Empower AI: The Machine Learning Engineer will design, build, and integrate high quality solutions using Machine Learning techniques. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
- Design, build, and integrate high quality solutions using machine learning techniques
- Work with a variety of different types, sources, and volumes of data by scraping, cleaning, extracting, and providing assessment to guide a viable machine learning solution
- Adapt open-source projects, implement research papers, and develop novel solutions to solve diverse business problems
- Being able to adapt and deal with various constraints such as varied data quality, security constraints, hardware limitations, and other resource limitations
- Staying current with state-of-the art techniques in machine learning from newly published research papers
- Effectively communicate realistic goals and status to varied stakeholders including internal and external customers
- Work with cross functional teams to integrate ML solutions within existing or in progress applications
- Lead or participate in project development during all steps of the Software Development Lifecycle, including client requirement definition, architecture design, production deployment, and maintenance activities
- Provide support for pilot projects and proof of concepts with accelerated timelines while working closely with solutions architects and professional services teams
- Work in a remote environment autonomously with minimal oversight
Empower AI: As a Hardware Deployment Technician you will work on the EUD Hardware Deployment Team to configure, test and deploy laptops and other hardware devices to our JSP customers by providing express pickup service. This junior level position will afford the opportunity to work alongside the EUD Tier 2 technicians to enhance your technical skills for advanced troubleshooting techniques to isolate and diagnose IT problems on laptops and peripherals, including software and various hardware. In assuming this position, you will be a critical contributor to meeting Empower AI's mission: To deliver innovative, cost-effective solutions and services that enable our customers to rapidly adapt to dynamic environments.
Highlights of Responsibilities:
- Image, configure and test laptops before deploying
- Perform hardware installs, upgrades, and configure customer-specific hardware and software
- Instruct customers on use of equipment and software
- Troubleshoot to isolate and diagnose IT problems on laptop equipment and peripherals, including software and hardware
- Maintain accountability for receiving and tracking IT equipment through the Defense Property Accountability System (DPAS)
- Maintain equipment inventory controls and policies
- Coordinate with EUD senior technicians, leads, managers and IT support teams to resolve customer incidents/problems, fulfill service requests
- Use Remedy and ServiceNow to work and track customer service requests and trouble incident tickets
- Utilize ITIL best practices to enhance and optimize the services provided to customers
- Ability to multi-task and work under pressure and meet short timelines
- Complete training and utilize required tools to accomplish job functions
- Meet customer requirements for Service Desk performance
- Work Special Projects as assigned
Empower AI: As an Imaging Technician, you will perform imaging and asset management of IT equipment supporting organizational staff members within the Joint Service Provider (JSP) user community. You will interact daily with the customer and members of our team to provide resolution to IT configuration management and related supply requirements. In assuming this position, you will be a critical contributor to meeting Empower AI's mission to fundamentally improve how the government conducts business and help its leaders achieve their missions by realizing the promise of AI.
Highlights of Responsibilities:
- Execute processes and procedures to create and maintain workstation images and build new systems using a standard imaging process
- Utilize software installation scripts for automated software installations
- Follow procedures for receipt and issue of materials and equipment
- Be knowledgeable on the company’s policies and procedures of company and government asset management associated with imaging IT equipment
- Supports all government property and software audits of IT equipment being imaged
- Assess, manage and track several pieces of IT equipment being imaged simultaneously in various stages of production while working under deadlines
- Leveraging technical expertise to troubleshoot and resolve issues with the imaging process
- Manage the supply chain of equipment to ensure sufficient bench stock levels and timely delivery of equipment
- ESSENTIAL FUNCTIONS:
- Responsible for managing very complex and/or high risk technical programs
- Oversees program budget and schedules; may direct staff
- May be responsible for business development within current customer base and/or for new customers
- Exercises a high level of independent judgment and initiative in solving highly complex problems
- Identifies and engages in frequent contacts with potential customers
- Will frequently travel to customer and company locations
- Oversees and develops strategic planning strategy
- Performs related duties as assigned
- Responsibilities also include aiding in the negotiation of contracts and contractual changes and coordinating preparations of proposals, plans, specifications, and financial conditions of contracts
- Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments
- Ensures projects are completed on time and within budget
- Acts as advisor to program team regarding projects, tasks, and operations
- Familiar with standard concepts, practices, and procedures within a particular field
- Relies on extensive experience and judgment to plan and accomplish goals
- Performs a variety of complex tasks
- Typically reports to a unit/department head
ESSENTIAL FUNCTIONS:
The Lead Software Engineer is responsible for the overall Agile delivery process of a software application or service, including design, development, testing, deployment, production application support (e.g., troubleshooting) and maintenance with a focus on automation. The Lead Software Engineer shall collaborate to gather and review software requirements and user stories, provide estimates, create software design specifications, and collaborate with engineers and architects to assess and test hardware and software interactions. The Lead Software Engineer shall create and execute automated test plans and strategies utilizing business requirements and collaborate with engineers, architects, and clients to validate test environments, test data and test results, design and implement code fixes, validate outcomes against expected results and produce associated reporting. The Lead Software Engineer shall solve configuration and environment issues.
