Job Listings

Empower AI: As a Systems Engineer – Level 3, you will work with a team of professionals who are responsible for designing, implementing, and administering security systems for the safety of the United States. In assuming this position, you will be a critical contributor to meeting Empower AI's mission to fundamentally improve how the government conducts business and help its leaders achieve their missions.   Highlights of Responsibilities:          • Provide a broad range of support to various organizations of the US Government.          • Duties include assisting with the design, modification, operation, maintenance, and support of complex computerized electronic and radio frequency receiver equipment and systems.          • Performs directly or oversees researching, selecting, installing, testing and/or development of electronic systems mainly for Technical Surveillance Countermeasures (TSCM) purposes.          • Assists to resolve difficult and complex Technical Security problems, both independently and as part of a TSCM team.

As the Helpdesk Support (Senior) (NCR), you will act as a model of customer service excellence to all organizational staff members in the Office of Military Commissions (OMC) as part of DISA’s Joint Service Provider (JSP) Service Delivery contract.  You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key OMC IT initiatives anticipated during this effort. Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally.   Highlights of Responsibilities: - Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours. - Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization. - Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation. - Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community. - Provide O&M support for OMC desktop, laptop, and tablet information systems. - Image information systems using the government-provided operating system image - Provide onboarding and provisioning of new accounts and deprecation for users departing the organization. - Submit tickets for all reported incidents, work orders, and service requests. - As required, provide surge support to NSGB for OMC Users participating in court hearings, trial activities, and other events. - Provide VTC support for scheduling, call setup, testing, and troubleshooting measures. - Facilitate mapping and troubleshooting user access to shared network resources. - Support computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures. - Support software requests, installation, and troubleshooting IAW established policies and procedures. - Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processes. - Provide PKI Trusted Agent (TA) support; this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures. - Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting. This includes port activation requests, connectivity, and trouble ticket submission. - Troubleshoot all information system hardware line replaceable units (LRU). - Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost-reimbursable basis as required. - Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery, and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and to sign an indemnity agreement. - As requested, provide desk-side training to the end user for standard software and equipment issues. Desk-side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web-based IT training. - Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues. - Government-provided tools include, but are not limited to, the following: (1) BMC Remedy and Service Now (SNOW) for ticket submission, tracking, and routing; and (2) Microsoft SharePoint as a knowledge management repository for SOP’s.   - Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support delivered. - Utilize ITIL best practices to enhance and optimize the services provided to end users. - Manage the implementation of an enterprise knowledge base and knowledge management best practices. - Coordinate with OMC and JSP IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods. - Resolve customer issues effectively or escalate them to appropriate support tiers. - Work with management in assessing staff performance/reviews/changes. - Assist in the professional and technical development of the team

Empower AI: As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all support organizational staff members You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.       Highlights of Responsibilities:   - Documents Incident with detailed break-fix steps and resolution in Service Now ticket tracking system. - Provides advanced Customer Service and Support. - Communicates with high profile customers in a professional and courteous manner. - Performs installs, upgrades, and configures customer-specific hardware and software. - Accepts warm transfers from other technicians to continue remote support. - Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware. - Provides remote and on-site troubleshooting for hardware and software support. - Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues. - Upgrades software components as required. - Provides customers with network technical support. - Instructs customers and support staff in use of equipment and software. - Possesses the ability to complete multiple simultaneous projects in a timely manner. - Interfaces with infrastructure, Network Operations, database, and development personnel.

