- Diagnoses hardware, software, and operator problems and recommends remedial actions or procedural changes.
- Responds to user requests for assistance by phone, email, and web. Configures software such as Help Desk ticketing system.
- Writes and maintains Help Desk standard operating procedures and policies in program wiki or knowledge base system.
- Provides technical assistance and training to system users.
- Provides technical and administrative direction for personnel performing technical assistance and system testing. Applies application specific knowledge to ongoing issue resolution and system enhancement planning.
- Provides oversight and input to testing processes to ensure system changes and enhancements do not degrade system operation.
- Assists in the assessment of operational problems and provides feedback related to issue remediation.
- Organizes and prioritizes all escalated activities inclusive of testing, execution of system upgrades, improvements, and bug fixes.
- Reviews and contributes to test plans, schedules, test execution, and test results to ensure comprehensive coverage during any system changes or enhancements. Reviews work products for adherence to user documentation standards and templates.
- Reviews program documentation, system operational policies, and web-based content to ensure AOUSC standards/requirements are adhered to. Monitors the accuracy of information and system data that appear in a variety of web-based content and program-related publications.
- Performs quality assurance reviews of Help Desk tickets entered into the service desk ticketing system ensuring ticket resolution.
- Maintains documentation of workflow processes of service desk ticketing system and other support OSCAR program tools.
- Makes recommendations to the AOUSC on improvements to the service desk processes, tools, and documentation that complement industry standards.
- Responsible for the management of implementing improvements to the service desk. Assists in user acceptance and system testing.
- An Bachelor's degree in computer science/systems, information systems/ technology, engineering, software engineering/programming, management, natural sciences, social sciences, mathematics, or business/finance.
- Education and experience requirements may be substituted with the following: Two years additional applicable experience may be substituted for a degree.
- At least two to five years of experience in related field
- Experience in providing technical assistance and on-the-job training.
- Extensive knowledge of one or more operating systems and environments. Specialized experience includes management of Help Desk supporting web-based system, demonstrated knowledge of computer operating systems, mail standards, web browsers, and supervision of Help Desk/user support employees
- US citizenship required to obtain clearance
- clearance holders highly preferred.
B&A has grown to be a company that is trusted by our clients for exceptional service, innovative solutions, and inspired employees. Our service extends through federal, state, and local Government, the private sector, and higher education. Some of our notable clients include Department of Homeland Security, U.S. Customs and Border Protection, U.S. Senate, U.S. Courts, U.S. Census Bureau, U.S. Navy, and more.
B&A is proud to offer full time employees a 100% premium paid medical plan option, which includes coverage for medical, prescription, dental, vision, life insurance, AD&D, disability, Teladoc, and accident insurance. In addition to these benefits, B&A employees enjoy paid time off, tuition assistance, B&A sponsored trainings and certifications, commuter transit benefits (SmartBenefits) for DC Metro full-time employees and a free subscription to a virtual exercise platform (NEOU).
- The B&A Cares program: on-staff registered counselor, 30/60/90-day wellness check ins, personal development, financial management, and stress management seminars, wellness challenges, and more
- A formal mentorship program
- Job shadowing and cross training opportunities
- Brand Ambassador program
- Lifeworks Employee Assistance Program (EAP): engagement through guided wellness and peer recognition. Access to various support resources to include counseling, legal guidance, financial planning, and more
- Monthly virtual events
- B&A Annual Wellness Challenge: #StepWithB&A, #WalkDuringLunchWithB&A, #VolunteeringWithB&A, and #ExerciseDuringLunchWithB&A, and more