Senior Systems Engineer

Design and coordinate the implementation of the technical infrastructure and system architecture for a system of systems development and large-scale transformation effort. Coordinate with affected groups and vendors to ensure that all necessary deliverables and activities are completed on schedule. Resolve architecture and infrastructure issues (both technical and design) and implement solutions. Guide the configuration management of work products, application software, and other system components. Guide the design, integration and implementation of interfaces to optimize performance and capacity. Provide advice to program and stakeholders across the enterprise on best practices for implementation.  Identify and help mitigate architecture, engineering, and infrastructure risks. Coach and provide guidance to stakeholders prior to and during all test phases.

Participate in planning, design, technical review and implementation for system implementations and tests.  Provide technical consultation, training and support to IT staff as designated by the government.  Diagnose and resolve complex issues.

Develop and implement policies and procedures to ensure that systems support the organization's business requirements and meet the needs of the agency’s mission.

The individual is expected to cover a significant subset of the following capabilities and skills: Cloud Solutions, Middleware Solutions, Mobility Solutions, Network Architecture, Mentoring customers in DevOps, Development of Dashboards, Managing transition from legacy processes to DevOps, Strong business analysis skills and experience - including development of business vision and strategies, functional decomposition, requirements capture, process modeling, and strong knowledge of design and architectural patterns.

Knowledge of Private Cloud, IaaS, and PaaS service models, associated toolset integrations, experience supporting the integration of services across multiple CSPs including providing cost oversight and Incident Management across CSPs desirable.  Knowledge of business process modeling toolsets desirable.

Excellent communication skills, both written and verbal. The ability to explain very technical matters to non-technical people in an articulate manner is essential.  Presentation skills key.

The engineer will perform most duties at the client site.  Travel is infrequent.

WORK EXPERIENCE REQUIREMENTS

10 years of experience across all aspects of computer systems analysis, to include hardware, networks, and systems software; has experience with designing technical and system architecture according to applicable industry standards.

EDUCATION REQUIREMENTS

Undergraduate degree in software engineering, Computer Science, Information Systems, Engineering, Business, or other related scientific or technical discipline (Required).  Two years of additional project-related experience may be substituted for each year short of the required degree.  Master’s Degree (Optional)

Help Desk Lead

The Helpdesk Lead functions as a supervisor as well as a senior Call Center Technician. This position is responsible for ensuring all calls escalated by Tier 1 Technical Support are handled promptly and effectively. The Helpdesk Lead coordinates administrative and technical workloads for the team, communicates and enforces procedures, coordinates training, provides updates on changing customer requirements, provides solutions for desktop and laptop issues, and ensures issue resolution.

The Supervisor develops and mentors team members, provides feedback to team members on quality assurance and customer satisfaction, and serves as the liaison between team members, client management, and company management. The Helpdesk Lead is also responsible for incident management, strategizing efficient workflow, ensuring adequate staffing levels and providing reports to management as needed.

The Helpdesk Lead is responsible for ensuring staffing needs are communicated and met, including coordinating support for on-call needs, fill-in support for and from other teams, and customer needs and other job duties as assigned.

 

WORK EXPERIENCE REQUIREMENTS

Helpdesk Lead should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. Proven excellent customer service skills, call tracking/problem management software experience involving detailed documentation skills. Excellent problem solving skills and broad understanding of relationships between hardware and applications are necessary. Proven knowledge of basic PC troubleshooting of Windows 2000, XP and Windows 7. Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast paced environment with dynamic priorities are needed to perform the job duties. Must be able to obtain Public Trust security clearance.  Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.

 

EDUCATION REQUIREMENTS

·         HS Diploma or GED.

·         CompTIA A+ (IT Technician Designation) certificate required

·         Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.

·         Must be able to obtain a Public Trust Clearance

SharePoint Developer

The team has an immediate need for a SharePoint Developer (Mid) to join a team to provide SharePoint development and support for a DoD client. 

Having an active DoD Secret clearance is mandatory to be considered for this position.

The SharePoint Developer (Mid) position is an integral part of our delivery team and is responsible for working with our enterprise and federal clients to help them realize their requirements/needs into a SharePoint solution. This developer will be responsible for requirements gathering and execution against those requirements, to potentially include client-side programming and must have strong, demonstrable expertise in HTML, CSS & JavaScript.


