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

Accounting Assistant


HumanTouch LLC is looking for a junior level Accounting Assistant at our headquarters in McLean, VA.

Responsibilities of this position will include:  

•    Prepare all required monthly project invoices in an accurate and timely manner using the Microsoft NAV accounting system.
•    Submit project invoices to Project Managers for approval.
•    Make any required corrections to invoices and submit to customers for processing.
•    Address issues raised by customers and prepare revised invoices as needed.
•    Work closely with the Corporate Controller to resolve invoices in a past-due status.
•    Work with Contracts to set up new jobs in NAV and ensure billing begins immediately.
•    Prepare final invoices on closed contracts as needed.
•    Reconcile all cash accounts on a monthly basis.
•    Assist with gathering required data for monthly bank reconciliations.
•    Post required entries to and reconcile assigned balance sheet accounts on a monthly basis.
•    Responsible for filing all required sales tax returns for both HumanTouch and CorasCloud.
•    Provide month-end closing support as required.
•    Assist with better organizing the document filing system and help insure that filing is kept current at all times.
•    Other duties and assignments as required.

WORK EXPERIENCE REQUIREMENTS

Some Accounting experience preferred. Prior history working with Microsoft NAV software is a plus.

EDUCATION REQUIREMENTS

Bachelor’s or Associate’s Degree, or relevant coursework in Accounting, Finance or Business preferred.

Cybersecurity Lead Tester

HumanTouch LLC is seeking a Cybersecurity Lead Tester in support of the Security Exchange Commission.  This candidate should have skills and experience in network auditing, ethical hacking, web application testing, intranet application testing, and penetration testing. May assist in translating high level product development strategies into system requirement specifications and works with other engineering disciplines to develop lower level detailed implementation requirements. May assist in establishing and coordinating development of standards, practices, and procedures as related to the overall product development. May assist in designing interfaces and bringing system elements together so they work as a whole. May assist in design review of components (hardware and software) to ensure applicability to the current system and traceability of requirements through compliance verification and validation.  Organize, monitor and support the test and evaluation process in accordance with approved test strategies.

WORK EXPERIENCE REQUIREMENTS

The individual must have documented experience in the following:

·         System security categorization(Major/Minor)

·         Security impact analysis

·         NIST revision 4/5 Control selection

·         Security Assessment & Authorization Control assessment

·         Vulnerability assessment (Nessus);

·         Penetration testing (Kali Linux / Burpe Suite)

·         Establishing continuous monitoring processes

·         Risk Analysis recommendation ; tracking and corrective plan of  action and milestone

·         Generation of authorization documentation packages

·         Update of ISCM documents (system security plan)

·         Creation and management of the artifacts of SA&A activities

The individual should have no less than six years of SA&A/C&A experience and have lead tasks of this related to testing information security testing (ST&E).

EDUCATION REQUIREMENTS
      Bachelor’s Degree

 

Tier II Deskside Support Technician

Are you detailed oriented? Like to help solve complex technical issues? If so, HumanTouch, LLC is looking for you to join our team as a Tier II Deskside Technician to support out FDA Regional IT Help Desk.  Deskside Technicians install, connect, configure, upgrade, troubleshoot, diagnose, and repair desktop/laptop system hardware and software, mobile devices, and peripherals (printers, scanners, etc.).  Hardware upgrades include, but are not limited to, adding memory, hard drives, removable storage media, DVD-ROMs, network interface cards, etc.  Software support includes upgrade or reinstalling operating systems, application software, utility software, and FDA procured/developed standard system software.  Technicians perform mobile device and PC refreshes, assist with COOP exercises and events, provide move support for customer location moves, and provide support for virus/malware, warranty parts and repairs, data recovery, and system administration support. Technicians document all reported problems and issues.

Deskside technicians provide support and incident resolution for off-site computers through remote desktop connection and/or travel to off-site locations as needed and authorized.

