Project Leader - Application Support (Tier II)
Computer World Services (CWS)Corporation

Job Info

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Job Description 

Computer World Services, Corporation (CWS) is seeking an exceptional candidate to serve as the Project Leader - Application Support (Tier II) for the US Department of Justice (DOJ) Service Desk and information technology (IT) Services for all Civil Division components supported by the Office of Information Technology (OIT). OIT requires support to provide enterprise-level service desk and incidental information technology services in support of OIT’s operational requirements.  Services include: Help Desk Support, IT Operations Management and Support, Mobile Support, IT Asset Management, Software Development and Support, IT Security Program Support, IT Incident Response and Reporting, Classified Processing, IT Training Services, Laptop Lending Program Support, Application Services Help Desk, SharePoint Support, Litigation IT Travel Support, Reasonable Accommodation Support, Case Information Management System (CIMS), and Civil Online Relativity Application (CORA) Support, and Copy Center Operations. The Civil Division consists of approximately 2,700 personnel primarily located in the Washington, DC National Capital Region (NCR).   

The Project Leader – Application Support (Tier II) for the DOJ CIV Help Desk and IT Support Services is responsible for managing application support operations at Call Center with customer coverage hours M-F 7:30-6:00PM.  The Manager will lead a team supporting approximately 600 tickets monthly and demonstrate competency in technical areas with a RelativityOne Review Pro Certification to ensure that service desk resolution addresses customer IT requirements with a foundational and appropriate technical skillset.  The Project Leader – Application Support (Tier II) will possess advanced skillsets to assist with resolution of complex application issues. 

Key Tasks and Responsibilities 

Manage Tier II Application Support service delivery 

• Ensure that responses are technically accurate, leverage customer documented guidelines and standard operating procedures (SOPs) 
• Ensure team is meeting contract SLA standards 
• Track tickets in IT Service Management ticketing system, ensuring properly documented and closed per SLAs 
• Escalate tickets to appropriate Tier level for issue resolution when required 
• Provide feedback on issues for development of the customers resolution knowledge database 
• Manage and monitor problem ticket trends and perform analysis to determine changes in level of support required 
• Ensure that services are performed at an acceptable level of quality 
• Provide training and/or coordinate training for service personnel 
• Participate in daily meetings and provide updates on team performance and progress 
• Ensure personnel wear proper attire required for service area supported 
• Create, analyze, and provide reports from the Automated Call Distribution (ACD) system and ITSM Tickets System 
• Ensure work practices to secure and safeguard all Government provided property and data 
• Serve as the single point of contact for Application Services issues. 

Tier II Application Support 

• Provide all necessary Application Services tasks to support the customer end users. 
• Provide application services, assistance and guidance to customer attorneys and staff for the management of small or older cases 
• Provide consultation on available technologies and software 
• Provide certified support for the Civil Online Relativity Application (CORA). 
• Receive and resolve all tickets regarding litigation support requirements, tools and/or OIT hardware 
• Assist end users with use of approved tools for example, provide workflow improvement guidance for how the end user is using the tool 
• Escalate user requests and issues to external support teams to help address user matters 
• Provide hardware support for all Application Services desktops and laptops. 
• Document customer requests in ticket tracking system, record the action taken, and follow up on 
  deferred actions. 
• Interact with customer end users and other contractor staff to diagnose and resolve problems and tickets 
• Research tool alternatives to assist users based on user or case specific requirements 
• Create and maintain technical documentation to support the user community. Technical documentation includes step-by-step tip sheets, supported application manuals, process/workflow capturing and training manuals. 
• Assist users in gaining access to all supported litigation support software in accordance with the 
  Application Services SLA 
• Provide support to Civil Online Relativity Application (CORA) users including: creating user accounts, granting access to specific user groups, issue two factor authentication mechanisms, and end user troubleshooting support 

Education & Experience  

• Associate of Arts / or Science (AA or AS) [minimum education] 
• 6+ years’ experience in Information Technology environment [minimum experience] 
• Experience with installation, configuration, and maintenance of personal computers, mobile devices, printers, and laptops 
• Experience and skills with performing basic networking and PC troubleshooting, as well as interaction with various operating systems 

Certifications  

Task Area Certifications 

• RelativityOne Review Pro Certification (R1RPC) [required]
• HDI Customer Service Representative (HDI-CSR), HDI Support Center Analyst (HDI-SCA), -or- Certified Customer Service Professional (CCSP) [required] 
• Must pass MD-100 Windows Client Exam upon starting. 

Management Role Certifications (preferred)

• Microsoft Certified Professional (MCP) [desired certification or demonstrated competency] 
• HDI Support Center Manager (HDI-SCM) -or- HDI Desktop Support Manager (HDI-DSM)

Security Clearance  

• Must have an active Secret Tier 3 clearance.

Other (Travel, Work Environment, DoD 8570 Requirements, Administrative Notes, etc.) 

• Local travel to customer sites 

Computer World Services is an affirmative action and equal employment opportunity employer. Current employees and/or qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, disability, protected veteran status, genetic information or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Computer World Services is committed to the full inclusion of all qualified individuals. As part of this commitment, Computer World Services will ensure that individuals with disabilities (IWD) are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Aaron McClellan in Human Resources at 314.952.5138 or amcclellan@cwsc.com.

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