Provide technical support and training for end-users of JIRA and GitLab, ensuring efficient system adoption and issue resolution.
Establish a structured workflow for tracking Service Level Agreement (SLA) adherence with automated notifications and escalation procedures.
Submit the Quarterly Ticketing & Version Control Optimization Review to assess ticket resolution performance and recommend process improvements.
SOSi is a large private, founder-owned technology and services integrator in the defense and government services industry. They deliver tailored solutions for national security missions worldwide, with a focus on trusted leadership and results.
Provide Tier 2 deskside and remote desktop support for end users in classified and unclassified environments.
Troubleshoot, diagnose, and resolve hardware, software, operating system, and peripheral issues.
Coordinate account maintenance, printer support, workstation relocations, and lifecycle tracking of IT assets.
Peraton is a next-generation national security company that provides mission-critical solutions and transformative enterprise IT services to government agencies. As a leading mission capability integrator, the company employs thousands and fosters a culture of innovation and security.
Respond to user calls, emails, and trouble tickets to provide general IT support, including troubleshooting and incident management.
Create, update, and close out help desk tickets accurately using ServiceNow, collaborating with Tier II staff for escalations.
Monitor recurring issues, conduct quality assurance reviews, and participate in ongoing training and process improvement initiatives.
TekSynap is a fast-growing high-tech company providing comprehensive information management solutions to federal government customers. The company offers a competitive benefits package and prioritizes a drug-free workplace.
Provide remote support to CI customers and aid in user account management.
Troubleshoot and resolve hardware and software issues on desktop and laptop computers.
Participate in remote chat service delivery and test software deployments.
Terrestris leverages technology to create better mission outcomes through better human performance. Rooted in USMC values of honor, courage, and commitment, the company helps the Government become more efficient and effective, serving over 4000 customers nationwide.
Provide world-class technical support via phone, email, and chat for escalated issues, serving as the first internal point of contact for product expertise.
Triage and escalate bugs and issues from Tier 1 to Tier 3 engineers, ensuring detailed logs and information are gathered.
Collaborate with cross-functional teams including Product, Integrations, and Support Leadership to improve customer experience and product knowledge.
Turnitin is a global education technology company that provides learning integrity solutions to over 16,000 academic institutions worldwide. With a remote-first culture and a diverse team across 35+ countries, they prioritize employee well-being and collaboration.
Direct and manage daily operations of the enterprise Help Desk and End User Support organization.
Lead a team of supervisors and analysts, serving as senior escalation point for complex issues.
Ensure compliance with SLAs, monitor ticket queues, and implement improvements to increase customer satisfaction.
PingWind delivers IT and professional services to the federal government, specializing in cybersecurity, development, and infrastructure. It is a small, veteran-owned business with offices in Virginia and Alabama, fostering a supportive and mission-driven culture.
Lead two distinct support functions: the Enterprise Applications support team and the IT Help Desk.
Manage, coach, and develop support personnel, establishing clear expectations and driving accountability.
Own end-to-end service performance, including employee experience, queue health, and SLA performance.
GuidePoint Security provides trusted cybersecurity expertise, solutions, and services that help organizations make better decisions and minimize risk. They have grown to over 1,200 employees and maintain a collaborative, values-driven culture.
Troubleshoot customer issues using documentation, tools, and escalation resources to deliver excellent experiences.
Become Smartsheet Product Certified and support customers via email, phone, and chat.
Partner with leaders to exceed performance goals in satisfaction, quality, attendance, and productivity.
Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, now uniting human teams with AI agents. With over 20 years of experience, the company fosters a culture where ideas are heard, potential is supported, and diverse perspectives are welcomed.
Provide first-level technical support for approximately 5,000 end users via phone, troubleshooting hardware, software, and Microsoft 365 issues.
Perform password resets, account unlocks, and support VPN and connectivity issues while documenting incidents and resolutions.
Escalate issues to appropriate teams and maintain knowledge base documentation to meet service desk response and resolution targets.
Integres, LLC is a Service-Disabled Veteran Owned Small Business providing high-quality information technology solutions. The company fosters a corporate family culture that demands excellence and accountability while prioritizing work/life balance and servant leadership.
Serve as the first point of contact for support requests via ticketing system, email, or chat.
Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries.
Document incidents, track resolution progress, and communicate updates to stakeholders.
Oddball is a company that brings quality software to the federal space, improving the daily lives of millions of people. They value learning and growth and the ability to make a big impact at a small company.
Provide support to partners with high attention to detail, researching and analyzing issues.
Interact with partners via email, phone, chat, and remote sessions to resolve product issues.
