UX Team Support Specialist

Windsor Mill, MD

Position Description:

Provide technical support to UX team members including resolution of any software and/or hardware issues. Without the use of a script/knowledge base script.

Analyze helpdesk tickets (via Jira or other service platform) and determine appropriate response in a timely manner.

Assist in review and improvement of team processes, including refining current processes to increase effectiveness and ease of use.

Coordinate with internal team around asset management and if needed prepare quotes, catalog inventory, and review defective hardware to determine required actions.

Support and track project requirements of research efforts across the UX team to ensure the delivery of end results.

Meet regularly with project teams to understand current progress/challenges and provide assistance around agency policy, research processes, and best practices that support project goals.

Maintain IT and internal process documentation for disbursement and use across UX team.

Perform independent research and provide recommendations for new and improved software/hardware to enhance team's IT capabilities.

Support ad hoc special projects relating to internal UX team needs.

Learn customer-specific policies and processes.

Key Required Skills:

IT Support

Hardware/Software Troubleshooting

User Research

Requirements Gathering

Special Projects

Inventory Management

Process Improvement

Project Management

Accessibility/508/UX knowledge

Basic Requirements/Qualifications:

Bachelor's degree and 3 Years of relevant work experience OR Master's degree and 1 Years of relevant work experience as a IT Support Specialist or a minimum of 5 years related experience in lieu of a degree.

Minimum of 3 years' experience assisting users with the operation of their computer systems and software applications, including Microsoft Office applications and other specialized software.

Must be able to obtain a Public Trust

Strong analytical and problem-solving skills allowing for individual to identify, analyze, troubleshoot, and respond to complex problems while supporting users accurately and efficiently.

Excellent teamwork and interpersonal skills.

Excellent written and verbal communication.

Required Skills:

Minimum of 3 years' experience testing both hardware and software, ensuring that systems are functioning properly.

Minimum of 3 years' experience utilizing Jira (or similar service platform) to manage and respond to support tickets from users.

Minimum of 2 years' experience supporting special IT projects and managing their end-to-end lifecycle.

Ability to prioritize and complete assignments independently, meet deadlines, and manage multiple changing priorities in a dynamic work environment.

Ability to support multiple projects at the same time, each with their own unique set of requirements and needs.

Ability to be flexible and react appropriately to changing job assignments, work environments, and work locations.

Consistently demonstrates a positive, supportive, and constructive attitude with both internal and external customers as well as peers.

Ability to write technical documentation and plain language documentation dependent on audience.

Self-motivated, task-driven, and able to quickly learn new skills.

Demonstrated understanding of navigating and adapting to unique constraints (i.e. policy, infrastructure)

Desired Skills:

Experience implementing or otherwise managing Jira or similar service platform (ServiceNow, Zendesk, etc.)

Understanding of UX and user research methodologies

Support of UX/user research software and/or tools (Axure, XD, Sketch, Figma, Medallia, Tobii)

Support and troubleshooting of mobile devices (Android, iOS)

Understanding of 508 and accessibility compliance

Previous work experience in federal government

Understanding of agile framework and full life-cycle software development methodologies

Project management certifications (PMP, CAPM, PMI)

Other Certifications (optional, but preferred):

CompTIA,

Project management certifications (PMP, CAPM, PMI)

Education/Work Experience:

Bachelor's degree and 3 Years of relevant work experience OR Master's degree and 1 Years of relevant work experience as a IT Support Specialist or a minimum of 5 years related experience in lieu of a degree.

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Please send/Email resumes:

careers@ommincorp.com