Notice Coordinator/Technical Writer

Herndon, VA

 

Job Description:

Government Tactical Solutions, LLC “GovTact” is seeking a Notice Coordinator/Technical Writer to support our government customer in Herndon, VA. Responsible for sending Notices throughout their shift for outages, planned maintenance, advisories and releases/deployments with approval from the gov’t Critical Incident Manager (CIM). This role also functions as a Tier 1 Agent and is responsible for the resolution of technical issues to ensure end-user needs are met, as needed.

 

Responsibilities:

  • Provides remote phone, email and chat troubleshooting support for application, desktop, network and mobile device issues (incidents), as well as customer requests (i.e. password resets), and record all information accurately in the CRM ticketing tool.

  • May also make outboard service calls to potential customers.

  • Resolve issues using the knowledgebase, escalate tickets immediately to appropriate support teams by assigning proper ticket priority and verifying customer names, contact information, location, issue, device impacted, error codes, and attaching screen shots.

  • May be required to work in one or multiple work queues over various customer contact channels

  • When new solutions are derived to resolve issues, Tier 1 agents will provide documentation to Service Desk leadership and Knowledge Managers to have new Knowledgebase articles created.

  • Ensure compliance with all gov’t policies, procedures and timelines for ticket escalation and resolution

  • Utilizes templates stored in SharePoint and Remedy and adjusts them accordingly to send notices from the Service Desk to the user community when CA customers inform the SD to send out these communications.

  • There will be back and forth communication between the Notice Coordinator and the gov’t CIM to get the notice template just right prior to sending these notices to ensure that the corresponding fields accurately convey the message and that the date and times are correct.

  • The Notice Coordinator will work closely with the Shift Supervisor, and Critical Incident Coordinator to draft messages for outage situations and send them out in a timely manner with gov’t approval.

  • Works directly with Service Desk Manager to review ways to improve the ticket handling process.

  • Able to work weekends and other shifts as needed

  • Available Shifts:

    • 3rd Shift: Mon – Fri (11pm – 7:30pm)

 

Qualifications:

  • Requires US Citizenship and an active SECRET Government Security Clearance.

  • 2 to 3 years of help desk/service desk experience

  • 2 to 3 years of Technical Writing experience.

  • Ability to accurately document and ticketing information with minimal errors and/or rework

  • Must be able to work independently, achieve productivity goals, and manage one’s time

  • Attention to detail and a can-do attitude.

  • Must be able to work on site and weekends on a rotating schedule

  • Experience using Remedy or ServiceNow as a CRM

  • Experience supporting the Department of State IT environment desired, but not required

Preferred Qualifications:

  • Experience supporting the Department of State IT environment

  • ITILv3 or ITILv4 Foundation Certification

  • Microsoft IT Support Certification or HDI SCR

  • Comp TIA A+ Certification

  • Experience using Remedy or ServiceNow as a CRM

 

Equal Employment Opportunity:

GovTact and Insperity provide equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. 

This applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.