IT Support Analyst III

Job details

Description

IT Support Analyst III 

We are continuously sourcing for talent while we await anticipated job openings. Candidates who apply to this role understand we may not have an immediate opening and wish to be considered for future opportunities. This is a remote position.

This is a remote position. 

Ad Hoc is a digital services company that helps the federal government better serve people. Our teams use modern, agile methods to meet the needs of our users while closing the gap between consumer expectations and government.   

Work on things that matter 

Our teams connect Veterans with services designed for their needs, help millions of people access affordable health care, and support important programs like Head Start. As we work with agencies to deliver critical services, we’re also changing how the government thinks about and uses technology.  

Built for a remote life 

Ad Hoc is remote-first and remote-always. We’ve designed our culture, communications, and tools to support a nationwide team. Being remote allows Ad Hoc to bring the best people onto our teams and give them the freedom to create a work environment that fits their lives. Maybe you need to adjust your schedule to care for your family or take a bike ride. At Ad Hoc, that’s welcomed.  

Committed to high expectations and a welcoming culture 

Ad Hoc values acceptance, accountability, and humility. We aren’t heroes. We leave our egos at the door to learn from our mistakes and improve the process for the next time. We build small, inclusive teams to bring the best of consumer technology to the problems of government. 

The Federal Health business unit covers our work with the Centers for Medicare & Medicaid Services, including HealthCare.gov, and Medicare.gov. Our team supports Federal Heath in building and improving online public experiences and APIs that are reliable, accessible, and user-centered. We help millions of people enroll in healthcare and access Medicare and Medicaid benefits, and we help Federal Health improve the quality of Medicare and Medicaid services for beneficiaries and clinicians.  This position is with the Support Information Technology and Data Innovation (ITDI) office for an ARPA-H Task Order.

Primary Responsibilities: 

In this role, you will serve as an emerging individual contributor within a team, expanding your leadership, guidance and mentoring skills. With the support and guidance of leadership, you will be responsible for managing IT administration activities, supporting the IT experience for team members, and ensuring adherence to organizational processes and policies. You will interact with stakeholders and utilize influential skills to drive improvements and consensus in support of meeting business objectives. Primary expectations of an IT Support Analyst III include:

Demonstrates knowledge of how IT processes enable employee productivity

Employs a consultative and proactive approach to understanding requirements, designing effective processes, and identifying opportunities for improvement 

Applies hands-on experience supporting formal documentation and policies and is effective at translating complex technical terms for a wide variety of audiences

Assists in leading internal efforts to share lessons learned and promote continuous improvement 

Provides escalation assistance to Helpdesk and IT Support Specialists with issues surrounding software and programs and acts on IT requests 

Provides training and guidance to team members as needed 

Manages and supports licensing of third-party tools inclusive of audits

Manages, supports and implements all areas of mobile device management and remote control reporting and monitoring from tools including Addigy and Connectwise

Implements, manages and supports areas of enterprise IT Infrastructure 

Implements, manages and supports Group policy for security in MDM and Google Workplace 

Serves as a mentor to the IT Support Specialist and provide guidance on more complicated issues

Manages Security rights for Google Workplace and helps implement best practices based on NIST 800-171 and ISO 27000 controls

Helps maintain and update processes and procedures for areas around ISO 20000, and 27000 controls and certifications; attends awareness training 

Creates and maintains Standard Operating Procedures for support staff to follow 

Helps manage relationships between third-party vendors and application vendors 

Manages and maintains IT assets and antivirus solutions for the company 

Maintains expert level support to cloud server environments, network security, directory services, disaster and recovery solutions, internet of things, and ability to adapt and learn other new technology as required 

Other duties as assigned (examples: IT projects, ISO documentation, etc.)

Basic Qualifications: 

Associate’s or Bachelor's, 5+ years of experience

• Prior ARPA-H, DARPA, or other ARPA-like contracting experience is required
• Experience providing help desk support to clients, including resolving system issues and escalating trouble tickets is required

 To learn more about working at Ad Hoc, please visit: https://adhocteam.us/join/  

Benefits: 

• Company-subsidized Health, Dental, and Vision Insurance
• Use What You Need Vacation Policy
• 401K with employer match
• Paid parental leave after one year of service

Ad Hoc LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.

In support of the Colorado Equal Pay Transparency Act, and others like it across the country, Ad Hoc job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility. The range of starting pay for this role is $90,000 - $110,000  Our recruiters will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements.  

job reference:   ITSUP001728

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c