The candidate will be responsible for the design and delivery of applications across a portfolio of products, optimized for 24/7 stability, performance, and scalability. In addition, the candidate will design, build & test enterprise solutions as well as diagnose and resolve complex issues.

Key Accountabilities:

  • Use best practices to design and implement application functionality that satisfies the needs of our enterprise and federal clients;
  • Leads application integration and design discussions among multiple stakeholders & groups;
  • Analyze problems and implement solutions that trade off architectural constraints of functionality, usability, performance, reliability, scalability, cost, and time-to-market;
  • Identify appropriate data sources & model scalable information architectures;
  • Design and implement client-side extensions for a high-volume, large-scale cloud environment using modern JavaScript techniques, frameworks & libraries;
  • Design and implement modern web-based user interfaces using best practices to support new functionality;
  • Works on complex problems and provides solutions that are highly creative and ingenious;
  • Leverage strong client-side development background, with knowledge and hands-on experience writing JavaScript & XSLT, working with data in JSON & XML formats, and using libraries & frameworks such as jQuery, jQuery UI, Kendo & Knockout;
  • Mentor staff in the development and deployment of solutions, and growth within the company;
  • Contribute to proposal efforts as required.

Work Experience Requirements

Clearance:

  •  Candidate MUST have an active DoD Secret or higher clearance.  This is non-negotiable.

Desired Skills and Experience:

  •  5+ years' experience in client-side or web application development;
  • Experience with SharePoint 2010 & 2013 is a plus, with added value for experience in building applications using SharePoint Designer and/or the CSOM;
  • Hands-on experience in solution, application, or information architecture;
  • Ability to convert business requirements into logical solution designs;
  • Experience in web-based systems architecture, service-oriented architecture or enterprise application architecture;
  • Familiarity with Agile (Scrum) project methodology and practices;
  • Ability to lead/influence issue resolution across various groups in the organization;
  • Experience in defining large scale logical data models for both systems and enterprise;
  • Industry experience with RDBMS such as SQL Server or MySQL; or with NoSQL databases such as MongoDB;
  • Experience with Civil & DoD government consulting;
  • Solid knowledge of both business and IT processes;
  • Strong analytical skills and technical expertise;
  • Experience with managing multiple complex tasks and leveraging strengths of the team to deliver;
  • Ability to effectively communicate technical issues and resolve problems;
  • Ability to work both with a team and independently on development projects;
  • Seeks to make team better/stronger through mentoring staff, helping staff with career development, and sharing thoughts/ideas on new technologies, approaches, and methodologies.

 

Recruiter

General Description

HumanTouch LLC is a fast-growing IT services company looking for a dynamic, go getter to join our recruiting team.  Do you have an undeniable drive for success?  Always looking to match the best candidate with the best position.  Our ideal recruiter is someone who can establish and maintain relationships, is detailed oriented, and can actively listen to both the candidate and the hiring manager to ensure a perfect match.

This position is based out of our headquarters office located in Tyson’s Corner, Va, however frequent (up to 50%) travel to client site at FDA White Oak Campus, MD will be required.

Primary responsibilities include but are not limited to:

  • Confer with management to identify recruiting needs
  • Prepare and post to appropriate job boards.
  • Source and attract candidates by utilizing databases, social media, networking and employee referrals.
  • Assess applicants’ relevant knowledge, skills and experience and conduct pre-screening interviews to determine suitability.
  •  keep current with sourcing strategies and industry trends
  • Coordinate interviews with the relevant hiring teams. 
  • Provide regular updates and feedback to managers.
  • Brief and debrief candidates before and after interviews.
  •  Maintain an active sourcing log of potential candidates

Work Experience Requirements: 

  • Minimum of 1-2 years of experience in a similar profile is preferred.
  • Excellent communication skills, ability to deal with candidates and employees at all levels.
  • Strong attention to detail and good interpersonal skills.
  • Strong decision making and problem-solving skills.
  • Ability to multi-task in fast-paced dynamic environment.
  • Knowledge of applicable computer applications, sourcing websites, and job boards.

Education Requirement:

  • Undergraduate degree or equivalent experience

 

Contracts Coordinator

HumanTouch LLC is looking for a detail oriented self-starter to assist our contracts and legal department. Do you have strong written and verbal communication skills and are interested in pursuing a career with a fast-paced demanding environment?  Want the opportunity to continue learning and strengthening your craft?  If you answered yes, then we want to talk to you.