Serves as the program manager for a large, complex project and works with the Government Contracting Officer (KO), Contracting Officer Representative (COR), Government management personnel and customer representatives, and Contractor leads and staff. Responsible for the overall management of the project) and ensuring that the technical solutions and schedules in the contract are implemented in a timely manner. Performs enterprise-wide horizontal integration planning and interfaces to other functional systems. Organizes, directs, and coordinates the planning and production of all contract support activities. Provides industry best practices for executing projects based on the Information Technology Infrastructure Library (ITIL) model and the Project Management Institute (PMI) Project Management Body of Knowledge (PMBOK).   Highlights of Responsibilities: - Responsible for managing a very large and complex program - Oversees program budget and schedules - Exercises a high level of independent judgment and initiative in solving highly complex problems - Coordinates and monitors the scheduling, pricing, and technical performance of company programs - Responsibilities also include aiding in the negotiation of contracts and contractual changes and coordinating preparations of proposals, plans, specifications, and financial conditions of contracts - Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments - Ensures projects are completed on time and within budget - Acts as advisor to program team regarding projects, tasks, and operations - Relies on extensive experience and judgment to plan and accomplish goals - Analyzes, schedules, monitors and documents project activities in accordance with contract scope of work and terms and conditions - Plans, organizes and directs subordinate project task leaders, including the establishment of project schedules and operating procedures to ensure efficient daily operations of the project - Assigns task leaders, coordinates and reviews the work of the project staff to ensure high quality products, cost-efficient performance and adherence to schedule - Manages a staff located in multiple global locations - Ensures that all required resources such as engineering, manpower, production, computer time, facilities and the like are available for the program - Plans, directs and monitors program budget and serves as primary customer contact for program information; responsible for Profit & Loss (P&L) - Plans, organizes and directs subordinate project task leaders, including the establishment of project schedules and operating procedures to ensure efficient daily operations of the project - Assigns task leaders, coordinates and reviews the work of the project staff to ensure high quality products, cost-efficient performance and adherence to schedule - Utilizes expert communication skills to direct the skilled technical resources and reports on the technical progress, issues, and problem areas as well as writes and reviews technical documentation - Coordinates with corporate support organizations to obtain assistance, as required, accomplishing project tasks - Holds periodic meetings with project management staff to review project progress, policies and procedures, and to gather and disseminate corporate matters of interest - Directs and manages staff, develops subordinate skills, and responsible for performance management      

As a Knowledge Management Specialist, you will support the Joint Service Provider (JSP) organization with the gathering, documenting, and dissemination of processes and procedures used to support our customers.  The problem sets that are in demand at JSP cover a wide verity of technical disciplines. The position requires an individual that has a strong technical writing or documentation capability, that will complement and support the analysis performed by others on the team.  One must have the ability to understand and describe/document information and processes and also create directions on how to implement developed solutions.    Highlights of Responsibilities:   - Acts as the technical Subject Matter Experts (SMEs) to capture, document, and update Standard Operating Procedures (SOPs), Work Instructions, and other technical documentation for the Customer Service Center support personnel - Analyzes, manages, and maintains the Knowledge Base Customer Support portal for Service Delivery personnel - Analyzes, manages, and maintains knowledge artifacts and web links on the portal (SharePoint Online) - Serves as the process SME when gathering requirements for new and existing supported services - Facilitates and conducts the annual SOP review for Service Delivery Support Groups - Coordinates with various technical SMEs to develop training documentation on technologies and processes supported by the Customer Service Center - Administers, coordinates, and conducts technical training for Service Delivery personnel - Works special projects, as required

    PRICING ANALYST IV   - Leads the pricing function in a diverse organization with multiple large and complex pricing proposals ongoing continually - Prepares and presents detailed cost/price briefings for management, including discussion of RFP pricing requirements and evaluation criteria, competitive analysis, pricing strategies, and key financial metrics - Ensures proposals are compliant with Federal, Corporate and RFP requirements, conducts internal reviews of cost/price proposals, and ensures adherence to the company's Estimating System/Pricing Manual. Interfaces with Senior Management, Business Development and Proposal Teams to identify issues, support strategy, implement solutions, develop guidance and ensure compliance - Participates and leads efforts to template and streamline cost/price proposal requirements for use across organization - supporting complex spreadsheet models, analysis and summarization of data, narrative and descriptive documentation and price development methodologies - Brings tools and innovation to improve the pricing process across the company - Maintains detailed pricing documentation files to serve as reference for future inquiries or audits - Works closely with Contracts, Purchasing, Legal, Proposal Development, and Operations to ensure the cost/price proposal is professional, compliant, accurate, competitive and profitable - Supervises lower level pricing employees

