Customer Services and Information Technology Officer
Avid Technology Professionals | Reston, VA
TS/ Deadline for resume Submission:7/27/18 11:59 PM Customer Services and Information Technology Off...
TS/ Deadline for resume Submission:7/27/18 11:59 PM Customer Services and Information Technology Officers provide Close Support and problem resolution for technology products and/or applications. Depending upon the area of assignment, work may include the following activities technology or systems-related, centralized customer service center functions; developing and improving the processes of a technology customer service center; interfacing daily with representatives from all elements of the Customer to resolve technical issues and outages; identifying, analyzing, and implementing process changes; developing performance measures for the Customer organization; managing the transition of IT service and infrastructure initiatives; providing technical guidance and direction to component close support teams for all new and component specific applications and deployments. Specifically, this position supports the Sponsors training program in providing superior learning experiences, both online and in the classroom, to all officers around the world. Interface with customers in a team environment. Utilize strong written and oral communication skills. Provide online support to include o submitting and processing Sponsors access requests o providing online support for process and troubleshooting Client's Help Desk Suite tickets Experience with maintaining, troubleshooting, and tracking classroom hardware to include o audio/visual equipment, o workstations, o laptop computers, o printers, o video teleconferencing equipment, o audience response systems, o projectors, o faxes, o scanners. Provide software support to include o submit change requests, o install Safeboot on laptops, o build new laptop, o perform DUD disk download, o run monthly laptop anti-virus software. Familiarization with Customer processes and procedures. CMA Certified experience. Support equipment recapitalization. Demonstrate knowledge with Sponsors Operating System. Provide support to end-user on a variety of issues. Identify, research and resolve technical problems. Respond to telephone calls, e-mail, and personnel request for technical support. Document, track and monitor the problem to ensure a timely resolution. Draft standards of operating procedures. Demonstrate experience troubleshooting service requests and resolving IT customer issues. Responsible for executing a pre-class IT checklist. Perform Qualtrics ownership issues to include group administration. Provide VLC Moodle administration to include course creation, course creators, and course instructors. Provide daily system monitoring of Sponsors training servers. OPTIONAL SKILLS: 1. Demonstrated experience with Joomla. 2. Demonstrated experience with Wordpress. 3. Demonstrated experience working with Smartboard. 4. Demonstrated experience with working with SharePoint. 5. Demonstrated experience with working with Client and partner operating system. About Avid Technology Professionals Avid Technology Professionals, LLC (ATP) is a premiere provider of software and systems engineering, and acquisition program management services for the community. ATP is actively seeking to pursue contract opportunities with other departments and agencies in the federal government, in state governments, and in the commercial sectors. Delivered by seasoned experts in the IT field, ATP solutions adeptly address the IT concerns manifesting in both the federal and commercial sectors. Employee Benefits The ATP Employee Benefits package includes: * A Supportive and Equitable Working Environment that is both Stimulating and Challenging * Competitive Hourly Salary * Unique Employee Success Sharing Program that allows ATP employees to Share in Company's Successes * Automatic Approved Overtime (as long as contract permits) * Retirement Pay (401K); 100% company paid, immediately vested with Profit-Sharing Component * Company Medical Coverage Plans - HMO, Open Access, PPO plans * Company Dental Plan - widely accepted, comprehensive, and flexible * Progressive Overtime Policy * Flexible Spending Account benefit * Lucrative Referral Bonus Policy * Holiday Scheduling that Coincides with Government Holidays * Robust Professional Expenses & Training Program * Computer Allowance * Internet Allowance * Short and Long Term Disability * Life Insurance On TWITTER http://ja.twitter.com/AvidTecProsSDL2017