**Please note: This job requires an existing Top Secret Clearance and Polygraph**

Responsibilities and Duties

The Team will provide in-depth Tier 1 and Tier 2 support and problem resolution for technology products and applications. Perform activities related to the standard operational environment and component application deliveries.

• Provide technology or systems-related customer service.
• Develop and improve the operating environment and component application deliveries processes.
• Interface daily with representatives from all elements to resolve technical issues and outages.
• Identify, analyze, and implement process changes.
• Develop performance measures.
• Solicit and track customer satisfaction feedback.
• Manage the transition of IT service and infrastructure initiatives.
• Provide technical guidance and direction to component teams for all new and component specific applications and deployments.

Experience Needed:

• Citizenship: Must Be a US Citizen
• Existing Clearance Required: Active Top Secret SCI with Poly
• Demonstrated experience of a standard operational environment, to include desktop hardware, software, peripherals, web technologies, security guidelines, and operating systems for large mainframe environments.
• Demonstrated experience with account management, network infrastructure, and telecommunications.
• Demonstrated experience with one or more of the major service areas within a large office environment, Requirements Management, Desktop Technologies, Corporate Applications, Access Administration, or Voice Infrastructure.
• Demonstrated experience with the functionality and business applicability of pertinent software applications, including business and corporate applications.
• Demonstrated experience of lifecycle and programmatic milestones, regardless of project type; Basic knowledge of Project Management concepts and principles.
• Demonstrated experience and extensive occupation-specific knowledge of IT industry.
• Demonstrated experience with interpersonal skills to interface consistently and effectively with customers, technical staff, project team members, and management to identify issues, negotiate changes, meet deadlines, market services, and provide excellent customer service.
• Demonstrated experience explaining rules, procedures and highly complex technical information clearly and accurately, both orally and in writing.
• Demonstrated experience eliciting information on moderately complex technical problems from non-technical customers for use in diagnosis, analysis, and resolution of problems requiring significant analysis across multiple environments.
• Demonstrated experience working independently or as lead in team environment to resolve customer problems.
• Demonstrated experience identifying and resolving complex access problems.
• Demonstrated experience to proactively anticipate customer needs, analyze complex requirements, and ensure expectations are met within feasible cost and time projections.
• Demonstrated experience preparing and delivering briefings to convey moderately complex information to peers, customers, and management.
• Demonstrated experience as a team lead, providing feedback, guidance, direction and sharing knowledge, while promoting teamwork, collaboration, and emphasizing quality, customer satisfaction, creativity, and cost effectiveness.
• Demonstrated experience organizing and planning personal as well as team tasks in a changing environment. To include monitoring their execution, anticipating risks, assessing impacts, and developing contingency plans.
• Demonstrated experience developing and implementing transition plans for customers to include introducing new technology and platforms.
• Demonstrated experience developing and presenting correspondence, technical documents, and reports on moderately complex issues that internal offices and technology boundaries.
• Demonstrated experience in making, sound defensible decisions, on a variety of technical resource, and organizational issues, even in ambiguous or high-pressure situations.
• Demonstrated experience defining resource requirements and using resources to attain project goals within cost and schedule outlined.

Main Number: 1-888-663-2690 | info@Dezign-Concepts.com | www.dezign-concepts.com

Dezign Concepts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.