ESSENTIAL FUNCTIONS:   - Lead Cybersecurity Engineer provides additional and direct support to GENM-O for all information systems and Cybersecurity functions. The Lead Cybersecurity Engineer shall ensure compliance with all pertinent DoD IT policy and procedures for all system integrations. The Lead Cybersecurity Engineer shall be responsible for the oversight of all information systems and Cybersecurity for all tasks and subtasks. The Lead Cybersecurity Engineer shall oversee the security protocol for computers, computer networks, and databases. The Lead Cybersecurity Engineer shall ensure data, information, and security systems are secure and functioning as required to prevent Cybersecurity breaches of all information systems. The Lead Cybersecurity Engineer shall provide a leadership role for all internal and external organizations to provide clear communication and direction for maximum Cybersecurity efforts. The Lead Cybersecurity Engineer shall lead the initiative for security best practices and provide recommendations to the Government. This position requires detailed understanding of the latest DOD and RMF policies.  

Empower AI: As a Service Desk Support Technician I, you will provide Tier 1 support for escalated hardware, network and/or software issues by end-users for the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) in the National Capital Region (NCR). You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.    Highlights of Responsibilities:  - Answering helpdesk calls, and responding to voicemails in a timely manner - Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements - Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required - Maintaining ownership of service tickets throughout the life span of the support request - Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems - Updating and maintaining service work notes - Establishing a high level of personal credibility and building strong relationships - Consulting with immediate supervisor or higher-level IT specialists on possible solutions - Coordinating with technicians to provide status updates to outstanding tickets - Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets - Providing updates, status, and completion information to management - Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer. - Participating in workshops, seminars, or other events as required. - Other duties as assigned by the Government, contract or supervisors in coordination with the SLA’s.

Responsibilities: - Reviews and analyzes solicitations. - Critical participation in the development of pricing strategies and prepares pricing proposals in accordance with RFP requirements and established estimating system - Works with DoD and Federal Civilian agency RFP’s and task order proposals of various sizes and complexity - Supports team environment pricing solicitations - Presents pricing to upper management - Prepares complete Cost Proposals (including all sections of a full price volume) based on RFP solicitation requirements, ensures compliance with FAR, CAS, DCAA and solicitation requirements - Creates complex proposal pricing models and conducts cost/price and profitability analysis - Supports all major contract types: Firm Fixed Price (FFP), Firm Fixed Price Unit Pricing, Time and Materials (T/M), Cost-Plus, and IDIQ - Reviews requests for proposals to identify cost requirements - Works with internal organizations to determine anticipated labor and overhead rates, material requirements, equipment costs, and possible bid strategies - Analyzes estimates against previous cost experience and recommends adjustments - Participates in negotiations, proposals, engineering changes, or price re-determinations - Conducts special studies on labor requirements to establish baseline costs or effect cost reductions - Perform competitor analysis on similar services - Identify ideal pricing structures  - Draft strategic pricing plans and processes to improve existing projects - Create reports reflecting metrics and project status, objectives and barriers - Communicate findings effectively to relevant departments of the company - Address issues and concerns raised by team members relating to pricing suggestions - Experience with FEDSIM procurements  

