It Support Specialist Jobs

Description:

Sparksoft is a fast-growing woman-owned small business that provides innovative technical solutions to the federal government. We are seeking an IT Support Specialist for an Enterprise Federal Healthcare Program . This individual is responsible for providing support to end users, and ensuring all requests are recorded and monitored in the system.

Responsibilities:

• Record and monitor all end user requests in the Service Management system.
• Utilize a knowledge management solution and provide input on enhancing knowledge articles for efficient service.
• Engage internal and external teams on behalf of the user as their advocate to resolve issues and answer questions, escalating to Tier 2 and 3 for technical and or external vendor support/resolution.
• Ensure high customer service is provided related to hardware, software, MACD (moves, adds, changes, deletes) requests, mobile, telephony, desktop, and other support as required by the government.
• Software product testing including test planning, documentation, execution, defect management and reporting
• Provide feedback to enhance the current capabilities with automation, AI, and machine learning solutions.
• Account administration for first-level software support for the Application.
• Omnichannel tier 2 level technical support seamlessly handling phone, email, web portal, and chat interactions to promote first call resolution. Leverage integrated CRM and Contact Center platforms.
• Maintain and provide feedback for all service desk processes, procedures, SOPs, and scripts in our knowledge base.
• Full lifecycle support and asset inventory management for all local and network printers and fax machines, including installation, relocation, additions, updates, and retirement.

Requirements:

• Quality Assurance testing and manual testing of software.
• Knowledge of categorizing and prioritizing analysis and mapping workload for planning and forecasting.
• Procedure writing (SOPs, work instructions, instructional videos, etc.)
• Excellent communication and problem-solving skills
• Front line and Tier 2/3 Help desk support experience
• Experience using CCaaS systems such as Amazon Connect and CRM/Workflow
• Base Networking experience (Port up/down, DCHP, etc.)
• Inventory control (Asset deployment and inventory management)
• Security software monitoring and support (Anti-Virus alerts and management)
• Must be able to support special projects on weekends as a needed
• Experience using CCaaS systems such as Amazon Connect and CRM/Workflow systems such as Pega.
• O365 administration (Azure Active Directory, OneDrive, Intune, Etc.)

Required:

• Candidates must have lived in the United States 3 out of the past 5 years
• Candidates must be able to obtain and maintain a Public Trust clearance

Education:

• 2+ years of experience
• Bachelor's degree (or higher)

Sparksoft is a certified Capability Maturity Model Integration (CMMI) SVC and DEV Level 3, ISO 9001:2015, ISO 27001:2013, Small Disadvantaged Business (SDB), Women-Owned Small Business (WOSB), and Small, Women-owned, Minority-owned (SWaM), and MBE/DBE/SBE consulting firm. With our focused mission “to ignite innovation, inspire transformation, and implement digital solutions for a healthier nation”, we specialize in 6 specific digital health services: Test Automation, Cloud Services, DevOps Delivery, Cyber Security, Data Science, and Human-Centered Design. Since 2004, our exceptionally skilled people, proven leadership, and optimized processes all work together relentlessly to continuously push for more efficient solutions.

Sparksoft is an Affirmative Action/Equal Opportunity Employer and does not discriminate against any applicant for employment or employee because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic prohibited under Federal, State, or local laws.

If you need accommodation seeking employment with Sparksoft Corporation, please email [email protected] or call 410-424-7700. Accommodations are made on a case-by-case basis.

At Sparksoft Corporation, we take security and protection of personal information very seriously. We will never ask you to send private personal information over email. Accordingly, we ask you to immediately contact our security team via email at [email protected] upon receiving a suspicious request.