IT User Support Specialist providing technical support and managing new laptop deployments for TIAA. Collaborating closely with Desktop, Service Desk, and Engineering teams to deliver exceptional customer service.
WS
Onsite Operational Support Specialist, Level 3
Posted yesterday
About the role
- Operational Support Specialist providing mission-critical operational and compliance support to federal customers in Annapolis Junction, Maryland. Handling day-to-day workflows, documentation, and training team members.
Responsibilities
- Perform quality control on incoming requests, monitor, and process requests to closure.
- Perform quality control on incoming work items.
- Generate new actions based on incoming requests.
- Communicate and coordinate actions with stakeholders.
- Draft, format, and facilitate coordination of SPFs.
- Analyze and summarize key points relevant to government decision-makers.
- Prepare meeting agendas, record decisions, and track follow-on actions to closure.
- Collect and compile information to report statuses and metrics.
- Train new team members.
- Assists in designing and creating web pages, data storage mechanisms and, documenting new and existing procedures.
- Assists in the implementation of operating methods to improve processing, distribution of information, and process controls.
Requirements
- Relevant experience supporting compliance, legal, auditing, or operational mission functions
- Experience working in environments directly supporting customer missions (e.g., intelligence, collection, cybersecurity, or operations)
- Degree in Law, Business, Accounting, or a related field (such as Finance, Economics, Management, or Information Technology)
- Six (6) years of relevant experience with an Associate’s degree
- Five (5) years of relevant experience with a Bachelor’s degree
- Three (3) years of relevant experience with a Master’s degree
- Two (2) additional years of relevant experience may substitute for an Associate’s degree (up to eight (8) years total)
Benefits
- Health Insurance: Comprehensive medical, dental, and vision plans.
- Retirement Plan: 401(k) with company match.
- Paid Time Off: Generous PTO policy including vacation, sick leave, and holidays.
- Professional Development: Opportunities for training, certifications, and career advancement.
- Work-Life Balance: Flexible work schedules and remote work options.
- Wellness Programs: Employee assistance programs, wellness initiatives, and gym membership discounts.
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