Company Description
IIA a Mid Tier Government Contractor is currently looking for Knowledge Management Tech - Mid to work in Alexandria, VA .
Job Description
Information International Associates (IIa) is seeking a Knowledge Management Tech - Mid level to support our service desk contract. The primary responsibility for this position is to assist in developing a knowledge base that provides the best path to first call resolution.
Service Desk supports a federal agency headquartered in Alexandria, VA supporting approximately 14,200 federal employees and Contractor employees using government furnished equipment. The internal customers are located at various geographically dispersed sites across the domestic USA. Agency Office of Chief Information Office (OCIO) support groups incorporate both ITIL (Information Technology Infrastructure Library) and DevOps (Development and Operations) as new systems are developed, tested, and transitioned into the operational environment. The IT environment is a highly dynamic environment, which provides continuous system improvement through 16 key portfolios focused on replacing legacy systems and leveraging the latest technology to provide the most value to our business partners.
A principal goal of Knowledge Management (KM) is to develop a body of knowledge related to IT services and products, while ensuring the user community can resume their work as quickly as possible following a disruption or degradation to an IT Service, thereby minimizing the adverse impact on the mission. To meet these goals, the Knowledge Management Team (KMT) works to provide a continuous process of capturing, developing and sharing reliable data in a standardized manner.
Duties and Responsibilities
· Contribute/assist in the creation, modification of needed Knowledge Base Articles (KBA’s) when appropriate (example – update KBA with information gained during a ticket resolution or participating in monthly Knowledge Management meetings)
· Contribute to KMT through a methodology based on ITIL processes and procedural practices
· Based on the reactive nature of the KM process, knowledge creation is a by-product of Incident and Problem Management, therefore the KMT works closely with both Incident Management and Problem Management roles
· KMT works to document approaches for investigation, diagnosis and escalation procedures required to restore services through Service Desk support
· Develop, update and retire Knowledge Management (KM) articles for all systems
· Comply with agency procedures for KM articles
· Conduct regular reviews of Problem and Incident records for relevant information to update existing KM articles
· Prepare and submit Weekly Knowledge Management Activity Report every Monday to include Knowledge Articles created, updated, and retired during the reporting period and users in a desktop, server and infrastructure environment
Work Hours of Support
· Monday through Friday 7:30 am to 4:30 pm Eastern Standard Time (EST)
· No hours of operation on Weekends/Holidays/Planned closures
Skills and Competencies
Strong analytical, and problem-solving skills are needed to be successful in this position
· Effective written and verbal communication in conjunction with training skills
· Ability to work multi-functionally with all levels of internal staff
· Highly organized, self-motivated
· Ability to research and quickly resolve technical issues
· Ability to handle multiple, concurrent priorities
· Demonstrated ability to provide excellent customer service
· Exceptional computer software skills (MS Excel/WordPowerPoint/Outlook)
Requirements and Qualifications
· Associate’s Degree and minimum of 1 year of experience in Service Desk environment. Equivalent combination of education and experience will be considered
· Experience with management of MS Windows Operating systems
· Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments
· Experience and working knowledge of DNS and DHCP infrastructure and technology
· Ability to work responsibly with or without supervision
· Working knowledge of ITIL processes
Qualifications
Work Hours of Support
· Monday through Friday 7:30 am to 4:30 pm Eastern Standard Time (EST)
· No hours of operation on Weekends/Holidays/Planned closures
Skills and Competencies
Strong analytical, and problem-solving skills are needed to be successful in this position
· Effective written and verbal communication in conjunction with training skills
· Ability to work multi-functionally with all levels of internal staff
· Highly organized, self-motivated
· Ability to research and quickly resolve technical issues
· Ability to handle multiple, concurrent priorities
· Demonstrated ability to provide excellent customer service
· Exceptional computer software skills (MS Excel/WordPowerPoint/Outlook)
Requirements and Qualifications
· Associate’s Degree and minimum of 1 year of experience in Service Desk environment. Equivalent combination of education and experience will be considered
· Experience with management of MS Windows Operating systems
· Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments
· Experience and working knowledge of DNS and DHCP infrastructure and technology
· Ability to work responsibly with or without supervision
· Working knowledge of ITIL processes
Additional Information
Clearance Requirements:
Must be a U.S. Citizen and able to hold a Public Trust Security Clearance. You do not need a current/active clearance to apply.
IIa is proud to be an EEO/AA employer, M/F/D/V.