The Company:
This is an exciting time at Empower AI. Formerly known as NCI, Inc., our company has been helping our Federal Government customers solve complex mission challenges in the Federal Civilian, Health and Defense environments for nearly 35 years. While building on our heritage, we have also invested and evolved to deliver against tomorrow’s mission needs, including Applied AI – artificial intelligence pragmatically applied against real-world challenges. With new investor ownership and a refreshed growth strategy, we are excited about the future – and about attracting and retaining top-tier talent.
We are continually evolving and building on our six solution areas:
- Artificial Intelligence
- Application Development
- Engineering & Integration
- Infrastructure Modernization
- IT Service Management
- Mission Support
Learn more about our company at www.Empower.ai.
The Opportunity:
We are seeking collaborative, entrepreneurial, flexible team members who will help broaden our existing footprint and expand into new areas of Government service.
At Empower AI, Solutions Architects lead the creation and management of technical solutions and support leadership in setting the technical vision for our solutions. You will support our Defense and Civilian Business Unit leadership in developing solutions in response to Government solicitations and market research requests, designing and implementing technical pilot projects, drafting white papers, and developing solution designs for new programs. Our team of Solution Architects are critical contributors to meeting Empower AI's mission. You will report directly to our Chief Growth Officer and be a core member of the growth operations organization.
Responsibilities:
- Analyze and focus on technology-driven opportunity requirements and generate capture artifacts (including supporting solution and basis of estimate development) for development/proposal responses
- Develop technical diagrams and presentation materials
- Lead/facilitate technical strategy and brainstorming sessions
- Deliver formal presentations in support of gate reviews
- Assist in the design of interface standards, quality assurance standards, performance standards, and cost-benefit analysis of modem state-of-the-art information systems
- Maintain an understanding of offerings across the technical marketplace with specific emphasis on innovative development tools, techniques, and automation solutions/ development tools, techniques, and vendor capabilities /relationships
- Maintain working knowledge of best practices in service delivery, as well as capability enhancements associated with data analytics, DevSecOps, Agile development, and system integration
- Analyze technical system requirements and provide detailed recommendations and guidance to software development teams on topics such as:
- Technical software design and architecture
- System integration design, architecture, and best practices
- Relational database design and usage
The Company:
This is an exciting time at Empower AI. Formerly known as NCI, Inc., our company has been helping our Federal Government customers solve complex mission challenges in the Federal Civilian, Health and Defense environments for nearly 35 years. While building on our heritage, we have also invested and evolved to deliver against tomorrow’s mission needs, including Applied AI – artificial intelligence pragmatically applied against real-world challenges. With new investor ownership and a refreshed growth strategy, we are excited about the future – and about attracting and retaining top-tier talent.
We are continually evolving and building on our six solution areas:
- Artificial Intelligence
- Application Development
- Engineering & Integration
- Infrastructure Modernization
- IT Service Management
- Mission Support
Learn more about our company at www.Empower.ai.
The Opportunity:
We are seeking collaborative, entrepreneurial, flexible team members who will help broaden our existing footprint and expand into new areas of Government service.
