Strong knowledge of general IT project analysis, hardware/software troubleshooting, user research, requirements gathering, special projects, inventory management, process improvement, project management, accessibility/508/UX knowledge
Position Description
?Support and track project requirements of research efforts across the UX team to ensure the delivery of end results.
Meet regularly with project teams to understand current progress/challenges and provide assistance around agency policy, research processes, and best practices that support project goals.
Maintain IT and internal process documentation for disbursement and use across UX team.
Perform independent research and provide recommendations for new and improved software/hardware to enhance team's IT capabilities.
Support ad hoc special projects relating to internal UX team needs.
Provide technical support to UX team members including resolution of any software and/or hardware issues without the use of a script/knowledge base.
Analyze helpdesk tickets (via Jira or other service platform) and determine appropriate response in a timely manner.
Assist in review and improvement of team processes, including refining current processes to increase effectiveness and ease of use.
Coordinate with internal team around asset management and if needed prepare quotes, catalog inventory, and review defective hardware to determine required actions.
Learn customer-specific policies and processes.
All other duties as assigned or directed.
Detailed Skills Requirements
FOUNDATION FOR SUCCESS(Basic Qualifications)
Minimum of 4 years' experience supporting special IT projects and managing their end-to-end lifecycle.
Ability to prioritize and complete assignments independently, meet deadlines, and manage multiple changing priorities in a dynamic work environment.
Minimum of 3 years' experience assisting users with the operation of their computer systems and software applications, including Microsoft Office applications and other specialized software.
Strong analytical and problem-solving skills allowing for individual to identify, analyze, troubleshoot, and respond to complex problems while supporting users accurately and efficiently.
Excellent teamwork and interpersonal skills.
Excellent written and verbal communication.
Bachelor's degree and 3 Years of relevant work experience OR Master's degree and 1 Years of relevant work experience as an IT Project Analyst or a minimum of 5 years related experience in lieu of a degree.
Must be able to obtain and maintain a Public Trust. Contract
