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State and Federal Program Specialist

 

The State and federal Senior Program Specialistwill report into Head of ICT State and Federal Programs Division. This position will require strong organization skills,customer follow up,requiresactionsandbehaviorsthatpromoteapositiveandsupportiveworkingenvironmentatalltimes.Additionalresponsibilitiesinclude,butarenotlimitedtothefollowing:

 

 

•       Work cohesively with State and Federal Programs team 

•      Resolve critical issues with any State and Federal program ICT clients 

•      Support  Clients with any audits

•      Submit and track all special construction justifications between customer and company

•      Manage USAC’s EPC portal to ensure accuracy for E-Rate filings

•      Manage Lead Gen portal

•       Receive and process service installation close out packages from Engineering and technical Office for all State and Federal program participants

•      Create and manage State and federal processes to ensure account engagement is in compliance and follows local procurement

•      Proficiency of utilizing multiple systems for project managing

•      Develop and maintain relationship with new and existing client base

•       Attend and participate in all company sponsored trainings

•       Work with IT Apps to build plan in CG, test and put into production

•       GSA Administrator - Manage GSA cert project with vendor then manage GSA procurement

•       Identify and work with contractor to successfully obtain State Mast purchasing agreements for SBI then manage such agreement

•       Work with Legal Affairs to successfully obtain an agreement, MNDA, LOA, amendment, etc.

•       Moderate and manage updates for weekly calls with various ICT clients

•       Ensure all Navajo Nation Procurement proposals have 6% Navajo Nation tax

•       Secondary P.O.C for VBS, administrative account management.

 

•       Work with Public Sector sales team to provider complete and compliant RFP response 

 

•       Moderate and manage tracker for weekly meeting with ETO to discuss all ongoing  or upcoming projects

 

•       Submit and Track feasibilities through completion  with ETO and distribute upon receipt

•       Various administrative responsibilities

 

 

 

Education/Experience:

Associates Degree or five or more years industry experience in related filed. 

 Working Conditions/Physical Activity Level/Manual Dexterity-Working conditions will consist of a well-lighted, heated and/or air conditioned indoor office setting with adequate ventilation. This position may require lifting up to 10 pounds, stooping and bending, and light physical activity, needing manual dexterity sufficient to work with the fingers.

Functional Skills

  • Proficient in Cost Guard, Connectwise and Govwin/Onvia and must have detailed knowledge of Microsoft Office
  • Ability to follow, track, develop and create process
  • This position requires customer service skills and the ability to multi task in high stress work environment
  • Organized self-starter with drive and capable of managing multiple projects 
  • Understanding of all State and federal contracting 
  • Ability to define problems, collect data, establish facts, and draw valid conclusions

Application Support Analyst I

                                                                                                                                              

Job Description Summary:  The Applications Support Analyst I provides support for various applications/services and the systems/networks/hardware they run on.

Major Duties & Responsibilities:

·       Proactively provides support and analysis on system stability, availability, performance and reliability. 

·       Requires knowledge and understanding in any core functionality of the Applications/Systems we support (Postpaid , Prepaid , Message Processing, Mediation, Provisioning, Billing, Web Applications, Middleware, Retail activation Systems, Payment Processing, etc.). 

·       Ability to understand, prioritizes, and resolves multiple complex and critical issues.

·       Protect and insure the stability of the operational systems, as well as maintain the integrity of the data they contain.

·       Assist in determining the impact of operational issues, and provide input towards their resolution. 

·       Assess feasibility and assist in implementation of any project required by the business.

·       Available to provide 24 X7 support as required including on call. 

Additional Duties & Responsibilities:

·      Provide guidance and support to the business for applications/services we support and maintain.   

Key Competencies:  

·       1-5 years System understanding OR  Support experience 

·       Good communication skills, written and verbal

·       Problem solving skills

Computer Software/Hardware Skills:

Basic computer skills (Outlook, Word, Excel and other such programs), experience working in and supporting systems and applications, system monitoring (such as alarm, space and memory monitoring), Operating System knowledge (such as Linux, Unix, Windows), Database knowledge (such as SQL), systems and scripting language (such as Java, HTML, XML).

Specific Requirements/Qualifications:

·       1-5 years System understanding OR  Support experience 

Education Requirements:

·       High School Diploma (Associate Degree or  Bachelor’s Degree preferred)

Physical Requirements:

