Technical Support Professional Job in Lanham, Maryland Us
Description
Essential Job Functions
The Infrastructure Shared Services (ISS) program is responsible for building and delivering an infrastructure that is scalable, interoperable, flexible, manageable, and features standardized operations and a single security and enterprise systems management framework. This infrastructure will enable the Internal Revenue Service (IRS) to deploy modernized business systems and integrate with the current processing environment to support data access, web based service delivery for taxpayers, third parties, and internal users, and do so in a fully secure and optimally managed operational environment.
Act as one of the Infrastructure Deployment Communications Coordinators who will ensure that the computer hardware and software builds (deployments) into the pre-production environment is successful. Act as the Point of Contact (POC) to the client. Must have a demonstrated ability to write clear and concise semi-technical documentation. Must be able to work with a minimum amount of supervision in a fast paced environment. Must have demonstrated experience with handling multiple tasks with a high degree of detail. Must possess very strong organizational skills and have the ability to accomplish operational process improvements. Ability to work with users to identify current operating procedures and clarify project/business objectives. Position requires ability to prepare project time and resource estimates (VROMs). Lead pre and post deployment coordination activities. Be able to provide non-technical support to software developers. The ability to provide support to the CM process, and the in-house software "Package" build process. Escalate problems to internal management team, and with user management and technical staff as necessary to clarify program intent, identify problems, suggest changes, and determine required corrective actions. Qualifications
Basic Qualifications
- Bachelor's degree or equivalent combination of education and experience
- Bachelor's degree in computer science or related field preferred
- Four or more years of technical support experience
- Experience working with company products and operating systems
- Experience working with solving computer-related technical problems
- Experience working with company escalation policy
- Experience working with relevant deployment strategies and methodologies
Other Qualifications
- Strong interpersonal skills for interacting with team members and clients
- Strong communication skills
- Organization skills to balance and prioritize work
- Strong analytical and problem solving skills
- Leadership skills to guide and mentor the work of less experienced personnel
- Willingness to travel
