Help Desk Specialist- Software Licensing Support

Description

Responsibilities:

• Analyze and resolve risks and issues from software requests, software licensing, product lifecycle following TSA guidelines

• Manage delivery of desktop software to end users’ computers following the TSA policy and guidelines, software licensing terms and conditions, product lifecycles, Alternative of Analysis, costs, applicable policies, tools, and industry best practices

• Develop, implement, and maintain software licensing critical success factors and key performance indicators to include license usage, software request activities, and licensing lifecycle

• Ensure desktop software deployments are compliant with licensing entitlements and TSA policy in accordance with TSA MD 1400.3 TSA Information Security Policy, TSA Management Directive No. 1400.14, Software Management, TSA Information Assurance Handbook, and other authorities. Manage the removal of unauthorized and non-compliant desktop software

• Plan and facilitate desktop software deployment projects ensuing timely completion and effective communication

• Create and maintain accurate records and support activities associated with the desktop software provisioning, projects, and reporting 

• Maintain SAM standard operating procedures and knowledge base that includes timely communication, documentation, and accurate record keeping. Evaluate, recommend, and implement improvements

• Maintain a complete and accurate inventory of desktop software licenses and maintenance for premium software

• Conduct Analysis of Alternatives where potential to increase efficiency or cost savings could be realized without reducing TSA’s current capabilities 

• Analyze and reengineer business processes and methodologies for desktop software deployments and license management 

• Train SAM personnel on new and improved SAM business processes

• Develop and disseminate information on software issues or trends ensuring technical jargon such as security and compatibility software evaluation results, licensing terms, and TSA IT policies are easily understood

• Develop and maintain Business Intelligence Analytics and Dashboarding that align key indicators to desktop software provisioning activities and projects

• Support other software license management activities as required 

Qualifications

Requirements:

• Must have Project Management experience

• Must have Service Now or Remedy experience

• Must have MS Teams experience

• Must have Intermediate to Advanced knowledge of Excel, Power Point, SharePoint and other MS Office suite applications 

• Must have an advanced knowledge of types of Software Licenses and provisioning processes 

• Must possess excellent written and verbal skills 

• Must be able to manage time independently 

• Must have experience with coaching or training end users on how to use Software or Applications 

• Must have the ability to work as part of a team

• Must possess excellent understanding of Software and Software Provisioning Processes

• Must understand timelines and be able to manage tasks and assess risks

• Must be intermediate to advance in Agile

• Must possess excellent ability to write processes, Standard Operating Procedures and Job Aids

EEO Employer

RELI Group is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

HUBZone

RELI Group is an established SBA certified HUBZone and 8(a) small business.  We encourage all candidates who live in a HUBZone to apply.  You can check to see if you address is located in a HUBZone by accessing the SBA HUBZone Map.