IT Support Analyst III

IT Support Analyst III

We are continuously sourcing for talent while we await anticipated job openings. Candidates who apply to this role understand we may not have an immediate opening and wish to be considered for future opportunities. This is a remote position.

This is a remote position.

Ad Hoc is a digital services company that helps the federal government better serve people. Our teams use modern, agile methods to meet the needs of our users while closing the gap between consumer expectations and government.

Work on things that matter

Our teams connect Veterans with services designed for their needs, help millions of people access affordable health care, and support important programs like Head Start. As we work with agencies to deliver critical services, we're also changing how the government thinks about and uses technology.

Built for a remote life

Ad Hoc is remote-first and remote-always. We've designed our culture, communications, and tools to support a nationwide team. Being remote allows Ad Hoc to bring the best people onto our teams and give them the freedom to create a work environment that fits their lives. Maybe you need to adjust your schedule to care for your family or take a bike ride. At Ad Hoc, that's welcomed.

Committed to high expectations and a welcoming culture

Ad Hoc values acceptance, accountability, and humility. We aren't heroes. We leave our egos at the door to learn from our mistakes and improve the process for the next time. We build small, inclusive teams to bring the best of consumer technology to the problems of government.

The Federal Health business unit covers our work with the Centers for Medicare & Medicaid Services, including HealthCare.gov, and Medicare.gov. Our team supports Federal Heath in building and improving online public experiences and APIs that are reliable, accessible, and user-centered. We help millions of people enroll in healthcare and access Medicare and Medicaid benefits, and we help Federal Health improve the quality of Medicare and Medicaid services for beneficiaries and clinicians. This position is with the Support Information Technology and Data Innovation (ITDI) office for an ARPA-H Task Order.

Primary Responsibilities:

In this role, you will serve as an emerging individual contributor within a team, expanding your leadership, guidance and mentoring skills. With the support and guidance of leadership, you will be responsible for managing IT administration activities, supporting the IT experience for team members, and ensuring adherence to organizational processes and policies. You will interact with stakeholders and utilize influential skills to drive improvements and consensus in support of meeting business objectives. Primary expectations of an IT Support Analyst III include:

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  Demonstrates knowledge of how IT processes enable employee productivity

  
  
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  Employs a consultative and proactive approach to understanding requirements, designing effective processes, and identifying opportunities for improvement

  
  
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  Applies hands-on experience supporting formal documentation and policies and is effective at translating complex technical terms for a wide variety of audiences

  
  
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  Assists in leading internal efforts to share lessons learned and promote continuous improvement

  
  
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  Provides escalation assistance to Helpdesk and IT Support Specialists with issues surrounding software and programs and acts on IT requests

  
  
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  Provides training and guidance to team members as needed

  
  
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  Manages and supports licensing of third-party tools inclusive of audits

  
  
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  Manages, supports and implements all areas of mobile device management and remote control reporting and monitoring from tools including Addigy and Connectwise

  
  
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  Implements, manages and supports areas of enterprise IT Infrastructure

  
  
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  Implements, manages and supports Group policy for security in MDM and Google Workplace

  
  
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  Serves as a mentor to the IT Support Specialist and provide guidance on more complicated issues

  
  
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  Manages Security rights for Google Workplace and helps implement best practices based on NIST 800-171 and ISO 27000 controls

  
  
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  Helps maintain and update processes and procedures for areas around ISO 20000, and 27000 controls and certifications; attends awareness training

  
  
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  Creates and maintains Standard Operating Procedures for support staff to follow

  
  
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  Helps manage relationships between third-party vendors and application vendors

  
  
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  Manages and maintains IT assets and antivirus solutions for the company

  
  
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  Maintains expert level support to cloud server environments, network security, directory services, disaster and recovery solutions, internet of things, and ability to adapt and learn other new technology as required

  
  
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  Other duties as assigned (examples: IT projects, ISO documentation, etc.)

  
  

Basic Qualifications:

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  Associate's or Bachelor's, 5+ years of experience

  
  
• Prior ARPA-H, DARPA, or other ARPA-like contracting experience is required
• Experience providing help desk support to clients, including resolving system issues and escalating trouble tickets is required

To learn more about working at Ad Hoc, please visit: https://adhocteam.us/join/

Benefits:

• Company-subsidized Health, Dental, and Vision Insurance
• Use What You Need Vacation Policy
• 401K with employer match
• Paid parental leave after one year of service

Ad Hoc LLC is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, sexual orientation, gender identity or expression, religion, age, pregnancy, disability, work-related injury, covered veteran status, political ideology, marital status, or any other factor that the law protects from employment discrimination.

In support of theColorado Equal Pay Transparency Act, and others like it across the country, Ad Hoc job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility. The range of starting pay for this role is $90,000 - $110,000 Our recruiters will be happy to answer any questions you may have, and we look forward to learning more about your salary requirements.

job reference: ITSUP001728