Empower AI: As the Senior Macintosh Systems Engineer, the candidate will provide advanced technical and senior engineering level support for the Macintosh Center of Excellence. Will work as part of a collaborative team tasked with providing full-range IT support for the JSP’s Mac environment and underlying Mac support systems. This includes Tier I through Tier IV support services covering user support, operations, and engineering functions. Candidate will develop solutions, build, test and deploy macOS while implementing hardening best practices using the DISA STIG, NIST, and other government approved security guidance. Candidate will integrate multiple third-party applications required for securely operating within existing DoD and Federal Government Active Directory based networks.    Highlights of Responsibilities:  - Provide advanced level of configuration and troubleshooting knowledge for macOS  - Create and administer Apple operating system installation and application packages using JAMF Pro  - Knowledge of installing, configuring, and supporting the following third-party software: ActivClient, Centrify, McAfee Security, Citrix, Cisco Anyconnect and/or Juniper VPN.  - Provide COTS support and configuration knowledge in an enterprise environment of other Macintosh related applications such as Microsoft Office, Firefox, and Adobe products (Acrobat, Creative Cloud). This includes methods of packaging volume-licensed applications for deployment and repackaging non-PKG installers.  - Research solutions utilizing all available resources.  - Work with vendors to address issues that require escalation. Work with the vendor to provide testing and feedback for a successful resolution.  - Knowledge of Windows network based authentication using smartcard (CAC/PIV) accreditation to obtain a domain issued Kerberos ticket  - Knowledge and understanding of PKI, trusted certificates, certificate authorities, Keychain configuration, and Online Certificate Status Protocol (OCSP) services.  - Configure, test, and implement DISA STIG requirements in accordance with DoD and Federal Government IT security policies.  - Ensure all MAC developed/maintained solutions remain compliant with Government STIG’s and ACAS scans  - Performs high-level systems evaluation, analysis, design, integration, implementation, and documentation of complex scenarios.  - Test all MAC solutions and infrastructure changes in the enterprise test environment  - Provide engineering support to analyze and resolve difficult macOS and software issues  - Provide MAC System Improvement Recommendations (SIRs) for system operations to ensure reliability, performance, capacity, and optimal resource utilization  - Develop “as-built” documentation and architecture/network diagrams that support the installation of MAC systems to be repeatable   - Assist in the establishment of MAC technology “best practices” and provide documentation to support all initiatives.  - Maintain and support configuration management tools  - Assist in the maintenance and documentation of desktop, laptop, and server configurations  - Participate in the development of new desktop/laptop images and workflows as new macOS versions are released  - Develop custom application solutions to support customer requirements  - Participate in collaborative efforts to support Apple products and technologies  - Participate in macOS and iOS pilots, IPRs, working groups, and other efforts  - Responsible for scripting using AppleScript and Unix Shell Scripts.  - Directs and participates in all phases of system development and advancement  - Applies higher-level business or technical principles and methods to difficult technical problems to arrive at automated engineering solution.  - Designs and prepares technical reports and related documentation. 

SUMMARY DIGIT is seeking a Identity and Directory Management Services (IDMS) Senior Engineer with expertise with Okta to support the design, administration, management, execution & maintenance of GSA’s Identity & Directory Management Services (IDMS) and Identity, Credential, and Access Management (ICAM) solutions to meet the needs of the enterprise users & the enterprise architecture. These services, systems, and capabilities include, but not limited to, directory services management, ICAM, privileged account management, Single Sign-On (SSO), Active Directory (AD) Domain Name System (DNS) services, Public Key Infrastructure (PKI), Multi-Factor Authentication (MFA), auditing and log management, Continuous Diagnostics and Mitigation/Dynamic and Evolving Federal Enterprise Network Defense (CDM/DEFEND), and the management of appliances. GSA IT currently leverages Microsoft (MS) AD as the authoritative account management system.   As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous  improvement and business value to its customers.  The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning. RESPONSIBILITIES This position shall perform the following (to include but not limited to) activities - Extensive experience with Okta includes installation, configuration and migrations. - Troubleshoot advanced problems within the Okta IdP by using tools such as SAML tracer, Fiddler and other similar tools. - Integration experience with SAML, OpenID Connect, RADIUS and Oauth. - Integration experience with Multi Factor Authentication. - Integration experience with Password less Authentication. - Provide advanced support for IAM/SSO/MFA by troubleshooting a variety of difficult software problems, implementing bug fixes, and performing root cause analysis using agile methodologies. - Strong communication skills with customers over phone, email, or ticketing system. - Implement technical capabilities including IAM solutions and application integrations, to enhance enterprise security risk posture.  - Manage, administer, and support the GSA IT MFA environment.  - Manage, administer, and support ICAM systems and related support activities. - Utilize automation and role-based management to ensure availability of access and continuity of services. - Ensure requirements are gathered, processes defined, and use cases documented. - Test and certify new product versions, bug fix and provide detailed reports. - Providing on-call rotation support on a routine basis. - Identifying process improvement opportunities for review and subsequent implementation. - Providing positive customer service interactions for all levels of the organization up to and include senior executive staff. - Provide support and administration of the GSA IT AD environment, systems, and associated data. - Continuously review and assess the GSA IT ICAM environment and provide recommendations for how to manage and administer the environment more efficiently. - Ensure that all Group Policy Management (GPM) changes are controlled and documented. - Other operational support duties as assigned. - Provide Proof of Concepts and Pilots for Advancing Zero Trust and final implementation to transfer Zero Trust integration to infrastructure engineering support. - Developing new technologies to support existing applications or creating new applications using new technologies - Participating in meetings with executives to discuss technical issues and propose solutions - Collaborating with other members of the engineering team to design new features or improve existing ones - Escalate issues to vendor and third-party entities, as necessary and directed by the Government.

