IT Support Analyst

Position: Assistive Technology Support Specialist

Location: Windsor Mill (onsite)

Client: Leidos, Inc/CMS-ECIS

Duration: Contract

Assistive Technology Support Specialist:

Job Description

The Assistive Technology Support Specialist will provide on-site support for the Assistive Technology Center (ATC) and remote support for assistive technology customers. Assist users with unique desktop accessibility requirements in finding accessible solutions, acquire and install approved tools, and assists with assistive technology testing. Provide hands-on try-outs and training to users with disabilities for deaf, hard of hearing, or mobility, visual, or cognitively disabled. Provide remote and desktop support including equipment setup and configuration and training.

Primary Responsibilities :

Under the direction of the Product Manager, and Test Engineering Lead, you will be responsible, to include, but not limited to:

• Interact with the Centers for Medicare & Medicaid Services (CMS) Reasonable Accommodations Program team to provide technical recommendations and ensure the quality of software applications or products that support users with disabilities.
• Troubleshoot and assist customers with inquiries related to Centers for Medicare & Medicaid Services (CMS) assistive technology software and systems.
• Conduct research, analyze information and data, and present findings in a clear and concise format.
• Serve as a Point of contact and escalation for assistive technology software related issues.
• Provide on-site support for the Assistive Technology Center (ATC) and remote support for assistive technology customers.
• Acquire and install approved tools and assists with assistive technology testing.
• Perform regression testing on assistive technology software and hardware for build and/or image changes that will be implemented in the environment.
• Execute service requests to implement new software and hardware, replacements, upgrades, retrieval, etc.
• Provide introductory training on the setup/connection/safe use of the assistive technology.
• Conduct troubleshooting efforts of assistive technology with various system models, track issues/defects and resolution, and when necessary, conduct team-by-team handoffs, provide status tracking throughout the day, and daily status reporting.
• Coordinate the interaction with the application vendor and technical teams to ensure proper resources are in place to provide effective support during installs or troubleshooting sessions.
• All candidates supporting the CMS programs must have lived in the United States at least three (3) out of the last five (5) years prior in order to be considered.

Basic Qualifications:

• Bachelor’s degree or equivalent experience.
• 2 years of relevant IT experience or related computer business experience or Masters with less than 2 years of prior relevant experience.
• Excellent communication verbally and in writing (clear, concise, accurate) and interpersonal skills.
• Excellent customer service skills.
• Solid knowledge of Windows operating system and MAC/iOS systems.
• Experience troubleshooting, OS configuration, and the installation of hardware and software.
• Good organizational skills required to track and resolve a variety of issues in a timely manner.
• Detail-oriented and able to work quickly and accurately under tight deadlines.
• Experience providing support to end users, troubleshooting hardware/software issues, and installing PC and peripheral equipment.
• Excellent software troubleshooting skills.
• Experience with troubleshooting and debugging.

Preferred Qualifications:

• Technical Certifications such as CompTIA A , Security , Network
• Knowledgeable and/or familiar with assistive technologies and hardware such as JAWS, NVDA, Dragon Naturally Speaking, Kurzweil 1000 & 3000, Juliet 120 double-sided braille embosser, Varidesk.
• Experience working with employees with disabilities.
• Proficient in Windows operating systems currently supported by Microsoft and knowledge of Microsoft Services: Active Directory and Group Policy management
• Working knowledge of MS Windows and network communication concepts.
• Experience or familiarity with Agile methodology.
• Knowledge of systems including Windows, and virtual environment (Citrix, VMware, AWS, OpenStack).
• Experience and solid knowledge of scripting languages such as Perl, Python, PowerShell, VBScript.
• Solid knowledge of PowerShell.

Job Types: Full-time, Contract

Pay: $38.00 - $40.00 per hour

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Windsor Mill, MD 21244: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Required)
• Windows: 1 year (Required)

Work Location: One location

Salary : $38 - $40