Call Center Help Desk Specialist

Founded in 2003, IT Concepts’ core values – customer-centricity, teamwork, driven to deliver, innovation, and integrity – ensure we work together to be the best, realize objectives, and make a positive impact in our communities. We intentionally created and sustain our ITC culture that embraces change, experimentation, continuous learning, and improvement. We bring our design thinking problem-solving approach that challenges assumptions, prioritizes curiosity, and invites complexity to deliver innovative, efficient, and effective solutions. As we continue to grow in the support of our government customers, we are looking for driven and innovative individuals to join our team.

IT Concepts is looking for a Helpdesk Specialist to support the Social Security Administration (SSA) Office of Acquisition and Grants (OAG) in Woodlawn, MD. The call center help desk provides customer service and support to the users responsible for acquisitions and grants programs that support the agency’s mission and strategic goals. This is accomplished with the use of SSA’s Streamlined Acquisition System (SSASy), SSA's iteration of the acquisition management and contract writing software product called PRISM, developed, maintained, and marketed by Unison. The 1,500+ user community consists of requisitioners, requisition reviewers, requisition approvers and contracting personnel nationwide. Questions will come in via phone, email, and instant message.

Duties and Responsibilities Include:

• Support a call center help desk with creating new users in SSASy, password resets in SSASy, modifying security rights in SSASy, and similar related administrative actions.
• Promptly respond and answer questions or issues raised from the SSASy user community about the use of SSASy via phone, email, and instant message.
• Elevate unanswered questions that come into the helpdesk that are not in reference to SSASy to appropriate government personnel.

• Identify and document any shortcomings of current SSASy user documentation based on questions that come into the helpdesk. Updates to the SSASy user documentation will follow documentation release procedures.
• Document, as necessary, new SSASy administrative procedures as agency may update the internal procedures. Note: Procedures will be available during performance of task.
• Assist SSA trainers, as necessary, to create course materials such as user guides and training videos and help end users navigate SSASy during training sessions.
• Create data, as necessary, that SSA trainers will use during training sessions.

• Document the number of help requests made, resolved, and referred to the contractor. Include a list of any recommended changes to the SSASy user documentation, and if the recommendations were adopted.
• Writing end user procedures for software applications, such as contracting writing systems, accounting systems.

Location: This position is remote, but required to have a work location within the United States, and able to work EST hours.

Requirements

• Five years of experience in a helpdesk role supporting an application software program or package.
• Experience working in a call center or at a service desk.
• Excellent customer service and responsiveness.
• Professional demeanor when interacting with SSA staff, including executives.

• Excellent oral and written communication skills.
• Ability to understand and work within OAG’s business processes.
• Ability to work independently and quickly learn new applications necessary to modernize agency processes.
• Demonstrated experience and proficiency in Microsoft (MS) Office Suite applications.

Preferred Skills:

• Familiarity with submitting requisitions and purchase orders.
• One year of experience performing administrative tasks through the PRISM application user interface.
• One year of experience working on a PRISM helpdesk, responding to questions from various uses to include, but not limited to requisitioners, requisition reviewers and approvers, and contracting personnel.

Benefits

The Company

We believe in generating success collaboratively, enabling long-term mission success, and building trust for the next challenge. With you as our partner, let’s solve challenges, think innovatively, and maximize impact. As a valued member of our team, you have the unique opportunity to work in a diverse range of technology and business career paths, all while supporting our nation and delivering innovative technology solutions. We are a close community of experts that pride ourselves on creating an environment defined by teamwork, dedication, and excellence.

We hold three ISO certifications (27001:2013, 20000-1:2011, 9001:2015) and two CMMI ML 3 ratings (DEV and SVC).

Industry Recognition

Growth | Inc 5000’s Fastest Growing Private Companies, DC Metro List Fastest Growing; Washington Business Journal: Fastest Growing Companies, Top Performing Small Technology Companies in Greater D.C.

Culture | Northern Virginia Technology Council Tech 100 Honoree; Virginia Best Place to Work; Washington Business Journal: Best Places to Work, Corporate Diversity Index Winner – Mid-Size Companies, Companies Owned by People of Color; Department of Labor’s HireVets for our work helping veterans transition; SECAF Award of Excellence finalist; Victory Military Friendly Brand; Virginia Values Veterans (V3); Cystic Fibrosis Foundation Corporate Breath Award

Benefits

We offer great benefits – Competitive Paid Time Off, Medical, Dental and Vision Insurance, Identity Theft Protection, Legal Resources Coverage, 401(k) with company matching with NO vesting period.  ITC Health benefits have a $0 premium for certain plans for eligible employees.

We invest in our employees – Every employee is eligible for education reimbursement for certifications, degrees, or professional development.  Reimbursement amounts may fluctuate due to IRS limitations. We want you to grow as an expert and a leader and offer flexibility for you to take a course, complete a certification, or other professional growth and networking. We are committed to supporting your curiosity and sustaining a culture that prioritizes commitment to continuous professional development.

We work hard, we play hard. ITC is committed to incorporating fun into every day. We dedicate funds for activities – virtual and in-person – e.g., we host happy hours, holiday events, fitness & wellness events, and annual celebrations. In alignment with our commitment to our communities, we also host and attend charity galas/events. We believe in appreciating your commitment and building a positive workspace for you to be creative, innovative, and happy.

AAEO & VEVRAA

ITC is an Affirmative Action/Equal Opportunity employer and a VEVRAA (Vietnam Era Veterans' Readjustment Assistance Act) Federal Contractor. As such, any personnel decisions (hire, promotion, job status, etc.) on applicants and/or employees are based on merit, qualifications, competence, and business needs, not on race, color, citizenship status, national origin, ancestry, sexual orientation, gender identity, age, religion, creed, physical or mental disability, pregnancy, childbirth or related medical condition, genetic information of the employee or family member of the employee, marital status, veteran status, political affiliation, or any other factor protected by federal, state or local law.

ITC maintains a strong commitment to compliance with VEVRAA and other applicable federal, state, and local laws governing equal employment opportunity. We have developed comprehensive policies and procedures to ensure our hiring practices align with these requirements.

As a part of our VEVRAA compliance efforts, ITC has established an affirmative action plan that outlines our commitment to the recruitment, hiring, and advancement of protected veterans. This plan is regularly reviewed and updated to ensure its effectiveness.

We encourage protected veterans to self-identify during the application process. This information is strictly confidential and will only be used for reporting and compliance purposes as required by law. Providing this information is voluntary, and it will not impact your eligibility for employment.

Our commitment to equal employment opportunity extends beyond legal compliance. We are dedicated to fostering an inclusive workplace where all employees, including protected veterans, are treated with dignity, respect, and fairness.

How to Apply

To apply to IT Concept Positions- Please click on the: “Apply for this Job” button at the bottom of this Job Description or the button at the top: “Application.”  Please upload your resume and complete all the application steps. You must submit the application for IT Concepts to consider you for a position.  If you need alternative application methods, please email [email protected] and request assistance.  

Accommodations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. If you need to discuss reasonable accommodations, please email [email protected].