Information Technology Specialist (Customer Support)

This position is located at the Headquarter Office (HQ) in Arlington, Virginia. IT specialists support an information technology (IT) portfolio that encompasses the following cloud and on-premises platforms: 1) Software-as-a-Service, 2) Infrastructure-as-a-Service, 3) Platform-as-a-Service, 4) Security Access Service Edge, and 5) Network as a Service. The IT specialist further support enterprise infrastructure, including computers & mobile devices, Fortinet networking devices, & VTC room system

Provide technical support to customers who need advice, assistance, and training in applying hardware and software systems. Manage special projects that have a significant impact on the delivery of customer support services (e.g., infrastructure, onboarding and offboarding, or work force relocation). Develop service level agreements (SLAs) that define requirements and expectations for the delivery of customer support services and develop and implement performance criteria to ensure that requirements are achieved. Resolve the most difficult customer support requests involving integration or configuration related issues and supports systems involving a wide variety of different platforms, operating systems, applications, and computer configurations. Work with network specialists, applications developers, and security specialists to troubleshoot and prevent recurring problems. Evaluate specifications and features of new products, perform product comparisons, feasibility and cost-benefit analyses, and performance and compatibility testing, and make recommendations for future implementation to management. May serve as a 508 coordinator by installing the proper codes to make OneABMC Intranet, the internal website, and ABMC documents and electronic records accessible to people with disabilities.