Provide responsive, reliable, and consistent IT service delivery to HHS users, solving computer hardware, software, and network issues via phone, email, or in person.
Meet all Service Level Agreements by diagnosing, isolating, and resolving technical problems, with prompt referrals and escalations to appropriate support teams.
Document, track, and monitor problems in ServiceNow, and recommend system modifications to reduce recurring user issues.
Provide Tier 2/3 support for incidents and service requests through the Government-approved ITSM process.
Diagnose and resolve application, infrastructure, network, access, integration, configuration, and performance issues.
Maintain ServiceNow records, communicate status, and contribute to root-cause analysis and service improvement.
Ardent is a technology and mission services company supporting government clients. It has a mission-focused, inclusive culture and encourages veterans and people with disabilities to apply.
Analyze, support, and maintain enterprise business applications to ensure performance and availability.
Troubleshoot application issues, perform root cause analysis, and provide Tier II support to end users.
Coordinate with developers, infrastructure teams, and vendors to resolve complex technical issues.
Evanhoe supports enterprise business applications for government and commercial clients, delivering IT solutions and technical services. The company is an experienced IT organization focused on reliability, collaboration, and mission success.
Lead day-to-day ServiceNow platform operations and coordinate incident, problem, change, and release activities.
Monitor platform health, administer configurations, and support MID Servers and enterprise integrations.
Execute security controls, maintain operational documentation, and coordinate vendor support cases for platform defects.
NetImpact Strategies is a trusted advisor driving digital transformation for the Federal Government. The company has been recognized as a Top Workplace by The Washington Post for multiple years and emphasizes a dynamic, collaborative culture.
Provide first-line remote technical support for hardware, software, and enterprise applications.
Manage and triage support tickets using ServiceNow, ensuring SLA compliance and first-call resolution.
Assist with remote device provisioning, software deployment, and asset management in a distributed environment.
Sutherland is a digital transformation company specializing in AI, automation, cloud engineering, and advanced analytics. They have a culture of innovation and have created over 350 inventions, focusing on delivering scalable business transformation.
Provide first-level support for software applications, troubleshooting user-reported issues.
Maintain accurate service records and deliver responsive customer service.
Coordinate with technical teams to escalate complex problems and ensure timely resolution.
VetsEZ is a technology company supporting federal government healthcare modernization projects. They offer a collaborative and mission-driven culture with a focus on delivering quality solutions.
Provide Tier 3 technical support for ACWS users, resolving complex application, system, and integration issues.
Serve as a technical escalation point for Tier 2, coordinating with developers and technical teams to maintain system availability.
Develop knowledge articles, troubleshoot performance problems, and support root cause analysis for continual improvement.
LMI is a digital solutions provider dedicated to accelerating government impact with innovation and speed, serving federal agencies in defense, space, healthcare, and energy sectors. Headquartered in Tysons, Virginia, the company emphasizes agility, collaboration, and delivering impactful results.
Handle daily incidents, service requests and user questions on the ServiceNow platform, working to agreed SLAs and priority rules.
Administer users, roles, groups and access rights, including ACL configuration and periodic access reviews.
Configure the platform in day-to-day operation: catalogue items, forms, notifications, assignment rules and scheduled jobs.
Software Mind develops solutions that make an impact for companies around the globe. They build cross-functional engineering teams and foster a culture of openness, respect, grit, and enjoyment.
Handle inbound and outbound calls in a call center environment while providing excellent customer service.
Assist clients with account access issues, including password resets and ID reactivation.
Escalate unresolved issues to higher-level support and document all troubleshooting steps.
Kreative Technologies provides customer support and technology services to clients and government personnel. The company is an equal opportunity employer committed to a diverse and inclusive workplace.
Supervise a team of Tier I Knowledge Center agents supporting external users of a Department of War agency's mission applications.
Own real-time team performance against SLAs and XLAs, coach agents, enforce ticket closure processes, and coordinate escalations.
Serve as the KC's senior technical resource for complex application issues and analyze escalation patterns to reduce future escalations.
Empower AI provides AI solutions for government agencies, helping federal leaders transform their workforce and mission operations. Headquartered in Reston, VA, the company leverages over 30 years of experience and is recognized as a 2024 Military Friendly Employer.
Maintain documentation, provide user training, and participate in rotating Saturday on-call coverage.
Darkhorse Tech provides comprehensive Dental-Specific IT services including managed services, projects, and hardware/software sales. They serve roughly 1400 clients nationwide and foster a service-first, relationship-focused culture.
Serve as the initial point of contact for Talkdesk’s platform issues, capturing incident details and classifying impact and severity.
Provide support for Reporting, Workforce Management, and Quality Management applications, including triage, configuration, and troubleshooting.
Maintain rigorous ticketing hygiene, SLA compliance, and knowledge base maintenance while communicating with government or education customers.
Talkdesk is a global leader in Customer Experience Automation (CXA) using AI to transform customer interactions. The company has a large, diverse team of innovators and has been recognized on the Forbes Cloud 100 for seven consecutive years.
Provide first-level technical support to end users via phone, chat, and email.
Troubleshoot and resolve issues related to mobile devices, connectivity, and account services.
Create and manage tickets in ServiceNow, ensuring accurate documentation of issues and resolutions.
DMI is a leading global provider of digital services working at the intersection of public and private sectors. The company has over 2,100 employees globally and is recognized as a Top Workplace.
Provide Tier I support and document issues into a ticket management system.
Analyze symptoms, determine urgency, and resolve or dispatch incidents to appropriate support groups.
Manage escalations and seek process improvements to enhance service delivery.
Long View is one of North America's most dynamic IT providers, fostering a culture of collaboration, innovation, and inclusion. With 90% of team members rating it a good or great place to work, the company values integrity, competence, value, and fun.
Provide exceptional technical and product support to clients via ticketing systems, phone, and email.
Maintain expertise on company products and collaborate with Customer Success, Product, and Development teams.
Contribute to knowledge base articles, FAQs, and documentation, and participate in testing new features.
Cordance accelerates the growth of B2B SaaS companies through acquisition and tactical and financial guidance. We are experienced operators who partner with founders to scale their businesses and realize their full potential.
Own and manage the support ticket queue, triaging and responding to inbound requests per SLAs.
Serve as front-line technical support for providers and clients, troubleshooting software and hardware issues.
Train new providers on the platform and maintain technical FAQ documentation.
Lyra Health is a leading provider of evidence-based mental health care, serving over 20 million people globally. The company has delivered millions of sessions and published numerous studies, emphasizing a culture of clinical effectiveness and innovation.