The Federal Health Operation has an opening for an IT Customer Support Analyst located at Ft. Detrick, MD. Position is with the Enterprise Information Technology (IT) Project Management Office (PMO), supporting medical research. Candidate will work for the Leidos Product Support and Compliance Lead but is expected to work independently and accomplish assignments without much direction.
The Customer Support Analyst (CSA), taking daily direction from the Enterprise IT Project Management Office (eIT PMO) Product Support and Compliance Lead (PSCL), is responsible for providing product-specific application support for eIT PMO medical research suite of IT products to the medical research user community CONUS and OCONUS. Support includes standard help desk support, product-specific training, user documentation, meeting minutes, and test script creation and validation testing.
Works with a variety of military and non-military organizations, interfacing with civilians, military, and contractors, physically located both on and off the Ft. Detrick campus. Manages the product user accounts and assist with setting up initial permissions as well as providing product-specific user orientation material (e.g. user documentation, training materials, quick help sheets, etc.) to new users in a timely manner. Designs online training material as well as hands-on training presentation packages. Coordinates monthly training and updates a weekly schedule, and conducts various levels of the demonstrations of the Document Management System capabilities and hands-on specific training on a weekly basis. Conducts trainings via online conference websites and via local travel to customer sites. Monitor mailbox daily, manage all customer requests by creating tickets and assigning to the appropriate technical POC. Follow up weekly with reports of opened tickets and ensure communication back to customers regarding status on a weekly basis. Sets up necessary equipment (laptops, web conferencing, dial-in info) required for all product training activities conducted in-house and assists the Service Area Leads with training preparations conducted by the vendors for PMO products. The CSA attends weekly team and ad hoc meetings. Document meeting minutes during customer meetings. Assists customers in executing an implementation plan to use the PMO products according to their business processes. Assist with writing test scripts and validation testing to learn the products and new tools. Markets enterprise tools to the Knowledge Managers. Assist the PSCL and Service Area Leads by sending user-wide communications related to the products. Monitors the PMO website to ensure the information advertised is consistent with the products (updates after releases). Coordinates with the Office Admin and PSCL. Provides the PSCL with daily communication regarding customer activities and status. Responsible for overseeing the helpdesk ticket assignments ensuring a timely resolution. Creating ad hoc reports used for monthly metrics. Document Product Support documentation (i.e. plans, SOPs, work instructions).
Must have a Bachelor's degree with 2 years' experience or High School diploma with 5 years' experience. Preferred product expertise with Open Text Content Server software. The Analyst must have an aptitude for continued learning, excellent organization skills as well as verbal and written communication skills to ensure an accurate and timely response is provided to all customers. Preferably, the Analyst will have experience with conducting user trainings and using Helpdesk tools in order to act as the Helpdesk Support by tracking customer activities in one central location. Must have excellent English, written, and interpersonal communication skills. Must be proficient in Adobe, Microsoft Office Suite programs including Word, Excel, and PowerPoint. Familiarity with good documentation practices. Must be able to successfully complete a background investigation. Must be able to work independently following a brief period of specific technical training.
- Understand MRMC customers and subordinate units.
- A general knowledge of customer medical research business processes specifically to help implement project products.
- Understand the DoD Acquisition Process