Our Contracts Coordinator will provide contract management support for Federal and Private sector activities associated with complex contractual matters.  Working closely with our Contracts Director, this role will require a high level of attention to detail with strong research and writing skills.  The Contracts Coordinators time will consist mainly in carrying out routine tasks such as updating company files, preparing legal contracts, reviewing documents, and giving legal assistance.

Responsibilities include but are not limited to:

·         Interacts with internal and external clients about contract support needs including

i.           corresponding about contract reviews and approvals

ii.         ensuring contractual reporting requirements are met, and,

iii.        communicating contract modification inconsistencies.

·         Interacting with Clients and Project Managers to close-out contracts

·         Producing and/reviewing Contracts, Subcontracts, Task Orders, Non-Disclosure Agreements (NDAs), Teaming Agreements (TA), short-term personal service 1099 agreements, purchase orders, and contract modifications.

·         Overseeing database for archiving all contract related documentation; including maintaining a log of contract department activity, entering contract data into various systems and tracking data updates, maintaining contract reporting schedules, resolving discrepancies, and communicating key issues and status updates.

·         Keeping track of funding levels and period of performance and liaise with the Client to ensure modifications are received in a timely manner

·         Assisting proposal teams on contractual inputs required for new solicitation; including documentation development for hybrid contracts with multiple subcontractors, task assignments, and regulatory compliance as well as coordinating the submissions of required proposal and contract notifications.

·         Providing support for project kick-off meetings and related documentation preparation.

·         Assisting Contracts Director during kick off meetings to review contract requirements with Project Managers.

·         Assisting our General Counsel with corporate litigation procedures and other specific business legal needs.

Qualifications include:

·         Bachelor’s degree or Paralegal Certification from an accredited school or equivalent work experience

·         Proven familiarity with contracts administration and compliance requirements.

·         Preferred two (2) plus years contracts or paralegal experience 

·         Ability to work independently, but collaboratively, as a member of a team

·         Strong written/verbal communication skills

·         Experienced working in Microsoft Suite (Excel, Word, PowerPoint, etc.)

·         Experience with e-collaboration tools

·         Strong organizational skills with strong attention to detail

·         Prepare legal summary of due diligence conducted, draft due diligence question lists and review documents related to corporate records, litigation and agreements

·         Knowledge of government contract vehicles

·         Established credibility in managing multiple tasks in a fast-paced demanding environment by being well organized

Tier I Help Desk Specialist

Help Desk Analysts provide IT support for over 18,500 worldwide customers by diagnosing and resolving routine hardware and software issues. They receive requests for support via phone, email and web/intranet. Help Desk analysts use remote assistance to assist customers if the customer’s PC is connected to the network. Tickets are created, modified and closed in HP-Service Manager; problems/requests that cannot be resolved by Tier 1 are escalated to Tier 2 and Tier 3.  Help Desk Analysts research questions using available information resources, including an IT Help Desk knowledgebase.

 

Help Desk Analysts follow existing Standard Operating Procedures (SOPs) and enter or receive tickets for customer support and ensure proper closeout of tickets once resolution has been confirmed.

 

Help Desk services are required 24 hours a day, seven days (7) a week, 365 days a year. Help Desk Analysts work 40 hour a week shifts, according to a schedule established by the Help Desk Manager and Supervisors. Help Desk analysts work on site in White Oak, MD and may be eligible for some remote work if approved by the Help Desk Manager and supervisors.

WORK EXPERIENCE REQUIREMENTS

Help Desk Specialist should demonstrate the core competencies of communication, leadership, ability to drive change, innovative outlook and problem analysis. Proven excellent customer service skills, call tracking/problem management software experience involving detailed documentation skills. Excellent problem solving skills and broad understanding of relationships between hardware and applications are necessary. Proven knowledge of basic PC troubleshooting of Windows 2000, XP and Windows 7. Required professional attitude, company focus, and strong work ethic and proven ability to follow through on open issues and handle multiple priorities in a fast paced environment with dynamic priorities are needed to perform the job duties. Must be able to obtain Public Trust security clearance.  Ability to work shift work, which may include overnights and weekends to support 24/7/365 operations.

EDUCATION REQUIREMENTS

Help Desk Specialist should have a HS Diploma or GED. CompTIA A+ (IT Technician Designation) certificate required and Microsoft Office Specialist (Access, Excel, PowerPoint, or Outlook) certification preferred. Candidates who do not already have MOS certification must commit to being fully certified within 30 days of hire.