Deskside Technicians 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.  They provide incident resolution, and troubleshooting assistance for Government owned, off-site computers.  These services are provided through remote access.

Deskside Technicians provide on-site Deskside Support at the FDA Lenexa, KS location, Monday through Friday, for an 8 hour shift during the hours of 8:00 am – 5:00 pm local time as well as when the Government’s local operating status has been indicated as Closed by the Office of Personnel Management i.e., snow days or other emergency situations. On-call services are required between 6:01 pm – 7:59 am local time Monday through Friday, weekends, and Federal Holidays.

 

Preferred Skills/Experience

  • Possess excellent customer service skills
  • Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
  •  Proven knowledge of basic PC troubleshooting of Windows 7, Microsoft Office applications, iPhone and Android devices, IronKey devices, and local and/or network printers
  • Ability to follow through multiple issues in a fast paced environment with dynamic priorities
  • Must be able to obtain Public Trust security clearance. 

Education Requirements

  • Must be CompTIA A+ certified
  • 2 years of combined Tier 1 and Tier 2 support work experience

Or

  • 1 year of Tier 1 or Tier 2 experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field

 Other Requirements:

  • Valid US Driver’s License

 



 

ITSM Program Manager

HumanTouch, LLC is seeking an ITSM Program Manager to evaluate and manage service delivery processes and system standards ensuring compliance with organizational standards and governmental regulatory requirements. Responsibilities include:
- Work with Work Area service delivery POCs to seamlessly design, integrate, and implement service delivery practices to support achievement of program and customer goals and objectives.
- Identify and manage risks; develop and manage mitigation strategies.
- Identify and execute process and program improvements.
- Provide technical/management leadership on major tasks or technology assignments.
- Maintain responsibility for the ownership and resolution of programmatic Service Management issues which arise in connection with ITSM services.
- Conduct Customer Relationship surveys; assess results; and brief program and corporate management.
- Ensure alignment of ITSM solutions to contract and Customer business needs.
- Create and maintain the service catalog descriptions of existing services offered.
- Ensure appropriate SLAs are in place to support any new services.
- Act as primary liaison to other IT contracts supporting the customer.
- Analyze and review actual service performance against SLAs.
- Provide regular reports on programmatic and inter-contract performance and achievement to the Program Manager and the Customer.
- Develop and implement procedures and plans for assuring service delivery standards in a network services environment which supports complex, secure networks.
- Evaluate and recommend changes and/or technology upgrades to address performance, standardization and industry best practices.
- Manage business and technical aspects and personnel supporting Service Delivery processes for network projects and services, such as engineering studies, network operations and systems development for all project and services life cycle phases.
- Ensure compliance with all customer project engineering and management processes and procedures, and Government policies.
- Represent contract in recurring customer meetings.
- Represent customer requirements in technical exchanges with other government agencies

 

Education/Certification Requirements

- Bachelor’s degree in Business, Computer Science or related field
- PMP
- ITIL v3 Foundations

 

Experience Requirements

- 16+ years related Service Delivery experience in IT, tools, and techniques
- 4+ years experience with large-scale enterprise/global networks in a high paced diverse environment

- Security Clearance: Secret

- Ability to work independently with little direction and guidance
- Demonstrated understanding of all elements of PMBOK and IT delivery life cycles,
- Experience working on unusually complicated problems and providing solutions that are highly creative and ingenious, exhibiting ingenuity, creativity, and resourcefulness
- Ability to act independently to expose and resolve problems
- Excellent interpersonal skills; able to rapidly develop positive customer and team relationships
- Ability to work weekends and evening hours as needed
- Excellent writing and communication skills, including the ability to develop analytical documents and present oral presentations to senior/executive management
- Proficient is MS Office suite – Visio, Word, Excel, PowerPoint, and Project

 

Business Analyst: US Census

HumanTouch, LLC is seeking an ambitious, detail oriented individual dedicated to identifying, developing, and documenting the overall business practices/procedures for one of our nation’s greatest information agencies.  Our Business Analyst is also responsible for mapping/aligning strategic initiatives and systems/technical requirements. The Business Analyst works as a team member along with the Program Manager and the Program Team to develop the business process models and technical solution for the client.

