IT Operations and Maintenance Specialist

3 days ago

🦀 Maryland – Remote

Although this job is listed in Maryland, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

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DecisionPoint Corporation

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DecisionPoint Corporation is a Service Disabled Veteran Owned Small Business specializing in IT modernization and digital transformation for government agencies. They provide comprehensive services including cybersecurity, health IT, and intelligent automation solutions, aimed at improving operational efficiency and effectiveness while ensuring secure cloud migration. Their Centers of Excellence approach drives mission success by addressing the most pressing challenges faced by government entities through innovative technology and expert support.

Business Development & Capture • Transformational Mission Critical Technology • Enterprise Network Operations/Cloud • Program management support • ATFP

51 - 200 employees

Founded 2011

🔒 Cybersecurity

⚕️ Healthcare Insurance

☁️ SaaS

📋 Description

• Coordinate with project team members to provide technical support to the contractor development team and the Department of State customer that includes a user base of 200+ sites around the world. • Assist in preparing documentation for the ADG suite of applications to support the Department of State. • Create and maintain technical documentation including Knowledge Base articles & FAQs. • Consult with participants, overseas missions, and other Department offices about application requirements. • Troubleshoot issues reported by users in the field with varying levels of detail and communicate with users diplomatically when report details are not clear. • Work within the Support and Development teams to test potential solutions to issues reported by users and communication those solutions back to the users clearly. • Assist with quality assurance testing when necessary. • Conduct User Administration for ADG applications and support tools used by the ADG team. • Report to senior management regarding Support Desk best practices, processes, metrics, and ongoing service requests. • Assist Deployment & Support Technical Program Manager with additional strategic efforts as needed. • Occasional travel to support on-site DOS locations may be required (est. 2 weeks per year).

🎯 Requirements

• Active Secret Security clearance. • Bachelor’s Degree with a minimum of 2 years of experience working within a service desk supporting a federal customer. • Experience with ServiceNow ITSM and managing global, 24/7 ticket queues and help desk. • Extensive knowledge of cloud platforms, including Microsoft Azure, Amazon Web Services, and/or Google Cloud Services. • Extensive knowledge of cloud productivity suites, including Microsoft’s Office 365 and Google G-Suite. • The ability to communicate technical as well as non-technical information clearly, both orally and in writing to both technical and non-technical audiences. • Extensive experience with logistical support, recovery planning, and implementation. • Experience using PC workstation operations in a Microsoft Office environment including MS Edge, MS Word, Excel, Outlook, PowerPoint. • Experience using MS Teams (or equivalent video sharing tools). • Experience specifically with US Department of State software development projects. • Experience with financial applications. • Hands-on experience with Microsoft Azure administration. • Significant working knowledge of MS Teams & Teams sites. • 2+ years of hands-on experience with ITSM ServiceNow. • Soft skills that make a successful Service Desk employee, including: Strong communication skills - written and verbal, Technically savvy - ability to quickly learn our ADG Suite of applications, Adaptability - willingness to learn new applications as we continue to expand, Diligent - good at following up and closing tickets.