Location
Baltimore, MD | United States
Job description
Please Note:
- Selected candidate must reside within two (2) hours of the Federal Client Headquarters in Woodlawn MD.
- Selected candidate must be willing to work onsite at least 2 days a week.
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 teams IT capabilities.
- Support ad hoc special projects relating to internal UX team needs.
- Learn customerspecific policies and processes.
- All other duties as assigned or directed.
Key Required Skills:
- 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
Requirements
Skills Requirements:
FOUNDATION FOR SUCCESS (Basic Qualifications):
- Bachelors degree with 3 years of experience
- Bachelors degree and 3 Years of relevant work experience OR Masters degree and 1 Years of relevant work experience as an 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).
- 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.
- Excellent written and verbal communication.
- 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:
- Minimum of 3 years experience testing both hardware and software ensuring that systems are functioning properly.
- Minimum of 3 years experience utilizing Jira (or similar service platform) to manage and respond to support tickets from users.
- Minimum of 2 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)
HOW TO STAND OUT FROM THE CROWD (Desired Skills)
Showcase your knowledge of modern development through the following experience or skills:
- 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)
- Support and troubleshooting of mobile devices (Android iOS)
- 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)
Staff resource skillsets should include: Basic Qualifications: Bachelor s Degree or above preferred. More experience is required for non-degreed candidates. Active IRS MBI clearance. A minimum of 3 8* years collective developing applications in JAVA. Hibernate JAVA on the mainframe Experience with Json and Annotation Prior experience working on Agile teams. Spring Batch (experience with scaling would be a plus) IRS/IMF/CADE 2 experience preferred Excellent communication skills with client stakeholders at all organizational and technical levels Demonstrated ability to seek out information (proactive learning) Ability to work both independently and as part of a larger team Professional skills: Excellent oral and written communication skills Excellent time management Ability to contribute to a high-performing, motivated workgroup by applying interpersonal and collaboration skills to achieve project goals
Job tags
Salary