 Responsibilities:

  • Research, organize and document Business Capabilities based on an assessment of the organization’s people, policies, processes and Information Technology (IT) infrastructure
  • Develop Business process flow analysis and process redesign along with the Program Team
  • Produce a detailed functional documentation aligned to client’s capabilities/requirements/expectations
  • Assist with the development of technical specification for custom solution development and systems integration requirements
  • Provide current best practice and 3rd Party solution alternatives as part of the business analysis document
  • Leads Client Engagements in regards to documenting/developing business activities, capabilities, processes and policy
  • Participate in training design, documentation and delivery efforts in concert with the Program Manager
  • Participate and lead, when needed, program meetings with the client
  • Participate in internal projects as required
  • Performs other activities as required

Preferred Skills/Experience

Ideal candidate must be self-motivated with a proven track record in Business Enterprise Analysis and comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding client base. Candidate must be organized and analytical, adept at working in a team environment, able to design and implement a project schedule, and able to handle multiple priorities.

WORK EXPERIENCE REQUIREMENTS

  • 4 years of experience working in Business Enterprise Analysis activities to include requirements development, requirements management, Concept of Operations Development, Capabilities assessment, Business Process Modeling, Policy development, etc.
  • Strong presentation and communication skills; excellent writing skills; technical writing experience a plus
  • Good knowledge and understanding of Business Enterprise Architecture (BEA)
  • Ability to understand and develop business capabilities/requirements and convert them into solution designs
  • Knowledge in web-based system’s architecture, service-based architecture, enterprise application architecture as well as experience managing expectations when balancing alternatives against business and financial constraints
  • Must demonstrate good judgment and pragmatic approach to delivering solutions that optimizes architecture activities across client needs, business constraints and technological realities

EDUCATION REQUIREMENTS

  • High School Diploma
  • Bachelor’s Degree in Information Technology, Information Management, Computer Science and/or equivalent experience (6 years direct experience in Lieu of Bachelors);

LOCATION

Suitland, MD

Federal Services Sales Representative

HumanTouch LLC is looking for a highly-motivated leader to drive business and develop lasting relationships.   As a fast-growing IT company, HumanTouch LLC wants a HUNTER who will be proactively reaching out, scheduling meetings, and capturing opportunities.  Do you fit that description?

As a Federal Sales Representative - Defense, you will be responsible for capturing a portfolio of products, solutions and services business.  Specifically, you are responsible for the identification of, positioning for and capture of transactional sales, flywheel contracts and contract vehicles.  In addition, you will be responsible for market strategic planning, relationship management, call planning, sales calls, opportunity identification, capture planning, positioning, proposal development and oral presentations.  You will work with in-house program and technical resources for the related solution development, staff planning and proposal pricing. 

Experience Requirements

·         10+ years of information technology or mission focused expertise in the Government sector

·         5+ years of proven business development experience in the Federal government that includes

·         Proven market penetration experience

·         In hand Rolodex of relationships

·         Hands on experience of successfully using standard capture lifecycle best practices to win work

·         Proven experience capturing a portfolio of Federal Health contracts

·         A thorough understanding of Federal Bids, related terms and conditions and pricing mechanisms

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

 Education/Certification Requirements

·         4 year STEM based degree, Advanced degree a plus

Director – Business Development: Health Markets

HumanTouch, LLC is looking for a strong communicator with IT fluency that can solve complex problems and offer solutions.  A person who will take pride in growing their book of business, excel at building lasting relationships, and look forward to being part of a team dedicated to supporting the IT needs of individuals committed to the health and safety of your loved ones. Are you that person?