Maintain a knowledge base and contribute to articles, ensuring high-quality support.
ConnectWise is a global leading software company with over 3,000 colleagues in North America, EMEA and APAC. The company fosters an inclusive, positive culture where every colleague is valued for their unique contributions.
Provide prompt technical support for end-user hardware, software, and mobile devices while meeting service level agreements.
Diagnose and resolve technical incidents efficiently, using remote tools and documenting in the ticketing system.
Support collaboration technologies and contribute to knowledge management by creating documentation and sharing best practices.
Our partner is a company seeking an End User Support Technician to deliver high-quality IT support. The role is within a mission-critical enterprise IT environment, with a collaborative team focused on knowledge sharing and professional development.
Provide Tier 2 functional support for a Department of Defense contract writing system, investigating and resolving complex incidents and service requests.
Manage ticket intake, prioritization, and compliance with service level objectives within an enterprise IT service management platform.
Apply deep knowledge of federal acquisition regulations and Army contracting processes to troubleshoot user issues and identify resolutions.
Our partner provides government technology and consulting services, supporting mission-critical federal acquisition programs. They foster a collaborative, technology-driven work environment with a focus on innovation and continuous improvement.
Provide end-user technical support for computer, application, system, device, access, and hardware issues remotely.
Troubleshoot, resolve, and escalate incidents and requests while documenting and tracking problems using applicable systems.
Perform root cause analysis, create knowledge base articles, and assist with new hire training to ensure excellent customer service.
Humana is a leading U.S. healthcare company providing insurance and healthcare services through our Humana insurance and CenterWell healthcare services. We are a large, publicly traded organization committed to a caring community and continuous improvement.
Provide excellent customer service through incoming phone calls and the ticketing system, log and track problems, and triage and escalate issues as necessary.
Create documentation for common issues, thoroughly document all steps during ticket resolution, and participate in 24x7 on-call support.
Additional responsibilities as assigned to help drive our mission of improving the lives of everyone living with cancer.
OneOncology positions community oncologists to drive the future of medical care through a patient-centric, physician-driven, and technology-powered model to help improve the lives of everyone living with cancer and other diseases. Our partner practices comprise approximately 2,300+ providers who care for approximately 1.5 million patients across 20 states, and our values-driven culture reflects startup enthusiasm supported by industry leaders.
Provide Tier 1 and 2 support, user account management, and helpdesk incident response across multiple channels.
Set up and install workstation hardware and software, troubleshoot issues, and support remote end-users.
Enforce IT security procedures, support network and physical security systems, and create knowledge base articles.
Sparksoft is a tech company that provides innovative IT solutions to government clients, aiming to revolutionize the way organizations work. With a focus on collaboration and innovation, the company has been recognized as a Great Place to Work and supports its team through comprehensive benefits and growth opportunities.
Monitor the software licensing mailbox, respond to requests, and process service requests according to performance standards.
Work with end users on software standards, create change requests, and route tickets to stakeholders or resellers.
Maintain license keys, install packages, and update internal tools for software contract management.
Empower AI provides AI solutions for federal government agencies, helping them enhance workforce productivity and achieve meaningful transformation. Headquartered in Reston, Va., the company leverages three decades of experience in Health, Defense, and Civilian missions, and is recognized as a 2024 Military Friendly Employer.
Design and execute IT software tests (integration and acceptance) to ensure compliance with regulations.
Prepare test scripts, documentation, and test data, and analyze internal security within systems.
Review test results and evaluate conformance to design in a collaborative Agile environment.
Horizon Industries Limited is a dynamic IT and Management Consulting firm based in the Washington, DC area, founded in 1996. The company employs highly qualified professionals with a diverse, employee- and family-centric culture.
Play a critical role in maintaining the stability and usability of the PATH environment as first-line support for clinical users.
Efficiently triage and resolve service requests in ServiceNow, reducing downtime and protecting data integrity.
Work closely with application, technical, and operational teams to assess and route Oracle Cerner Millennium issues.
GDIT is a global technology and professional services company delivering solutions to U.S. government agencies. With 26,000 experts, they focus on innovation in AI, cloud, cyber, and software development.
Provide courteous, timely, and accurate Tier 1 support via phone and email for the Health Insurance Marketplace.
Log all user interactions in ServiceNow, assign tickets to appropriate groups, and escalate to Tier 2 support as needed.
Ensure protection of sensitive information and uphold HIPAA and federal security standards.
Sparksoft provides IT solutions to a wide range of government clients, delivering transformative impact across the nation. Our team of problem-solvers and innovators is committed to innovation and excellence, fostering a collaborative culture recognized as a Great Place to Work.