At Empower AI, Solutions Architects lead the creation and management of technical solutions and support leadership in setting the technical vision for our solutions. You will support our Defense and Civilian Business Unit leadership in developing solutions in response to Government solicitations and market research requests, designing and implementing technical pilot projects, drafting white papers, and developing solution designs for new programs. Our team of Solution Architects are critical contributors to meeting Empower AI's mission. You will report directly to our Chief Growth Officer and be a core member of the growth operations organization.
Responsibilities:
- Analyze and focus on technology-driven opportunity requirements and generate capture artifacts (including supporting solution and basis of estimate development) for development/proposal responses
- Develop technical diagrams and presentation materials
- Lead/facilitate technical strategy and brainstorming sessions
- Deliver formal presentations in support of gate reviews
- Assist in the design of interface standards, quality assurance standards, performance standards, and cost-benefit analysis of modem state-of-the-art information systems
- Maintain an understanding of offerings across the technical marketplace with specific emphasis on innovative development tools, techniques, and automation solutions/ development tools, techniques, and vendor capabilities /relationships
- Maintain working knowledge of best practices in service delivery, as well as capability enhancements associated with data analytics, DevSecOps, Agile development, and system integration
- Analyze technical system requirements and provide detailed recommendations and guidance to software development teams on topics such as:
- Technical software design and architecture
- System integration design, architecture, and best practices
- Relational database design and usage
The Company:
This is an exciting time at Empower AI. Formerly known as NCI, Inc., our company has been helping our Federal Government customers solve complex mission challenges in the Federal Civilian, Health and Defense environments for nearly 35 years. While building on our heritage, we have also invested and evolved to deliver against tomorrow’s mission needs, including Applied AI – artificial intelligence pragmatically applied against real-world challenges. With new investor ownership and a refreshed growth strategy, we are excited about the future – and about attracting and retaining top-tier talent.
We are continually evolving and building on our six solution areas:
- Artificial Intelligence
- Application Development
- Engineering & Integration
- Infrastructure Modernization
- IT Service Management
- Mission Support
Learn more about our company at www.Empower.ai.
The Opportunity:
We are seeking collaborative, high-energy entrepreneurs to help us expand our presence in the US Air Force. We are looking for entrepreneurial leaders who can not only broaden and deepen our existing footprint, but especially those who relish “white space” and are excited to lead us into new customer situations.
The Director, Business Development (BD) serves as a force multiplier for growth – not only at the “tip of the spear” in identifying, originating and qualifying opportunities, but leading teams through the entire business development lifecycle through award. This highly visible role will be at the center of the design and execution of our strategic account strategies, as well as leading our efforts against corresponding pipelines for a designated set of customers.
We are looking for BD executives with proven track records in winning US Air Force work, with knowledge and relationships in areas such as the Air Force Lifecycle Management Center (AFLMC) among other organizations.
Responsibilities:
- Identify qualify, shape, and win opportunities
- Develop customer relationships and position for opportunities using a consultative business development approach
- Lead customer meetings (e.g., initial discussions, formal presentations, informal conversations)
- Manage a multi-year opportunity pipeline
- Inspire, motivate and lead teams - without direct line authority - to achieve distinctive results
- Work closely with Corporate and Business Unit leadership, Capture Management, Proposal Management, Contracts Management, Pricing and and other colleagues to ensure the development and delivery of winning proposals
- Play a central role in helping to develop account strategies
- Lead internal opportunity problem-solving and gate review discussions
- Develop effective teaming partnership with other firms
We are seeking collaborative, high-energy entrepreneurs. Those colleagues who can not only broaden and deepen our existing footprint, but especially those who relish “white space” and are excited to lead us into new customer situations.
The Director, Capture Management (CM) serves as a force multiplier for growth, leading teams from qualified opportunity through award. This highly visible role will be at the center of the pursuit of our highest value opportunities, working closely with Corporate and Business Unit leadership, Business Development, Proposal Management, Pricing, Contracts Management and other colleagues.
We are looking for Capture Management executives with successful track records that include winning Federal opportunities at the $50M-100M+ TCV (Total Contract Value) level.