·       Lifting up to 25 Pounds 

Help Desk Tier II Support - Sunstate Show Low

POSITION: Tier 2 Support Tier 2 Support: Review and work on all tickets with a Tier 2 CW Subtype. Provide Technical assistance and mentoring to Tier 1 Technicians. Work on Tier 1 tickets and help Tier 3 engineers if there are no Tier 2 tickets to work on (whichever is in most demand/pressing to business needs) Tier 2 Technicians should have thorough understanding of all Tiers and their Subtypes. Work on all Tier 2 Faults: All faults which can be categorized from the CW Tier 2 Subtypes should be worked on and resolved by Tier 2 Technicians. Attempt Tier 3 Faults*: If fault constitutes Tier 3 support, but a Tier 2 Technician feels they can resolve the fault, authorization must be acquired from Tier 3 member before attempting to work on faults. Escalation: Where tickets Type/Subtype constitutes Tier 3, Escalation procedure must be followed. this will involve advising the Coordinator that a ticket requires escalation from Tier 2. Once a ticket is escalated it will be re-assigned by the coordinator to Tier 3. This keeps the coordinator in the know. Identify Trends, Patterns & Issues: Tier 2 Technicians are expected to identify more advanced trends and patterns of technical faults. In practical terms, these trends should be addressed by Tier 2 Technicians by writing scripts for automating the repair of these faults, reducing helpdesk effort to repair recurring faults. Project Work: Tier 2 Technicians are expected to aid on Projects as and when required SLAs:Ensure ticket response times are met as per client’s SLAs SKILL SETS Tier 2 Support: Tier 2 Technicians should have thorough understanding of all Tiers in CW and their Subtypes, along with Completion of CW University Tech training Tier 2 skill set: Advanced Computer and operating system trouble shooting. Advanced Networking and troubleshooting. Advanced Help desk experience using ticket programs. 2+ years. Basic Project management and ownership Advanced Client application troubleshooting. Project Lead Experience Excellent documentation in ITBoost Tier 2 Certifications/Qualifications: A+ certification or compatible years of service and work history. Networking+ certification or compatible years of service and demonstrative work history. Security+ certification or compatible years of service and demonstrative work history. CCNA Cisco Certification or compatible years of service and demonstrative work history. Microsoft Certified Professional (MCP) or compatible years of service and demonstrative work history. HELP DESK COVER Helpdesk Cover: Ensure helpdesk is manned always. Request additional support from Coordinator when necessary. Effective use of Resources: Through effective escalation, Tier 2 Technicians should ensure they identify faults effectively to ensure either escalation to correct Tier or demotion to lower Tier. This is done according to CW Subtypes defined in each Tier. Use CW Automate to automate process/reduce technician workload, such as executing Scripts and Reviewing Monitors when troubleshooting faults. Note* - Tier 2 Technicians are permitted to write and test scripts/monitors against their own machines and/or in the Dev environment. However, deployment of scripts/monitors into production environments much first be approved by the Director. TEAMWORK Communication: Communicate – Right Time, Right Place. Role Model: Tier 2 Technicians are role models for Tier 1 Support engineers. As such, they are expected to behave with the professional which this position commands. Identify Rising Talent: Tier 2 Technicians should identify and report Tier 1 Technicians who are showing promising signs of improvement/promotion Team Spirit: Always work for the team, no matter how busy your workload gets. Team players are pivotal to the success of any Team. Behavior & Attitude: Attitude to colleagues and customers is professional, courteous and respectful always. Areas of Concern & Training: Report areas of improvement to Director. This can be down to further training, or areas of weakness. If you don’t let somebody know, they can’t help you. Remember – Teamwork! CUSTOMER SERVICE Effective Communication: Provide clients with accurate, useful information always. Maintain upbeat, positive, can-do attitude, Every customer is important – make sure they feel that way! Complain Handling: Tier 2 Technicians are likely to experience more aggressive client frustrations due to the nature of the faults being dealt with, and the severity of these to clients. Mindful of potential problems and act quickly to mitigate these. All customer complaints should be reported to the Director, even if you have resolved the client’s complaints through ticket resolution. Negative and Neutral survey reports are emailed to the Director. Director will send it to the Technician that worked the ticket as well as the Coordinator for follow up with the customer. If the Negative or Neutral was a mistake the Director will delete the negative. Identify Sales Opportunities: Pick up on client buying signals Identify systems in need of upgrade or replacement Forward Opportunities to CW Sales Board. REPORTING Client Usage: Report clients who have exceptionally high helpdesk usage to the Director, especially when this is sustained over several weeks or months. Helpdesk Cover: Report low helpdesk cover to Coordinator. As a 2nd Line Technician, you will be more aware of tickets which are likely to take significant periods of time to resolve. These should be reported to Coordinator quickly, as prolonged time on support tickets can have an impact on Tier 1 escalation. Documentation: All Technicians in all support Tiers are expected to: - be thorough in the documentation of their work on tickets. Details of verbal discussions with clients, agreed times/dates/actions, precise actions taken and next steps. - keep their Ticket Status’ up to date, reflecting the current state of the fault. -ensure tickets have up-to-date notes at COB of every day. - provide full documented handover to Director ½ day prior to finishing work for Annual Leave. This will give time to clarify any points in the handover. Client information, usernames and passwords and How to documents need to be recorded in ITBoost. Time Recording: All Technicians in all support Tiers are expected to accurately record their time on tickets when entering notes in the ‘Detail Description’ or ‘Resolution’ sections of tickets.