At our Company, we are dedicated to delivering expert management consulting and information technology solutions to various sectors, including large federal agencies, the U.S. Navy, state and local governments, and commercial clients across industries such as healthcare, technology, and financial services. Our core philosophy, encapsulated in the acronym DRT, represents "Driving Resolution Together," emphasizing our collaborative approach to solving challenges alongside our clients. With a blend of Fortune 500 experience and small business responsiveness, we are committed to achieving meaningful results through innovative solutions and a team-oriented mindset.
Project Description:
The CTP Office of Science (OS) Customer Service Center (CSC) serves as the primary hub for information on OS Services, Tools, System Training, and upcoming IT news. As a subcontractor on an IBM contract, our Service Desk manages user inquiries from OS and other FDA stakeholder groups.
Job Summary:
We are seeking a dynamic individual to join our team as the CTP Service Desk Technical Lead. In this role, you will serve as a Subject Matter Expert (SME) in the Rhapsody system.
Responsibilities:
Quickly upskill on Rhapsody
Provide technical customer support and troubleshooting assistance in Rhapsody and other relevant OS tools and systems
Document procedures for troubleshooting customer issues and questions
Offer recommendations to enhance applications based on data and customer insights
Participate in testing
Serve as an SME for training events and for the development of customer resources
Required Experience:
10+ years of experience in technical oversight and management
Customer support experience
Proficiency with MS Office (e.g., Excel, Word)
Excellent verbal and written communication skills
Preferred Experience:
Experience with Rhapsody system
Education and Training:
Bachelor of Science or Master of Science
Our Core Values:
Professionalism: Demonstrate leadership, ownership, and accountability in your work. Maintain a solution-oriented mindset and show empathy, dignity, and respect.
Quality: Pursue excellence in your work and deliver high-value services and products.
Teamwork: Collaborate effectively with colleagues and clients, demonstrating flexibility and a positive attitude.
Customer Mission Focused: Commit to customer success by understanding their mission and delivering results that exceed expectations.
Growth Mindedness: Embrace opportunities for growth and actively seek ways to improve your skills and add value.
Our Culture:
At our Company, we foster teamwork, transparency, and individual respect. We invest in your professional growth and recognize your contributions to our success. Join us and let's continue to build your career together.
Note:
Currently, due to the remote working status of the federal government, most of our employees are teleworking from home. However, please be aware that onsite reporting may be required in the future once normal circumstances resume.
Our Company celebrates diversity and provides Equal Employment Opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetics, disability, or protected veteran status.
Employment Type: Full-Time
Salary: $ 39,000.00 99,000.00 Per Year