Responsibilities:
- Lead capture strategy and tactics to successfully shape and win opportunities
- Develop and lead opportunity shaping strategies, competitive analysis, Black Hat facilitation and, in tandem with Proposal Management, proposals
- Develop customer relationships and position for opportunities using a consultative approach
- Inspire, motivate and lead teams - without direct line authority - to achieve distinctive results
- Work closely with Corporate and Business Unit leadership, Business Development, Proposal Management, Contracts Management, Pricing and other colleagues to ensure the development and delivery of winning proposals
- Lead internal opportunity problem-solving and gate review discussions
- Develop effective teaming partnership with other firms
The Company:
This is an exciting time at Empower AI. Formerly known as NCI, Inc., our company has been helping our Federal Government customers solve complex mission challenges in the Federal Civilian, Health and Defense environments for nearly 35 years. We have a multi-decade relationship serving the US Army as a customer. While building on our heritage, we have also invested and evolved to deliver against tomorrow’s mission needs, including Applied AI – artificial intelligence pragmatically applied against real-world challenges. With new investor ownership and a refreshed growth strategy, we are excited about the future – and about attracting and retaining top-tier talent.
We are continually evolving and building on our six solution areas:
- Artificial Intelligence
- Application Development
- Engineering & Integration
- Infrastructure Modernization
- IT Service Management
- Mission Support
Learn more about our company at www.Empower.ai.
The Opportunity:
We are seeking collaborative, high-energy entrepreneurs to help us expand our presence in the US Army. We are looking for entrepreneurial leaders who can not only broaden and deepen our existing footprint, but especially those who relish “white space” and are excited to lead us into new customer situations.
The Director, Business Development (BD) serves as a force multiplier for growth – not only at the “tip of the spear” in identifying, originating and qualifying opportunities, but leading teams through the entire business development lifecycle through award. This highly visible role will be at the center of the design and execution of our strategic account strategies, as well as leading our efforts against corresponding pipelines for a designated set of customers.
We are looking for BD executives with proven track records in winning US Army work, with knowledge and relationships in areas such as Program Executive Office Enterprise Information Systems (PEO EIS), US Army Cyber Command (ARCYBER) as well as Army Materiel Command (AMC).
Responsibilities:
- Identify qualify, shape, and win opportunities
- Develop customer relationships and position for opportunities using a consultative business development approach
- Lead customer meetings (e.g., initial discussions, formal presentations, informal conversations)
- Manage a multi-year opportunity pipeline
- Inspire, motivate and lead teams - without direct line authority - to achieve distinctive results
- Work closely with Corporate and Business Unit leadership, Capture Management, Proposal Management, Contracts Management, Pricing and and other colleagues to ensure the development and delivery of winning proposals
- Play a central role in helping to develop account strategies
- Lead internal opportunity problem-solving and gate review discussions
- Develop effective teaming partnership with other firms
POSITION SUMMARY
DIGIT is seeking a Desktop Support Technician to support onsite information technology needs for GSA users in the Regional Office Building. This position will work as part of a team to troubleshoot hardware, communicate with GSA site POCs, facilitate fix actions and support request fulfillment.
As a leading provider of advanced information technology solutions and professional services to U.S. federal government agencies, is the prime for a $807m task order in support of the General Services Administration (GSA) Office of Digital Infrastructure Technologies (IDT) DIGIT (Digital Innovation for GSA Infrastructure Technologies) task order driving digital transformation and delivering continuous improvement and business value to its customers. The team is comprised of the best-in-class technology partners to leverage forward-leaning technologies and best practices to transform GSA’s IT capabilities and shift offerings to provide a more flexible service delivery model, completing the agency’s shift to a fully digital experience along with its adoption of advanced, emerging technologies such as intelligent automation, artificial intelligence, and machine learning.
POSITION RESPONSIBILITIES:
- Performs a variety of clerical and administrative duties pertinent to on site support.
- Responds to trouble tickets to resolve user problems.
- Provides technical support through phone, email, and instant message to users in the areas of password resets, e-mail, directories, standard MS Windows desktop applications, smartphones and network connectivity.
- Provides personal computer support problem analysis, and hardware/software installation and configuration.
- Interacts daily with customers to ensure productivity; provides individual feedback.
- Monitors team productivity and quality; provides individual feedback.
- Maintains an audit trail and statistical records of all problems and conditions reported by the client.
THE OPPORTUNITY
We are seeking collaborative, entrepreneurial, flexible team members who will help broaden our existing footprint and expand into new areas of Government service. You should be growth-minded with a desire to make a mark on the proposals that are developed for our Government customers.