Empower AI is looking for an experienced, creative and highly effective Senior Marketing Communications Specialist who can promote Empower AI’s capabilities with our many stakeholders, ranging from Federal Defense and Civilian leaders to partners and employees.   Highlights of Responsibilities: - Collaborate with VP of Marketing and Communications and company leaders to develop a marketing strategy that communicates Empower AI’s vision, value and experience to the federal marketplace. - Develop and execute effective digital strategies and integrated marketing campaigns that deliver measurable results. - Create and promote compelling thought leadership content that supports the business pipeline and generates new business leads. - Develop and manage sales enablement materials to support business development activities. - Grow social media and website content that drives brand awareness. - Work with external vendors and business leaders to execute events and campaigns. - Support relevant industry tradeshows and participate where it adds value to the business. - Analyze customer and market needs to ensure Empower AI capabilities are properly positioned and messaged in a way that resonates with the federal market. - Support internal and external communications campaigns and initiatives, such as executive communications, company newsletters, employee town halls, employee communications, portal content and presentations. - Support reporting of marketing campaign data to provide visibility of results, measure campaign effectiveness (ROI), and continuously improve campaign strategies.  

As the Network/Systems Administrator (NGSB), you will act as a model of customer service excellence to all organizational staff members in the Office of Military Commissions (OMC) as part of DISA’s Joint Service Provider (JSP) Service Delivery contract.  You will be responsible for participating with a team of highly qualified professionals and interacting daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key OMC IT initiatives anticipated during this effort.  Although this position resides in Naval Station Guantanamo Bay (NSGB), there may be a requirement to travel to the NCR occasionally.   Highlights of Responsibilities: - Provide operational and maintenance (O&M) support for NIPRNET, SIPRNET, and JWICS system infrastructure for approximately 400 users. - Provide O&M support for Special Access System infrastructure for approximately 150 users. - Provide O&M support for Printer infrastructure, to include Pharos Secure Print. - Develop, implement, manage, and maintain VDI for thick/thin/zero clients and server virtualization technologies. - Provide O&M support for SQL Database infrastructure. - Provide O&M support for OMC server and desktop-based software applications. - Provide data backup and restoration capabilities for NIPRNET, SIPRNET, JWICS, and Special Access Systems. - Support replication of network file share volumes via Distributed Files System w/ Replication (DFS-R) between the NCR and NSGB locations. - Provide support for storage area network (SAN) and encrypted file storage capabilities. - Create/maintain standalone workstation images in accordance with DOD security standards. - Provide systems recovery and repair operations employing industry best practices for systems troubleshooting and fault isolation. - Bring up-to-date and preserve computer inventory and surplus equipment - Make sure desktop computers interconnect seamlessly with various systems - Vouch for and implement upgrades on systems to guarantee longevity - Ascertain and repair hardware and network connectivity issues - Support for technical upgrading and maintaining of entire desktop systems - Assist in testing and deployment of new applications and systems - Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support delivered. - Utilize ITIL best practices to enhance and optimize the services provided to end users. - Participate in the implementation of an enterprise knowledge base and knowledge management best practices. - Coordinate with OMC and JSP IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods. - Resolve customer issues effectively or escalate them to appropriate support tiers. - Work with management in assessing staff performance/reviews/changes. - Assist in the professional and technical development of the team

