IT Operations and Maintenance Specialist

DecisionPoint Corporation is seeking an IT Operations and Maintenance Specialist to join our team!

This position is 100% remote.

Essential Functions, Responsibilities & Duties may include, but are not limited to:

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 request
• 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)

• 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)

Desired Skills & Experience:

• 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

• EEO and Affirmative Action Policy: DecisionPoint Corporation is an Equal Employment Opportunity and Affirmative Action employer. It is the policy of DecisionPoint Corporation to provide equal employment opportunity in accordance with all applicable Equal Employment Opportunity/Affirmative Action laws, directives and regulations to all employees and qualified applicants without regard to race, ethnicity, color, religion, national origin, sex, age, disability status, pregnancy, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected status under Federal, State or Local laws.
• Pay Transparency Policy: In accordance with Presidential Executive Order 13665, DecisionPoint Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.
• Authorization to Share Resume and Personal Information: By expressing your interest and submitting your resume for this position, you authorize DecisionPoint Corporation to share your resume, as well as personal information included on the resume, with its subsidiaries, affiliates and teaming partners for the purpose of considering you for this position and other available positions requiring comparable skills, education and experience. Should DecisionPoint Corporation. or its affiliates and teaming partners wish to initiate pre-employment discussions, you will be asked to complete an employment application and related employment documents.