RVCM (Revacomm) is a leader in Agile Software Development, User-Centered Design, and DevSecOps. As an enterprise digital transformation company, we transform organizational challenges into powerful digital capabilities through fresh experiences and innovative technology. Here, you'll bring amazing user experiences to life through your knowledge and perspective. The problems you will solve are as dynamic as our customers, who range from the Department of Defense to financial institutions, to healthcare and even state and local agencies.

We are embracing the future of work. Make an impact, wherever you are. Home is the place where you connect with 'ohana (family), friends, and what makes you feel good. Now, work from home allows you the opportunity to make a real impact and help bring out the best in one another.

What You'll Do Here

Here at RVCM, we support our clients in the Government, Public, and Private sectors to enable digital transformation and bring technology to the forefront of their offerings to users to streamline, enhance, and empower their mission. We are looking for an IT Specialist to support our internal and external stakeholders in delivering and deploying client-specific hardware and software in accordance with established organizational processes, as well as to monitor and review changes and requirements to determine new deployment strategies and make suggestions for more efficient, impactful, or budget-conscious hardware/software solutions.

Responsibilities

• Engineer and maintain systems and services translated from business requirements
• Diagnose and resolve customer reported system incidents, problems, and events through an omnichannel support system (phone, email, chat-based, in-person, etc.)
• Support programs within RevaComm like DecSecOps tools and development environments
• Install and configure hardware, software, and peripheral equipment for system users in accordance with organizational standards
• Troubleshoot system hardware and software, proactively research and prepare for updates and new technologies as they become available
• Administer accounts, network rights, and user access to systems and equipment
• Develop and deliver technical training to educate others or meet customer needs
• Leverage DevOps and Agile principles to design, engineer, and deliver solutions to the enterprise
• Assist RVCM internal and external stakeholders in the following core competencies: Computers and Electronics, Incident Management, Information Assurance, Information Management, Information Technology Assessments, Infrastructure Design, Policy Management, System Administration, System Testing, IT System Evaluation

What You'll Bring to the Team

• Demonstrated success in a customer service, help desk, or call center; both in addressing and resolving Tier I and Tier II IT support issues, as well as delivering exceptional service to the customers
• Expertise with Microsoft Office and/or Google Suite
• Expertise in computer operations, networking, and account management
• Highly proficient with the tools and processes to diagnose and repair software, hardware, and peripheral equipment
• Highly proficient in working alongside multiple teams in a fairly horizontally structured organization
• Highly proficient in applying definition to incidents, problems, and events in the ticket monitoring system
• Proficient in gaining the knowledge of an organization's information classification program and procedures to monitor information risks, vulnerabilities, and compromises
• Proficient in being able to research, obtain trusted information, and diagnose less common and more complex system issues
• Proficient with industry standards and best practices related to IT Service Desk
• Proficient with IT system operations, maintenance, and security protocols required to maintain functionality of deployed assets
• Proficient in collaborating with OEMs and suppliers to troubleshoot novel system issues
• Exceptional communication skills, written and verbal, to coordinate and collaborate with internal and external stakeholders at all levels of the organization, with diverse technical knowledge and backgrounds
• Willingness to work in accordance with, and in support of projects that are aligned to the Department of Defense; observing certain government and military regulations and requirements as necessary to complete work
• Currently holds, or willingness to undergo the process to acquire appropriate security clearance to support DoD staff

The following points are not requirements, but are indicative of previous knowledge, skills, and experiences that would translate well into this role and provide a more seamless transition into the work environment.

• Previous experience collaborating with government contract entities, military personnel, civilians, and/or DoD in a professional environment
• Knowledge of remote access processes, tools and capabilities related to customer support
• Knowledge of computer networking concepts and protocols as well as network security methodologies
• Knowledge of risk management processes for assessing and mitigating risks
• Experience in creating documentation and querying for reported incidents, problems, and events
• Experienced in identifying possible causes of degradation of system performance and availability, on a proactive and reactive basis
• Familiarity with cyber threats and vulnerabilities
• Familiarity with specific operational impacts of cybersecurity lapses
• Familiarity with national and international laws, regulations, policies, and ethics related to cybersecurity
• Familiarity with physical components and architectures, including the functions of various components and peripherals: CPUs, Network Interface Cards, Data Storage, Physical Storage, Cloud-based Storage, WiFi infrastructure, Wired infrastructure, Servers, Mainframes, etc.
• Familiarity with electronics and peripheral devices: Keyboards, Mice, Input Devices, Cameras, Digital Organizers, Memory Cards, VoiP Phones, Fax Machines, GPS systems, Mobile Phones, Tablets, etc.
• Familiarity with configuring and validating network workstations and peripherals in accordance to approved standards and specifications

Join Our 'Ohana

The 'ohana-oriented mindset is one of the pillars from which our company has been built upon. We wouldn't be here without each remarkable individual that has passed through our doors. No matter where we go in the world, it's essential that everyone under the RVCM roof, first and foremost, feel like they are ohana.

In addition to an incredible culture you will find several benefits to being part of the RVCM ohana, including:

• Fully remote work within the U.S.
• Company Provided Laptop & Charger Plus A Home Office Bonus: $1,000 upon hire; $500 per year thereafter to purchase any additional equipment to improve productivity at home
• Comprehensive medical, dental, and vision insurance
• 401(k) with company match
• Health Care and Dependent Care Savings Accounts
• 15 days of PTO
• 11 Paid Holidays
• Full Paid Holiday Break (Last Week of the Year)
• Continuous Education & Training
• Mentor Programs

We believe in providing a safe space for all members of the RVCM 'ohana to grow and thrive. Diversity, Equity, and Inclusion is at the heart of who we are and everyone should feel valued and free to bring their most authentic self to work - without fear, without judgment, and in consideration of all backgrounds. Creating this environment is important, not only for our organization, but also for our customers and our communities.

Relocation expenses not covered.