The Proposal team will be a diverse tight-knit group of collaborators who are able to apply proposal best practices, while still being flexible enough to move quickly and make sound decisions. You must have an ownership mindset with an eye toward producing high-quality, tailored proposal content that meets our customers where they are. We offer an opportunity to continue your APMP membership (or start a new membership) and participate in events and conferences. We work in a SharePoint and MS Office environment and use a pipeline management tool that is user friendly and interfaces with systems across the business lifecycle.
You will report directly to the Vice President of Proposals and Growth Operations and interact regularly with other leaders and members of the Growth organization. You are a key to the success of the organization, and you should come prepared to contribute to individual proposals and the team in a meaningful way.
POSITION RESPONSIBILITIES:
Proposal Level:
- Lead proposals end-to-end with little direct oversight – making sound decisions and pushing business leaders to adhere to best practices.
- Conduct color reviews that focus not only on compliance but offer insights and suggestions that directly impact the quality and scoring potential of the proposal.
- Take an ownership mindset working with the BD, Capture, Solution, Pricing, and Contracts teams to deliver material on time.
- Manage other team members such as alliance or partnership members to ensure they deliver content when needed.
- Engage regularly with teams through stand-up, check-in and other calls.
- Oversee the design and development of graphics and tailored materials for proposals.
- Drive production and delivery to meet due dates.
Growth Team Level:
- Develop and maintain a library of proposal knowledge (e.g., reuse material, lessons learned, past performance, graphics).
- Participate in Black Hat, Capture and other Gate reviews.
- Collaborate with teams in developing win themes, bid strategy, and bid decisions.
- Identify and take action on areas of improvement for the team.
- Participate actively in the growth and design of the proposal and growth operations organization.
- Support the maintenance of the pipeline and actively contribute to bid decisions.
Empower AI: As the Senior Macintosh Systems Engineer, the candidate will provide advanced technical and senior engineering level support for the Macintosh Center of Excellence. Will work as part of a collaborative team tasked with providing full-range IT support for the JSP’s Mac environment and underlying Mac support systems. This includes Tier I through Tier IV support services covering user support, operations, and engineering functions. Candidate will develop solutions, build, test and deploy macOS while implementing hardening best practices using the DISA STIG, NIST, and other government approved security guidance. Candidate will integrate multiple third-party applications required for securely operating within existing DoD and Federal Government Active Directory based networks.
Highlights of Responsibilities:
- Provide advanced level of configuration and troubleshooting knowledge for macOS
- Create and administer Apple operating system installation and application packages using JAMF Pro
- Knowledge of installing, configuring, and supporting the following third-party software: ActivClient, Centrify, McAfee Security, Citrix, Cisco Anyconnect and/or Juniper VPN.
- Provide COTS support and configuration knowledge in an enterprise environment of other Macintosh related applications such as Microsoft Office, Firefox, and Adobe products (Acrobat, Creative Cloud). This includes methods of packaging volume-licensed applications for deployment and repackaging non-PKG installers.
- Research solutions utilizing all available resources.
- Work with vendors to address issues that require escalation. Work with the vendor to provide testing and feedback for a successful resolution.
- Knowledge of Windows network based authentication using smartcard (CAC/PIV) accreditation to obtain a domain issued Kerberos ticket
- Knowledge and understanding of PKI, trusted certificates, certificate authorities, Keychain configuration, and Online Certificate Status Protocol (OCSP) services.
- Configure, test, and implement DISA STIG requirements in accordance with DoD and Federal Government IT security policies.
- Ensure all MAC developed/maintained solutions remain compliant with Government STIG’s and ACAS scans
- Performs high-level systems evaluation, analysis, design, integration, implementation, and documentation of complex scenarios.
- Test all MAC solutions and infrastructure changes in the enterprise test environment
- Provide engineering support to analyze and resolve difficult macOS and software issues
- Provide MAC System Improvement Recommendations (SIRs) for system operations to ensure reliability, performance, capacity, and optimal resource utilization
- Develop “as-built” documentation and architecture/network diagrams that support the installation of MAC systems to be repeatable
- Assist in the establishment of MAC technology “best practices” and provide documentation to support all initiatives.
