Project Manager - Engineer Support
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POST DATE 7/11/2020
END DATE 7/25/2020
Provide advanced levels of support and serve as a primary technical resource and solution provider for the Technology Partners and Technology Service Desk
Interact with other technology groups both internal and external as appropriate to respond to user requests and/or problems
Support key projects and initiatives where new services are delivered to the House community, as well as validating new technologies prior to their delivery into the House Community
Multi-task to perform other duties as required, including technical and administrative support to other Operations and Continuity projects and activities.
Work closely with other HIR service owners to support current operations and to analyze, document, and assist in the deployment of new technologies and services to the House community
Solicit feedback from IT incidents, create after action reports, and follow corrective actions to completion
Author standard operating procedures and technical guides and participate in process improvement exercises
Support the Escalations staff on developing and maintaining Integrated Operations Center (IOC) standard operating procedures
Manage and maintain escalations Remedy queue for tracking of support-related issues
Support other Operations and Continuity tasks as required
Maintain availability to support 24x7 IOC support through on-call rotation as required
Strong experience with document creation, management, and quality assurance, including professional and technical writing.
Bachelor s degree or equivalent work experience.
Demonstrated advanced technical skills and the ability to develop solutions to complex technical problems.
Extensive knowledge and experience with IT hardware, software networking and mobility systems for workstations, and server messaging clients.
Understands Cybersecurity components and software and has a working understanding of web browsers and applications.
High proficiency in using Microsoft Office 365 Suite
Working knowledge of Remedy Ticket Tracking system
Proficiency in PowerShell
Proficiency with SCCM
Proficiency in project management, including setting priorities, ensuring timely completion of deliverables, and quality control/quality assurance;
Experience working at the House of Representatives or other Legislative Branch environment.
Project management certification (PMP, etc)
Proficiency with Microsoft Deployment Tool (MDT),
with document creation, management, and quality assurance, including technical writing
Demonstrated teaching/training experience for IT end user adoption
High proficiency in using Microsoft Office products- particularly Word, Excel, and PowerPoint, OneDrive, and Teams