Technical Support Specialist

2 weeks ago

Alexandria, Virginia, United States Integrity Management Services, Inc. Full time
Job Overview

Location: Remote

Position Type: Full Time

About Integrity Management Services, Inc.:

Integrity Management Services, Inc. (IntegrityM) is a distinguished, women-owned small enterprise dedicated to assisting both governmental and commercial entities in achieving compliance and ensuring program integrity. Our focus encompasses the prevention and detection of fraud, waste, and abuse within government initiatives. We leverage data analytics, technological solutions, auditing, investigations, and medical reviews to deliver results.

At IntegrityM, we cultivate a culture characterized by opportunity, recognition, collaboration, and community support. Our flexible workplace environment promotes an exceptional quality of life while emphasizing corporate sustainability. We are committed to providing innovative solutions that surpass expectations and foster a dynamic, idea-driven atmosphere conducive to professional growth. Enjoy the benefits of a large organization with the personalized touch of a small business.

Position Summary:

The Technical Support Specialist will serve as a vital link between business users, stakeholders, and technology professionals. This role involves close collaboration with the Helpdesk Architect and Leadership team to develop cohesive business and technical strategies. The ideal candidate will possess strong skills in requirements gathering, tracking, and analysis, along with the ability to communicate effectively with both technical and non-technical audiences. Responsibilities include creating process models, diagrams, and relevant documentation, as well as a comprehensive understanding of various digital platform tools.

Key Responsibilities:

  • Act as the primary contact for helpdesk support, addressing inquiries and resolving technical challenges for business users and stakeholders.
  • Work alongside the Helpdesk Architect and Leadership team to formulate and execute business and technical strategies.
  • Collect, monitor, and analyze requirements from business users and stakeholders to ensure effective technical solutions.
  • Clearly and effectively communicate complex technical information to both technical and non-technical professionals.
  • Develop and maintain process models, diagrams, and associated documentation to support technical solutions.
  • Utilize digital platform tools such as Pega, Appian, Bizagi, ServiceNOW, Workday, Salesforce, AWS, Azure, and others to enhance helpdesk operations.
  • Document and track all helpdesk activities in accordance with company policies and procedures.
  • Deliver exceptional customer service and support to all users, ensuring timely issue resolution and effective communication throughout the support process.
  • Contribute to the development and maintenance of helpdesk policies, procedures, and best practices.
  • Engage in ongoing training and development to remain current with industry trends and technologies.

Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
  • One year of relevant work experience.
  • Demonstrated experience in a helpdesk or technical support capacity.
  • Strong familiarity with digital platform tools such as Pega, Appian, Bizagi, ServiceNOW, Workday, Salesforce, AWS, and Azure.
  • Excellent communication skills, capable of conveying technical information to a non-technical audience.
  • Strong analytical and problem-solving abilities.
  • Experience in creating process models, diagrams, and related documentation.
  • Able to work collaboratively in a team environment while managing multiple tasks simultaneously.
  • Exceptional customer service skills with a commitment to providing outstanding support to users.

Preferred Qualifications:

  • Certifications in relevant digital platform tools (e.g., ServiceNOW Certified System Administrator, AWS Certified Solutions Architect).
  • Experience with Medicare and/or Medicaid fraud, waste, and abuse or program integrity work.
  • Familiarity with ITIL or other IT service management frameworks.

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