- Maintain and support configuration management tools
- Assist in the maintenance and documentation of desktop, laptop, and server configurations
- Participate in the development of new desktop/laptop images and workflows as new macOS versions are released
- Develop custom application solutions to support customer requirements
- Participate in collaborative efforts to support Apple products and technologies
- Participate in macOS and iOS pilots, IPRs, working groups, and other efforts
- Responsible for scripting using AppleScript and Unix Shell Scripts.
- Directs and participates in all phases of system development and advancement
- Applies higher-level business or technical principles and methods to difficult technical problems to arrive at automated engineering solution.
- Designs and prepares technical reports and related documentation.
Empower AI: As a Systems Engineer – Level 3, you will work with a team of professionals who are responsible for designing, implementing, and administering security systems for the safety of the United States. In assuming this position, you will be a critical contributor to meeting Empower AI's mission to fundamentally improve how the government conducts business and help its leaders achieve their missions.
Highlights of Responsibilities:
• Provide a broad range of support to various organizations of the US Government.
• Duties include assisting with the design, modification, operation, maintenance, and support of complex computerized electronic and radio frequency receiver equipment and systems.
• Performs directly or oversees researching, selecting, installing, testing and/or development of electronic systems mainly for Technical Surveillance Countermeasures (TSCM) purposes.
• Assists to resolve difficult and complex Technical Security problems, both independently and as part of a TSCM team.
As the Helpdesk Support (Senior) (NCR), you will act as a model of customer service excellence to all organizational staff members in the Office of Military Commissions (OMC) as part of DISA’s Joint Service Provider (JSP) Service Delivery contract. You will participate in a team of highly qualified professionals and interact daily with the customer to ensure productivity and resolve IT issues that the end-users may have with existing desktops, laptops, software installation issues, and other critical needs. Further, you will participate in the planning and implementing key OMC IT initiatives anticipated during this effort. Although this position resides in the NCR, there may be a requirement to travel to Naval Station Guantanamo Bay (NSGB) occasionally.
Highlights of Responsibilities:
- Provide IT Help Desk support using the Information Technology Infrastructure Library (ITIL) Information Technology Service Management (ITSM) model during OMC business hours.
- Provide IT support services and call triage, including First Call Resolution, Impact and Priority Based Incident Categorization.
- Provide timely customer feedback, monitor/update assigned ticket status, and ensure warm hand-off and/or escalation.
- Maintain a professional appearance and demeanor during duty hours, official travel, and when working with the user community.
- Provide O&M support for OMC desktop, laptop, and tablet information systems.
- Image information systems using the government-provided operating system image
- Provide onboarding and provisioning of new accounts and deprecation for users departing the organization.
- Submit tickets for all reported incidents, work orders, and service requests.
- As required, provide surge support to NSGB for OMC Users participating in court hearings, trial activities, and other events.
- Provide VTC support for scheduling, call setup, testing, and troubleshooting measures.
- Facilitate mapping and troubleshooting user access to shared network resources.
- Support computer peripheral device requests, installation, and troubleshooting IAW established policies and procedures.
- Support software requests, installation, and troubleshooting IAW established policies and procedures.
- Support mobile device requests, issuance, accountability, troubleshooting, and retrieval of IAW government-approved processes.
- Provide PKI Trusted Agent (TA) support; this includes but is not limited to; submitting new token requests, retrieving, issuing tokens, and the collection/turn-in of returned/expired tokens IAW established policies and procedures.
- Provide Voice Over Internet Protocol (VOIP) and Secure VOIP troubleshooting. This includes port activation requests, connectivity, and trouble ticket submission.
- Troubleshoot all information system hardware line replaceable units (LRU).
- Provide maintenance and support for local/networked printers, scanners, digital senders, and other multi-function devices. The contractor will procure replacement parts (e.g. Fuser) and other consumables (e.g. Toner) on a cost-reimbursable basis as required.
- Provide transportation, delivery, and setup of IT assets throughout the NCR and NSGB. The Government will provide transportation to Guantanamo Bay, Cuba and for shipment of IT assets. Transportation, delivery, and setup of IT assets throughout Guantanamo Bay, Cuba, will require the contractor to use Government vehicles in NSGB and to sign an indemnity agreement.