Transition Manager- NRC

 HumanTouch, LLC is looking for a Service Desk Transition Manager to facilitate the transition of services.  Perform as the primary point of contact for notable changes and transitions in end user services such as, but not limited to, the movement of end-user services from NRC data centers to the cloud.  This position requires that candidates can obtain and maintain a Nuclear Regulatory Commission Clearance which requires Citizenship in the United States.

WORK EXPERIENCE REQUIREMENTS

•           ITIL Foundations Level Certification. Higher ITIL certification levels will be more favorably rated, but is not required

•           Experience successfully collaborating with other Help Desk areas in an operational setup where Help Desk components and customers may be dispersed over more than one location

•           Experienced in participating in Help Desk Transitions

•           Prior experience successfully leading Help Desk Transitions

•           Experience in transitioning existing contractor support activities, identify immediate opportunities to improve the efficiency and effectiveness of the activities, and support incremental transformation of the services, resources, and processes over time as an embedded function of its ongoing activities

•           provide advisory and technical expertise to notable end user service changes and transitions

•           Work with the Service Delivery Integration Team, stakeholders, in addition to other Contractors.

•           Ensure that the processes, policies, and procedures are revised to reflect the notable change and/or transition

•           Experience with Transition-In and Transition-Out methods

 EDUCATION REQUIREMENTS

•           Bachelor’s degree IT related field or equivalent

•           ITIL Foundations Level Certification. Higher ITIL certification levels will be more favorably rated, but is not required

 

Tier III Help Desk Technician- NRC

HumanTouch, LLC is looking for a help desk technician to provide technical assistance and support related to computer systems, hardware, or software. Experience in responding to queries, runs diagnostic programs, isolate problem and implement solutions.  An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain solutions. They must also be customer-oriented and patient while solving problems.  Candidate must have some call center or help desk experience. This position ensures that end users are receiving the appropriate assistance and includes the responsibility of managing all procedures related to the identification and resolution of end user help requests, including monitoring, tracking and escalation as needed. This position requires that candidates can obtain and maintain a Nuclear Regulatory Commission Clearance which requires Citizenship in the United States.

WORK EXPERIENCE REQUIREMENTS

•           6 years of help desk experience

•           Work closely to provide systems support and business (functional) assistance to users for tickets that cannot be solved under Tier 1 or Tier 2Provide decryption/encryption support utilizing encryption software or future technology encryption software to include higher skill level troubleshooting for decryption/encryption issues, hard drive recovery utilizing forensic-like recovery technologies.

•           Provide ongoing support for Microsoft Office 365 / Exchange and will also address project-based work to include the testing, packaging, and deployment of new hardware or software and often will require dedicated support for the duration of projects. 

•           Tier 3 may assist with systems integration and configuration management testing, base-lining and updating configurations, configuration analyses and recommended solutions, documentation, and implementation of desktop configuration solutions. 

•           Provide advanced and complex technical support for all base-level applications.

•           Provide application packaging, testing and deployment delivery support for current and new software applications.

•           Perform quality control of the ticket to ensure that all actions taken at Tier 2 are properly recorded.

•           Experience supporting Microsoft Office 365/Exchange

•           Experience developing custom Windows Installer (MSI) packages and 3rd party custom packages for Microsoft SCCM 2012 distribution

•           Microsoft Deployment Toolkit (MDT) Imaging

•           Experience evaluating and assessing Windows hardening processes, such as Security Technical Implementation Guides (STIGS), and Internet Explorer Active Directory group policies.

•           Active Directory Delegated Administrator Support

•           Helpdesk Runtime Automation support.

•           Scan and analyze infected desktops to identify malware

•           Hardening network devices by applying security baseline configurations, and assists in Incident response activities

•           Create, work on, and update Incident/Problem support tickets.

•           Provide decryption/encryption support for current encryption software

•           Generate security policies and procedures as directed.

•           Experience with VB Scripting, Windows Scripting Host and MS-DOS Batch scripting, PowerShell, and .NET

 EDUCATION REQUIREMENTS

•           Bachelor’s degree IT related field or equivalent.

•           A+ or Network+ Certification

•           Degree and certifications preferred.