IIA a Mid Tier Government Contractor is currently looking for Knowledge Management Tech - Mid to work in Alexandria, VA .
Job Description
Information International Associates (IIa) is seeking a Knowledge Management Tech - Mid level to support our service desk contract. The primary responsibility for this position is to assist in developing a knowledge base that provides the best path to first call resolution.
Service Desk supports a federal agency headquartered in Alexandria, VA supporting approximately 14,200 federal employees and Contractor employees using government furnished equipment. The internal customers are located at various geographically dispersed sites across the domestic USA. Agency Office of Chief Information Office (OCIO) support groups incorporate both ITIL (Information Technology Infrastructure Library) and DevOps (Development and Operations) as new systems are developed, tested, and transitioned into the operational environment. The IT environment is a highly dynamic environment, which provides continuous system improvement through 16 key portfolios focused on replacing legacy systems and leveraging the latest technology to provide the most value to our business partners.
A principal goal of Knowledge Management (KM) is to develop a body of knowledge related to IT services and products, while ensuring the user community can resume their work as quickly as possible following a disruption or degradation to an IT Service, thereby minimizing the adverse impact on the mission. To meet these goals, the Knowledge Management Team (KMT) works to provide a continuous process of capturing, developing and sharing reliable data in a standardized manner.
Duties and Responsibilities
· Contribute/assist in the creation, modification of needed Knowledge Base Articles (KBA’s) when appropriate (example – update KBA with information gained during a ticket resolution or participating in monthly Knowledge Management meetings)
· Contribute to KMT through a methodology based on ITIL processes and procedural practices
· Based on the reactive nature of the KM process, knowledge creation is a by-product of Incident and Problem Management, therefore the KMT works closely with both Incident Management and Problem Management roles
· KMT works to document approaches for investigation, diagnosis and escalation procedures required to restore services through Service Desk support
· Develop, update and retire Knowledge Management (KM) articles for all systems
· Comply with agency procedures for KM articles
· Conduct regular reviews of Problem and Incident records for relevant information to update existing KM articles
· Prepare and submit Weekly Knowledge Management Activity Report every Monday to include Knowledge Articles created, updated, and retired during the reporting period and users in a desktop, server and infrastructure environment
Work Hours of Support
· Monday through Friday 7:30 am to 4:30 pm Eastern Standard Time (EST)
· No hours of operation on Weekends/Holidays/Planned closures
Skills and Competencies
Strong analytical, and problem-solving skills are needed to be successful in this position
· Effective written and verbal communication in conjunction with training skills
· Ability to work multi-functionally with all levels of internal staff
· Highly organized, self-motivated
· Ability to research and quickly resolve technical issues
· Ability to handle multiple, concurrent priorities
· Demonstrated ability to provide excellent customer service
· Exceptional computer software skills (MS Excel/WordPowerPoint/Outlook)
Requirements and Qualifications
· Associate’s Degree and minimum of 1 year of experience in Service Desk environment. Equivalent combination of education and experience will be considered
· Experience with management of MS Windows Operating systems
· Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments
· Experience and working knowledge of DNS and DHCP infrastructure and technology
· Ability to work responsibly with or without supervision
· Working knowledge of ITIL processes
Qualifications
Work Hours of Support
· Monday through Friday 7:30 am to 4:30 pm Eastern Standard Time (EST)
· No hours of operation on Weekends/Holidays/Planned closures
Skills and Competencies
Strong analytical, and problem-solving skills are needed to be successful in this position
· Effective written and verbal communication in conjunction with training skills
· Ability to work multi-functionally with all levels of internal staff
· Highly organized, self-motivated
· Ability to research and quickly resolve technical issues
· Ability to handle multiple, concurrent priorities
· Demonstrated ability to provide excellent customer service
· Exceptional computer software skills (MS Excel/WordPowerPoint/Outlook)
Requirements and Qualifications
· Associate’s Degree and minimum of 1 year of experience in Service Desk environment. Equivalent combination of education and experience will be considered
· Experience with management of MS Windows Operating systems
· Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments
· Experience and working knowledge of DNS and DHCP infrastructure and technology
· Ability to work responsibly with or without supervision
· Working knowledge of ITIL processes
Additional Information
Clearance Requirements:
Must be a U.S. Citizen and able to hold a Public Trust Security Clearance. You do not need a current/active clearance to apply.
IIa is proud to be an EEO/AA employer, M/F/D/V.