- As requested, provide desk-side training to the end user for standard software and equipment issues. Desk-side training includes but is not limited to software and equipment demonstration, tri-fold brochures and quick start guides, and demonstration of links to online and web-based IT training.
- Will utilize Government approved tools to accurately report, document, administer, and resolve customer issues.
- Government-provided tools include, but are not limited to, the following:
(1) BMC Remedy and Service Now (SNOW) for ticket submission, tracking, and routing; and
(2) Microsoft SharePoint as a knowledge management repository for SOP’s.
- Develop performance measurements (goals/metrics/reports) utilizing the current service desk platform and facilitate a feedback system to team members on customer service, communication, and technical skills, to enhance the quality of support delivered.
- Utilize ITIL best practices to enhance and optimize the services provided to end users.
- Manage the implementation of an enterprise knowledge base and knowledge management best practices.
- Coordinate with OMC and JSP IT support teams to resolve customer incidents/problems, fulfill service requests, and institute continuous improvement initiatives and methods.
- Resolve customer issues effectively or escalate them to appropriate support tiers.
- Work with management in assessing staff performance/reviews/changes.
- Assist in the professional and technical development of the team
Empower AI: As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all support organizational staff members You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.
Highlights of Responsibilities:
- Documents Incident with detailed break-fix steps and resolution in Service Now ticket tracking system.
- Provides advanced Customer Service and Support.
- Communicates with high profile customers in a professional and courteous manner.
- Performs installs, upgrades, and configures customer-specific hardware and software.
- Accepts warm transfers from other technicians to continue remote support.
- Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
- Provides remote and on-site troubleshooting for hardware and software support.
- Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
- Upgrades software components as required.
- Provides customers with network technical support.
- Instructs customers and support staff in use of equipment and software.
- Possesses the ability to complete multiple simultaneous projects in a timely manner.
- Interfaces with infrastructure, Network Operations, database, and development personnel.
Serves as the program manager for a large, complex project and works with the Government Contracting Officer (KO), Contracting Officer Representative (COR), Government management personnel and customer representatives, and Contractor leads and staff. Responsible for the overall management of the project) and ensuring that the technical solutions and schedules in the contract are implemented in a timely manner. Performs enterprise-wide horizontal integration planning and interfaces to other functional systems. Organizes, directs, and coordinates the planning and production of all contract support activities. Provides industry best practices for executing projects based on the Information Technology Infrastructure Library (ITIL) model and the Project Management Institute (PMI) Project Management Body of Knowledge (PMBOK).
Highlights of Responsibilities:
- Responsible for managing a very large and complex program
- Oversees program budget and schedules
- Exercises a high level of independent judgment and initiative in solving highly complex problems
- Coordinates and monitors the scheduling, pricing, and technical performance of company programs
- Responsibilities also include aiding in the negotiation of contracts and contractual changes and coordinating preparations of proposals, plans, specifications, and financial conditions of contracts
- Ensures adherence to master plans and schedules, develops solutions to program problems, and directs work of incumbents assigned to program from various departments
- Ensures projects are completed on time and within budget
- Acts as advisor to program team regarding projects, tasks, and operations
- Relies on extensive experience and judgment to plan and accomplish goals
- Analyzes, schedules, monitors and documents project activities in accordance with contract scope of work and terms and conditions
- Plans, organizes and directs subordinate project task leaders, including the establishment of project schedules and operating procedures to ensure efficient daily operations of the project
- Assigns task leaders, coordinates and reviews the work of the project staff to ensure high quality products, cost-efficient performance and adherence to schedule
- Manages a staff located in multiple global locations
- Ensures that all required resources such as engineering, manpower, production, computer time, facilities and the like are available for the program
- Plans, directs and monitors program budget and serves as primary customer contact for program information; responsible for Profit & Loss (P&L)
- Plans, organizes and directs subordinate project task leaders, including the establishment of project schedules and operating procedures to ensure efficient daily operations of the project
- Assigns task leaders, coordinates and reviews the work of the project staff to ensure high quality products, cost-efficient performance and adherence to schedule
- Utilizes expert communication skills to direct the skilled technical resources and reports on the technical progress, issues, and problem areas as well as writes and reviews technical documentation
- Coordinates with corporate support organizations to obtain assistance, as required, accomplishing project tasks
- Holds periodic meetings with project management staff to review project progress, policies and procedures, and to gather and disseminate corporate matters of interest
- Directs and manages staff, develops subordinate skills, and responsible for performance management
As a Knowledge Management Specialist, you will support the Joint Service Provider (JSP) organization with the gathering, documenting, and dissemination of processes and procedures used to support our customers. The problem sets that are in demand at JSP cover a wide verity of technical disciplines. The position requires an individual that has a strong technical writing or documentation capability, that will complement and support the analysis performed by others on the team. One must have the ability to understand and describe/document information and processes and also create directions on how to implement developed solutions.