•           Experience with ITSM based ticketing systems. ServiceNow, BMC Remedy, HEAT or other ITIL based call tracking software a plus.

•           HDI Certified is a plus, not required

Tier II Help Desk Technician- NRC

HumanTouch, LLC is looking for a help desk technician to provide technical assistance and support related to computer systems, hardware, or software. Experience in responding to queries, runs diagnostic programs, isolate problem and implement solutions.  An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain solutions. They must also be customer-oriented and patient while solving problems.  Candidate must have some call center or help desk experience. This position ensures that end users are receiving the appropriate assistance and includes the responsibility of managing all procedures related to the identification and resolution of end user help requests, including monitoring, tracking and escalation as needed. This position requires that candidates can obtain and maintain a Nuclear Regulatory Commission Clearance which requires Citizenship in the United States.

WORK EXPERIENCE REQUIREMENTS

•           2-6 years of help desk experience

•           Highly effective communication skills

•           Prior experience with supporting mobile devices

•           Windows support experience

•           Candidate will be required to work independently and with minimal supervision.

•           Candidate must be responsive, reliable and able to prioritize tasks efficiently.

•           Experience with an incident tracking/ticketing software system.

•           Candidate will be the first line of support for all technical issues and may be required to work after designated hours to resolve urgent issues.

•           Provide front-line support for end-user hardware including laptops, monitors, peripherals and printers.

•           Provide support for mobile devices including iOS and Android devices.

•           Troubleshoot connectivity and networking issues.

•           Familiarity with Windows OS imaging using Ghost/SCCM and other tools.

•           Candidate will be responsible for on-boarding and new hire laptop deployments.

•           Provide Tier 2 application support for end-user systems, including Office 2010 and 2013, McAfee

•           Antivirus, Windows OS, web browsers, internal proprietary and managed applications.

•           Maintain and track equipment stock for the office including laptops, monitors, desk phones and peripherals.

•           Light Active Directory administration required (password resets, unlocking accounts, etc.).

•           Candidate will be required to maintain and troubleshoot issues with the Tandberg/Cisco videoconferencing equipment.

•           Provide support for executive meetings, board meetings and vendor events to include the use of WEBEX.

 EDUCATION REQUIREMENTS

•           High school education or equivalent.

•           Certifications preferred.

 

Tier I Help Desk Technician- NRC

 HumanTouch, LLC is looking for a help desk technician to provide technical assistance and support related to computer systems, hardware, or software. Experience in responding to queries, runs diagnostic programs, isolate problem and implement solutions.  An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain solutions. They must also be customer-oriented and patient while solving problems.  Candidate must have some call center or help desk experience. This position ensures that end users are receiving the appropriate assistance and includes the responsibility of managing all procedures related to the identification and resolution of end user help requests, including monitoring, tracking and escalation as needed. This position requires that candidates can obtain and maintain a Nuclear Regulatory Commission Clearance which requires Citizenship in the United States.

 WORK EXPERIENCE REQUIREMENTS

•           0-2 years of help desk experience

•           Contribute to problem resolution via email or over the phone and work functions may include providing training to end users.

•           Must have analytical skills to resolve end user issues and solid written and verbal communication skills.

•           Answering the phones and logging customer requests in the ticket tracking system

•           Responsible for creating and updating tickets according to standard procedures and policies.

•           Enforce request handling and escalation policies and procedures.

•           Monitor and test resolutions to ensure problems have been adequately resolved.

Contributing to and updating knowledge base content built on the problem resolution and training.

•           Ability to work in a challenging environment with a high degree of attention to quality, detail, correctness and deadlines in a multi-tasking, priority changing environment.

•           Application skill sets:  Google Gmail, MS Windows Operating System and MS Office Suite.

•           Must be able to work with a variety of people and departments, and maintain confidentiality.

•           Good written, verbal and analytical skills are a must.

•           Proactive team player who can work both independently and within a team environment.

•           Basic Active Directory Knowledge

•           Excellent organizational skills

•           Experience in customer facing role either remote or face to face.

•           Ability to follow step by step instructions.

•           Problem solving skills.

•           Accuracy in data entry.

•           Excellent fluency in English and ability to speak and write in English.

•           Familiarity with basic computer technology.

•           Time management.

•           Basic troubleshooting experience.

•           The candidate must be a self-starter with excellent communication and interpersonal skills.

 EDUCATION REQUIREMENTS

•           High school education or equivalent.