The DREN Quality Engineering & System Assurance (QE&SA) Project Manager is responsible for managing and directing QE&SA technical project/program personnel to ensure objectives are met with top quality and levels of performance. Provides exceptional customer service and support by promptly addressing inquiries, clarifying policies, and resolving issues in a professional and courteous manner for the DREN QESA Directorate helpdesk.
Responsibilities· Provides project supervision and management for major program activities.
· Manages large projects involving multifunctional tasking and substantial complexity.
· Support includes items such as laptop/desktop/portable Electronic Devices (PED) OS installation, configuration, and security, OS installation, configuration, and security, patching the OS, installing, configuring, removing software, configuring user network accounts and email, troubleshooting, and implementing repair solutions for PC, printer, PEDs, and network problems.
· Provide technical assistance supporting several DREN enclaves and Outreach. This includes continued maintenance of existing enclaves and creation of new enclaves to support mission requirements.
· Support also includes OS installation, configuration, and security, patching the OS, installing, configuring, removing software, configuring user network accounts and email, troubleshooting, and implementing repair solutions for PC, printer, PEDs, and network problems within these DREN enclaves.
· Support QE&SA’s classified workspaces by ensuring both unclassified and classified PCs are powered on and logged into at least once per week and receive updates.
· Escalate complex issues to the IT Lead/Information Manage Officer.
· Respond to inbound customer inquiries via phone, email, or chat regarding program related questions.
· Conduct outbound contacts via phone, email, or other channels as necessary to follow up on initial inquiries, close inquiries, gather information, or for other reasons as necessary.
· Use provided knowledge and training to provide accurate and detailed information about client policies, procedures, and guidelines to customers, ensuring clarity and understanding.
· Effectively communicate program information to customers in a clear and concise manner.
· Handle and resolve customer complaints or concerns, escalating complex issues to Tier 2 support or appropriate departments when necessary.
QualificationsRequired:
Bachelor’s degree or related field + 4 years of experience OR Associates Degree in Computer Science or related field + 6 years of experienceTwo (2) years’ experience managing service desk personnel to provide remote and on-site desktop assistance to users for computer systems and peripheral devicesComp TIA Security + certification6 months Customer Service or Contact Center experience requiredProven ability to work well in and coordinate with a team in a virtual environmentProven experience in a customer service or contact center environment, preferably handling policy-related inquiries.Strong verbal and written communication skills with exceptional listening and comprehension abilities.Ability to effectively communicate complex policy information to customers in a clear and concise manner.Excellent problem-solving and decision-making skills, with the ability to think quickly and offer appropriate solutions.Ability to handle customer complaints and difficult situations with empathy and professionalism.Proficient computer skills and experience with customer relationship management (CRM) systems or similar tools.Strong attention to detail and organizational skills to ensure accurate documentation of customer interactions.Ability to work well under pressure, handle multiple tasks simultaneously, and meet performance targets and deadlines.
Preferred:
Working knowledge of Windows Servers, SAN, and Linux Servers; SharePoint, Microsoft SQL Servers, ServiceNow and JiraWorking knowledge of Assured Compliance Assessment Solution (ACAS) server administration using Nessus and DISA Scan to patch server vulnerabilities.Performs systems upgrades, system support, and problem logging / troubleshooting using Service Now and JIRA.
Company Overview
Integral partners with federal defense, intelligence, and civilian leaders to tackle their most important challenges and deliver positive outcomes. Since our founding in 1998, we have helped clients leverage existing and emerging technologies to transform their enterprises, empower growth, drive innovation, and build sustainable success. The forward-leaning solutions we deliver are tailored to each mission with a focus on keeping our nation safe and secure.
Integral is headquartered in Tysons Corner, VA and serves clients throughout the country.
We offer a comprehensive total rewards package including paid parental leave and immediate vesting in our 401(k). Give us a try and become part of a curated group of professionals at Integral Federal!
Our package also includes:
· Medical, Dental & Vision Insurance
· Flexible Spending Accounts
· Short-Term and Long-Term Disability Insurance
· Life Insurance
· Paid Time Off & Holidays
· Earned Bonuses & Awards
· Professional Training Reimbursement
· Paid Parking
· Employee Assistance Program
Integral is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Employer, making decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, age, military/veteran status, physical or mental disability, or any other protected class.
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