Job Type

Full-time

Description

$85,000 - $93,000/year

Work location: On-site 5 days/week, Washington, DC

Duties and Responsibilities:

Provide maintenance, management, and optimization of the US Tax Court's IT infrastructure, including cloud services, security solutions, collaboration tools, and hardware devices. This role is vital in ensuring that the Court's digital ecosystem is secure, efficient, and aligned with industry best practices. The technician will provide both technical and customer service support, ensuring that issues are promptly resolved, and systems operate smoothly. Requires hands-on expertise in managing hardware, software, and network configurations, as well as providing support to end- users.

Key Responsibilities:

Customer Service & User Support

• Offer exceptional customer service and technical support to end users, ensuring their satisfaction and efficient resolution of issues.
• Provide timely and effective troubleshooting for various hardware/software issues, identifying root causes and implementing solutions.
• Utilize a ticketing system (e.g., Zendesk) to track and resolve user-reported incidents and service requests.
• Document resolutions and provide knowledge base updates to improve future support interactions.
• Manage escalations and collaborate with senior technical staff for complex issues.

System Administration & Maintenance:

• Administer and maintain user accounts, permissions, and access control on M365/O365, Azure AD/Entra, and other cloud services.
• Configure and manage Intune/Endpoint Manager for mobile device management and system updates across a variety of devices (Windows, Mac, iOS, Android).
• Oversee user access and permissions on SharePoint and assist in the creation, management, and sharing of documents and resources.
• Monitor and maintain the health of VoIP systems (Poly Phones) and ensure reliable communication for the Court.
• Manage and support systems like Zendesk for ticketing, issue resolution, and communication with internal teams or clients.
• Ensure the proper functioning of security cameras and video management systems like Axis and Eagle Eye.
• Administer and maintain systems for Documo mFax, ensuring secure and compliant electronic faxing capabilities.
• Provide support for software and applications in Microsoft Office suite, including troubleshooting and updates.
• Diagnose and resolve issues related to software, hardware, network, and system malfunctions.
• Perform root cause analysis to identify the underlying cause of recurring problems, working to eliminate those issues through process or configuration improvements.
• Analyze logs, performance metrics, and error reports to identify and resolve issues proactively.

Device Management and Support

• Manage, troubleshoot, and provide end-user support for both Mac and Windows laptops and iOS/Android smartphones.
• Assist with the setup, configuration, and troubleshooting of hardware and software across various devices.
• Provide end-user training and guidance for effective device and software use, ensuring consistent functionality and security.

Security and Compliance

• Ensure compliance with organizational security policies and procedures for all systems and devices.
• Assist in the implementation of security best practices and monitor for vulnerabilities across the IT infrastructure.
• Perform periodic audits of user access, system configurations, and security logs.

Requirements

• Must be a US citizen
• Must be familiar with Microsoft Intune
• Minimum of 5 years of hands-on experience in system administration and technical support.
• Demonstrated experience in M365/O365, Azure AD, Intune, and supporting both Mac and Windows-based systems.
• Experience in troubleshooting a wide range of IT hardware and software, including mobile devices (iOS/Android).
• Proven customer service experience in an IT support capacity, with a track record of successful issue resolution and user satisfaction.
• Familiarity with VoIP systems, Zoom, and Teams

Technical Skills

• Proficiency in managing and supporting Microsoft 365/O365, Azure AD, Intune/Endpoint Manager, and SharePoint.
• Experience with managing mobile devices using iOS/Android and handling software updates and troubleshooting on Mac and Windows laptops.
• Expertise in VoIP technology and troubleshooting Poly Phones or similar systems.
• Familiarity with security camera systems like Axis and Eagle Eye and the ability to manage and troubleshoot video surveillance systems.
• Proficient in using and supporting Zendesk for customer service and ticketing processes.
• Familiarity with Documo mFax for secure faxing.
• Basic networking knowledge for troubleshooting internet and cloud connectivity issues.
• Experience with Zoom for virtual communications, troubleshooting meeting issues, and managing settings.

Troubleshooting & Root Cause Analysis

• Strong troubleshooting skills to quickly and effectively resolve issues across a variety of IT systems and technologies.

Customer Service & Communication Skills

• Excellent communication and interpersonal skills, with the ability to clearly explain technical information to non-technical users.
• Proven ability to provide high-quality, customer-focused service while resolving issues in a timely and professional manner.
• Strong problem-solving abilities with a focus on root cause analysis.

At least one of the following technical certifications:

• Microsoft Certified: Azure Fundamentals
• CompTIA A+ Certification (or equivalent)
• CompTIA Network+ Certification (for network troubleshooting)
• Microsoft Certified: Security, Compliance, and Identity Fundamentals
• Apple Certified Support Professional (ACSP) (for Mac laptop support)
• ITIL Foundation Certification (for IT service management)
• Zendesk Certified Administrator (for managing Zendesk systems)
• CompTIA Security+ (for security awareness)

Desirable Qualifications:

• Experience with automation and scripting with PowerShell

Clearance Requirement: Ability to obtain and maintain a Public Trust.

The salary range for this position depends upon multiple factors including location, the individual's knowledge, skills, competencies, and experience, and contract-specific budget constraints and organizational requirements.Gunnison Consulting Group's total compensation package also includes bonus and profit-sharing opportunities, depending on company and employee performance. Available employee benefits include:

• 3 weeks of Personal Leave your first year
• 11 paid Holidays each year
• 5 days of Flexible Time Off each year
• 401(k) company match at 50% up to 10% of your salary
• Medical, Dental and Vision Insurance
• Life and Disability Insurance
• Public Transportation Subsidies
• Certifications and Training Allowance - Up to $5,000/year!

Salary Description

$85,000 - $93,000/year