The Director of Business Development: Health Markets, will be responsible for capturing a portfolio of products, solutions and services business.  Specifically, you are responsible for the identification of, positioning for and capture of health market transactional sales, flywheel contracts and contract vehicles.  Our Directors are responsible for health market strategic planning, relationship management, call planning, sales calls, opportunity identification, capture planning, positioning, proposal development and oral presentations.  You will work with in-house program and technical resources for the related solution development, staff planning and proposal pricing. 

 WORK EXPERIENCE REQUIREMENTS

·         10+ years of information technology or mission focused expertise in the Government sector

·         5+ years of proven business development experience in the Federal government that includes

o   Proven market penetration experience

o   In hand Rolodex of relationships

o   Hands on experience of successfully using standard capture life-cycle best practices to win work

o   Proven experience capturing a portfolio of Federal Health contracts

o   A thorough understanding of Federal Bids, related terms and conditions and pricing mechanisms

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

EDUCATION REQUIREMENTS

·         4 year STEM based degree, Advanced degree a plus

Director – Business Development

Do you have a vast book of business just waiting for a better solution to their problem?  Want to be part of a business aggressively looking for growth opportunities?  HumanTouch, LLC is looking for a dynamic go-getter eager to bring new relationships to the table.

The Director of Business Development, will be responsible for capturing a portfolio of products, solutions and services business.  Specifically, you are responsible for the identification of, positioning for and capture of transactional sales, flywheel contracts and contract vehicles.  You will be our face to the client and the client’s voice to our team.  Our Directors are responsible for market strategic planning, relationship management, call planning, sales calls, opportunity identification, capture planning, positioning, proposal development and oral presentations.  You will also work with in-house program and technical resources for the related solution development, staff planning and proposal pricing to ensure maximum success. 

 WORK EXPERIENCE REQUIREMENTS

·         10+ years of information technology or mission focused expertise in the Government sector

·         5+ years of proven business development experience in the Federal government that includes

o   Proven market penetration experience

o   In hand Rolodex of relationships

o   Hands on experience of successfully using standard capture lifecycle best practices to win work

o   Proven experience capturing a portfolio of Federal Health contracts

o   A thorough understanding of Federal Bids, related terms and conditions and pricing mechanisms

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

 EDUCATION REQUIREMENTS

·         4 year STEM based degree, Advanced degree a plus

Director – Business Development: DISA

HumanTouch, LLC is seeking a dynamic, ambitious and committed individual dedicated to providing safe, secure, and highly functional information infrastructures to our nation’s elite defense agency.  To maximize our growth efforts, we are looking for a highly effective communicator to bridge the gap between services, products and clients.  If you are someone who is dedicated, ambitious and enjoys technology and people; then we are looking for you to help grow our services footprint.  You must enjoy seeking new market initiatives, and finding solutions to complex IT problems and enjoy guiding clients thru the maze of choices. 

The Director of Business Development: DISA, will be responsible for capturing a portfolio of products, solutions and services business.  Specifically, you are responsible for the identification of, positioning for and capture of transactional sales, flywheel contracts and contract vehicles. You will be our face to the client and the client’s voice to our team. Our Directors are responsible for strategic planning, relationship management, call planning, sales calls, opportunity identification, capture planning, positioning, proposal development and oral presentations.  You will work with in-house program and technical resources for the related solution development, staff planning and proposal pricing for maximum success. 

 WORK EXPERIENCE REQUIREMENTS

·         10+ years of information technology or mission focused expertise in the Government sector

·         5+ years of proven business development experience in the Federal government that includes

o   Proven market penetration experience

o   In hand Rolodex of relationships

o   Hands on experience of successfully using standard capture lifecycle best practices to win work

o   Proven experience capturing a portfolio of Federal Health contracts

o   A thorough understanding of Federal Bids, related terms and conditions and pricing mechanisms

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

EDUCATION REQUIREMENTS

·         4 year STEM based degree, Advanced degree a plus