Empower AI: As a Service Desk Support Technician I, you will provide Tier 1 support for escalated hardware, network and/or software issues by end-users for the Defense Information Systems Agency (DISA) Joint Service Provider (JSP) in the National Capital Region (NCR). You will support user and incident requests utilizing existing procedures to monitor, track and resolve work orders in a timely manner. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.    Highlights of Responsibilities:  - Answering helpdesk calls, and responding to voicemails in a timely manner - Greeting customers and assisting in creating and updating IT support tickets (Remedy) per defined service-level agreements - Evaluating, prioritizing, solving, and escalating all tickets to the appropriate Tier Support, and/or correcting the assignment of tickets as required - Maintaining ownership of service tickets throughout the life span of the support request - Assigning ticket severity by walking customers through a series of troubleshooting steps to determine the severity and nature of reported IT problems - Updating and maintaining service work notes - Establishing a high level of personal credibility and building strong relationships - Consulting with immediate supervisor or higher-level IT specialists on possible solutions - Coordinating with technicians to provide status updates to outstanding tickets - Collaborating and following up with technicians to resolve requests, and provide status updates on outstanding support tickets - Providing updates, status, and completion information to management - Following-up with users/customers to ensure resolution of issues, closing tickets only when the resolution to the issue has been reached, to the satisfaction of the user/customer. - Participating in workshops, seminars, or other events as required. - Other duties as assigned by the Government, contract or supervisors in coordination with the SLA’s.

The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option.  The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.   As a Subject Matter Expert Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them.  Customer service is key to this position.  You will provide technical assistance to computer users by answering questions to resolve computer problems for the end user.  Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.   POSITION RESPONSIBILITIES: - Manages Deskside Support Technicians in the GSA R03 Regional Office Building. - Performs a variety of clerical and administrative duties pertinent to onsite support. - Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems. - Provides technical support onsite or through phone, email, and instant message remotely to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity. - Provides personal computer support problem analysis, and hardware/software installation and configuration. - Interacts daily with customers to ensure productivity; provides individual feedback.  - Monitors team productivity and quality; provides individual feedback. - Coordinate fix actions with other teams, document fix actions and train junior technicians in R03. - Maintains an audit trail and statistical records of all problems and conditions reported by the client. - Supports R03 Field Office visits personally or with R03 staff. -   CONTRACT REQUIRED QUALIFICATIONS: - Public Trust Clearance (Or ability to obtain) - ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained within 120 days. - Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments. - Provides technical/management leadership on major tasks or technology assignments. - Has domain and expert technical knowledge. - Decision-making and domain knowledge may have a critical impact on overall project implementation. - Contributes to deliverables and performance metrics and may supervise others   CONTRACT DESIRED QUALIFICATIONS: - Must be willing to work a variety of shifts, including holidays as scheduled - Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients. - Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory 

