<p>Highlights:</p> <ul> <li>This position supports an exciting mission with FBI's CJIS where the candidate will have the opportunity to learn from some of the best in industry and gain skills & expertise that are widely applicable. </li><li>Mix of Government and contract staff from different companies. </li><li>Dynamic team and opportunity to perform high-visibility work while learning from some of the best in the industry. </li><li>Manage IT infrastructure for one of the largest organizations in the world. </li></ul> <p>Tasks:</p> <ul> <li>Responsible for creating, producing, and maintaining ticketing system reports and metrics reports. </li><li>Responsible for providing reports on a scheduled basis as well as an ad-hoc basis. </li><li>Will be responsible for creating and maintaining new Service Level Agreements. </li><li>Identify gaps in workflow processes and present plausible solutions to government management/leads/staff. </li><li>Analyze and assess customer service requests and provide prompt technical solutions. </li><li>Prepare and submit progress, status and ad hoc reports to management and team leads, as required. </li><li>Utilize trouble-ticketing software for opening/updating/closing tickets in a timely and appropriate manner. </li><li>Identify and document areas for process improvements. </li><li>Contact and effectively communicate with users by telephone, electronic communications, or in person. </li></ul> <p>Required Qualifications:</p> <ul> <li>Education: Bachelor's Degree </li><li>Experience: 8 years of overall experience </li></ul> <p>Position Type Shift Information:</p> <ul> <li>Day Shift 8:00am-4:30pm </li></ul> <p>US Citizenship: US citizenship required</p> <p>Clearance: Current Top Secret with SCI Eligibility</p> <p>Location: Northern Virginia</p> <p>Ideal Innovations, Inc. is an Equal Opportunity Employer:</p> <p>All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.</p> <p>Ideal Innovations, Inc. is a VEVRAA Federal Contractor.</p>