IT Support Specialist
Reston, VA Reston, VA Estimated:
$69.
1K - $87.
5K a year Estimated:
$69.
1K - $87.
5K a year 20 hours ago 20 hours ago 20 hours ago You As an IT Support Specialist at Octo, you will help support a federal client and will be responsible for Tier 1 and Tier 2 Enterprise Acquisition Systems (EAS) Customer support and resolution of Help Desk generated tickets for over 3,500 users.
The duties include responding to end user requests for support via telephone and email, providing answers to questions, perform as system administrator for selected tools/applications within the EAS portfolio, correcting user generated entry errors within the Electronic Contract Management Systems (ECMS), assist users in correcting or modifying documents, documenting and tracking all requests, providing data for team metrics, maintaining a knowledge database, all while adhering to Standard Operating Procedures (SOPs).
Us We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers.
This mantra drives us to succeed and act as true partners in advancing our client's missions.
Responsibilities Create/Maintain computer tickets for all Help Desk calls, using Microsoft Dynamics 365 CRM service desk software Primary Point of Contact for Tier 1 user issues and Escalation point for Tier 2 user issues Address and assist resolving routine and intermediate acquisition inquiries and requests for assistance Document user-based requests for assistance in the Incident Management System Create and service user accounts in the EAS and EAS supported portfolio Assist in diagnosing infrastructure and system issues as they relate to the EAS environment Maintenance of Knowledge Management repository Requirements See below for experience requirements.
Knowledge of Acquisition Systems and processes or similar systems or processes (Knowledge of the VA Acquisition lifecycle or similar experience preferred) Possess the ability to quickly respond to end user requests for assistance when existing manuals, knowledge bases and scripted responses are not sufficient to meet user needs.
Must be able to interact with customers professionally and diagnose problems to lead customers through the necessary steps to correct their issues.
Candidates must possess strong communication skills and problem-solving abilities.
Excellent customer skills are a must as well as strong aptitude to learn and adapt to new technologies.
Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
Strong attention to detail and ability to prioritize work.
Desired Skills:
Experience supporting Department of Veterans Affairs and/or experience supporting other federal organizations.
Years of
Experience:
Must have at least 3 years' experience providing direct Tier 1& 2 End User support or similar experience level support to ECMS or similar system Must have 2-3 years' experience operating and managing an incident management tool or similar experience.
Must have 1-3 years' experience implementing/supporting a customer satisfaction measurement system, specifically Customer relationship management (CRM) or similar experience.
Education:
Bachelor's degree, or a minimum of 8 years' equivalent work experience required.
Location:
Remote within the United States.
Clearance:
Ability to obtain and maintain government clearance.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$69.
1K - $87.
5K a year Estimated:
$69.
1K - $87.
5K a year 20 hours ago 20 hours ago 20 hours ago You As an IT Support Specialist at Octo, you will help support a federal client and will be responsible for Tier 1 and Tier 2 Enterprise Acquisition Systems (EAS) Customer support and resolution of Help Desk generated tickets for over 3,500 users.
The duties include responding to end user requests for support via telephone and email, providing answers to questions, perform as system administrator for selected tools/applications within the EAS portfolio, correcting user generated entry errors within the Electronic Contract Management Systems (ECMS), assist users in correcting or modifying documents, documenting and tracking all requests, providing data for team metrics, maintaining a knowledge database, all while adhering to Standard Operating Procedures (SOPs).
Us We were founded as a fresh alternative in the Government Consulting Community and are dedicated to the belief that results are a product of analytical thinking, agile design principles and that solutions are built in collaboration with, not for, our customers.
This mantra drives us to succeed and act as true partners in advancing our client's missions.
Responsibilities Create/Maintain computer tickets for all Help Desk calls, using Microsoft Dynamics 365 CRM service desk software Primary Point of Contact for Tier 1 user issues and Escalation point for Tier 2 user issues Address and assist resolving routine and intermediate acquisition inquiries and requests for assistance Document user-based requests for assistance in the Incident Management System Create and service user accounts in the EAS and EAS supported portfolio Assist in diagnosing infrastructure and system issues as they relate to the EAS environment Maintenance of Knowledge Management repository Requirements See below for experience requirements.
Knowledge of Acquisition Systems and processes or similar systems or processes (Knowledge of the VA Acquisition lifecycle or similar experience preferred) Possess the ability to quickly respond to end user requests for assistance when existing manuals, knowledge bases and scripted responses are not sufficient to meet user needs.
Must be able to interact with customers professionally and diagnose problems to lead customers through the necessary steps to correct their issues.
Candidates must possess strong communication skills and problem-solving abilities.
Excellent customer skills are a must as well as strong aptitude to learn and adapt to new technologies.
Ability to adapt well to diverse environments and work collaboratively in a dynamic team setting.
Strong attention to detail and ability to prioritize work.
Desired Skills:
Experience supporting Department of Veterans Affairs and/or experience supporting other federal organizations.
Years of
Experience:
Must have at least 3 years' experience providing direct Tier 1& 2 End User support or similar experience level support to ECMS or similar system Must have 2-3 years' experience operating and managing an incident management tool or similar experience.
Must have 1-3 years' experience implementing/supporting a customer satisfaction measurement system, specifically Customer relationship management (CRM) or similar experience.
Education:
Bachelor's degree, or a minimum of 8 years' equivalent work experience required.
Location:
Remote within the United States.
Clearance:
Ability to obtain and maintain government clearance.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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