POSITION SUMMARY The Enterprise IT Service Desk (EITSD) Support subtask, supporting the Digital Innovation for General Services Administration (GSA) Infrastructure Technologies (DIGIT) task order, is relied upon to provide IT services that appropriately respond to the time-sensitive needs of customers, including Very Important Persons (VIPs) and executives, and provide prompt referrals and escalations to an appropriate IT support service option.  The EITSD provides support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices. The EITSD is the centralized POC for GSA end users and customers to report incidents, submit requests, seek advice, and register complaints about GSA’s IT infrastructure, applications, and programs supported in the environment.   As a SME Computer User Support Specialist, your primary responsibility is ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them.  Customer service is key to this position.  You will provide technical assistance to computer users by answering questions to resolve computer problems for the end user.  Typical assistance concerns the use of computer hardware and software, to include printing, installation, word processing, electronic mail, and operating systems.  As a SME Computer User Support Specialist, you will manage other technicians in the Regional Office Building (ROB).  You will also be expected to work with customers, other leads and other technical teams as required.   POSITION RESPONSIBILITIES: - Performs a variety of clerical and administrative duties pertinent to Deskside Support. - Responds to trouble tickets to resolve user problems; opens trouble tickets to track and resolve user problems. - Provides technical support through phone, email, and instant message remotely and in person to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity. - Provides personal computer support problem analysis, and hardware/software installation and configuration. - Interacts daily with customers to ensure productivity; provides individual feedback.  - Monitors team productivity and quality; provides individual feedback. - Coordinate fix actions with other teams, document fix actions and train junior technicians in the ROB. - Maintains an audit trail and statistical records of all problems and conditions reported by the client. - Manages Deskside Support staff in the ROB.   CONTRACT REQUIRED QUALIFICATIONS: - Public Trust Clearance (Or ability to obtain) - Google Cloud Professional. - ITILv4 Foundation Training and ITILv4 Foundation Certification may be obtained after hire. - Possesses and applies fundamental concepts, processes, practices, and procedures on work assignments. - Provides technical/management leadership on major tasks or technology assignments. - Has domain and expert technical knowledge. - Directs and controls activities for a client, having overall responsibility for financial management, methods, and staffing to ensure that technical requirements are met. - Decision-making and domain knowledge may have a critical impact on overall project implementation. - Contributes to deliverables and performance metrics and may supervise others.   CONTRACT DESIRED QUALIFICATIONS: - Must be willing to work a variety of shifts, including holidays as scheduled - Possess the ability to communicate in both oral and written forms, demonstrating an ability to communicate effectively with all levels of staff as well as clients. - Familiarity with the following technologies: Windows, web browsers, and basic functions of Active Directory

ESSENTIAL FUNCTIONS BY LEVEL:   - Responsible for the design, coding, testing and validation of programs that solve engineering related problems - Reviews and tests software components for adherence to the design requirements and documents test results - Utilizes software development and software design methodologies appropriate to the development environment - Analyzes user requirements to derive software design and performance requirements - Designs and codes new software or modifies existing software to add new features; debugs existing software and corrects defects - Integrates existing software into new or modifies systems or operating environments - Develops simple data queries for existing or proposed databases or data repositories - Works closely with end-users and/or internal project teams to develop detailed technical requirements and specifications for the development of the software element for complex systems - Directs the development of the architecture, detailed system design, coding, integration, testing and configuration management schemes for software systems  

ESSENTIAL FUNCTIONS BY LEVEL:     - Performs extensive assessments of systems and networks within the networking environment or enclave and identifies where those systems/networks deviate from acceptable configurations, enclave policy, or local policy through passive evaluations (compliance audits) and active evaluations (vulnerability assessments) - Establishes strict program control processes to ensure mitigation of risks and supports obtaining certification and accreditation of systems to include process support, analysis support, coordination support, security certification test support, security documentation support, investigations, software research, hardware introduction and release, emerging technology research inspections and periodic audits - Assists in the implementation of the required government policy (i.e., NISPOM, DCID 6/3), and makes recommendations on process tailoring - Performs extensive analyses to validate established security requirements and to recommend additional security requirements and safeguards - Supports the formal Security Test and Evaluation (ST&E) required by each government accrediting authority through pre-test preparations, participation in the tests, analysis of the results, and preparation of required reports - Periodically conducts a review of each system's audits and monitors corrective actions until all actions are closed

ESSENTIAL FUNCTIONS BY LEVEL:   - Implements data models, database designs, data access and table maintenance codes - Resolves database performance and capacity issues, and replication and other distributed data issues - Installs and/or upgrades the mainframe product in the related environment - Competent to work in most phases of database management - Under general direction, designs, implements and maintains complex databases with respect to JCL, access methods, access time, device allocation, validation checks, organization, protection and security, documentation, guidelines, and statistical methods - Directs the monitoring, administering and implementing performance on database systems as well as database performance optimization developing/changing database indices, redesigning database structure and reloading data into a database - Maintains database dictionaries, overall monitoring of standards and procedures, and integration of systems through database design - Competent to work at the highest level of all phases of database management