Highlights of Responsibilities:
- Acts as the technical Subject Matter Experts (SMEs) to capture, document, and update Standard Operating Procedures (SOPs), Work Instructions, and other technical documentation for the Customer Service Center support personnel
- Analyzes, manages, and maintains the Knowledge Base Customer Support portal for Service Delivery personnel
- Analyzes, manages, and maintains knowledge artifacts and web links on the portal (SharePoint Online)
- Serves as the process SME when gathering requirements for new and existing supported services
- Facilitates and conducts the annual SOP review for Service Delivery Support Groups
- Coordinates with various technical SMEs to develop training documentation on technologies and processes supported by the Customer Service Center
- Administers, coordinates, and conducts technical training for Service Delivery personnel
- Works special projects, as required
PRICING ANALYST IV
- Leads the pricing function in a diverse organization with multiple large and complex pricing proposals ongoing continually
- Prepares and presents detailed cost/price briefings for management, including discussion of RFP pricing requirements and evaluation criteria, competitive analysis, pricing strategies, and key financial metrics
- Ensures proposals are compliant with Federal, Corporate and RFP requirements, conducts internal reviews of cost/price proposals, and ensures adherence to the company's Estimating System/Pricing Manual. Interfaces with Senior Management, Business Development and Proposal Teams to identify issues, support strategy, implement solutions, develop guidance and ensure compliance
- Participates and leads efforts to template and streamline cost/price proposal requirements for use across organization - supporting complex spreadsheet models, analysis and summarization of data, narrative and descriptive documentation and price development methodologies
- Brings tools and innovation to improve the pricing process across the company
- Maintains detailed pricing documentation files to serve as reference for future inquiries or audits
- Works closely with Contracts, Purchasing, Legal, Proposal Development, and Operations to ensure the cost/price proposal is professional, compliant, accurate, competitive and profitable
- Supervises lower level pricing employees
Empower AI: As a Deskside Support Technician (Tier 2), you will act as a model of customer service excellence to all organizational staff members in supporting the Joint Service Provider (JSP) user community. You will be working with a team of professionals providing end user support relative to software, hardware, and network assistance and you will interact daily with the customer to ensure productivity and provide resolution to IT issues that the end-users may have with existing desktops, laptops, software installations issues, and other critical needs. The Deskside Support Technician is predicated on Tier 2 diagnostic experience and judgment, as well as the application of pre-established workflow procedures and instructions to identify research and resolve technical problems. Additionally, the Deskside Support Technician documents, tracks and monitors the incidents, and work orders to ensure a timely resolution.
Highlights of Responsibilities:
- Documents Incident with detailed break-fix steps and resolution in Remedy ticket tracking system.
- Provides advanced Customer Service and Support.
- Communicates with high profile customers in a professional and courteous manner.
- Performs installs, upgrades, and configures customer-specific hardware and software.
- Accepts warm transfers from other technicians to continue remote support.
- Performs advanced troubleshooting to isolate and diagnose IT problems on desktop equipment and peripherals, including software and hardware.
- Provides remote and on-site troubleshooting for hardware and software support.
- Troubleshoots and supports Windows operating systems, advanced MS Office product issues, and other IT issues.
- Upgrades software components as required.
- Provides customers with network technical support.
- Instructs customers and support staff in use of equipment and software.
- Possesses the ability to complete multiple simultaneous projects in a timely manner.
- Interfaces with infrastructure, Network Operations, database, and development personnel.