidents and Service Request work flows, processes and queues to immediately identify and address performance issues that will impact the delivery of services to Users
- Ensure non-IT requests are properly routed to appropriate support organizations.

**_ Initial Telephone Call Handling:_** Provide live telephone support d