IT Support Specialist

• 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.
  
  

• 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.
  

• 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

• 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.
  

• 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)
  

• 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)