Empower AI

Support Engineer

• Manage and enhance IT service desk operations.
• Ensure timely resolution of technical issues with a customer-centric service culture.
• Lead a team of support professionals and drive continuous improvement.
• Oversee queue management and escalation management.
• Support vulnerability mitigation for end users.

Advanced Technical Support Lead

Medical Reviewer

• Perform Medicare comprehensive medical record and claims review to make payment determinations for Diagnosis Related Group (DRG) claims.
• Perform projects or duties as assigned as a Medical Review Specialist.
• Conduct in-depth claims analysis utilizing ICD-10-CM, CPT-4, and HCPCS Level II coding principles.
• Utilize electronic health information imaging and input medical review decisions by electronic database module.
• Utilize internet and intranet sources for policy verification.
• Utilize Microsoft Office suite and other software templates as associated source input for claims review.
• Make clinical judgment decisions based on clinical experience when applicable.
• Responsible for review of Medicare DRG claims.
• Meeting quality and production standards.
• Ensuring departmental compliance with quality managements system and ISO requirements.

Medical Reviewer III – Medicare/DRG

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Medical Reviewer III – Medicare/DME

Analyst

• Develop, maintain, update, and implement configuration items (CIs), control configuration baselines
• Performing Operational activities as defined by CfM policies and procedures
• Fulfilling CfM service requests as assigned
• Mentoring the organization on CfM services, concepts, policies, and procedures
• Overseeing the design, coding, and testing of reports as needed
• Collecting and reporting on metrics as required
• Performing CfM audits as directed
• Identifying service improvement opportunities
• Mentoring and helping direct configuration management specialists

Configuration Management Analyst

Engineer

• Provide support for Hardware, Software and Operating systems for GSA customers
• Maintain and manage Active Directory Group Policies for Windows (11) desktop operating systems
• Maintain and manage Active Directory Group Policies for applications such as Microsoft Office, Edge, Google Chrome
• Evaluate and apply Security Hardening guide Group Policies to Windows workstations
• Investigate Application, browser and OS issues that stem from GPO settings
• Manage MBAM (Microsoft BitLocker Administration and Monitoring) hard drive encryption for all GSA Win10 and Win11 PCs
• Contributes to the development of sections of systems engineering documentation
• Provide Tier 3 support to ITSD/DSS/ATS (IT Support) for Hardware/Software/Configuration issues

Windows Engineer

• Implementation and management of virtualization products and systems
• Monitor Hyper-Converged Infrastructure (HCI) environment.
• Manage and maintain legacy HCI
• Function as Level / Tier III support
• Prepares and presents written and oral reports
• Develops advanced concepts of automation and information processing
• Escalate issues to vendor and third-party entities
• Works within engineering teams and engages with experts across all technology competencies

Virtualization Engineer

Network Engineer

• Manage LAN infrastructures to include access points (WAPs), wireless LAN controllers, and integrations into Software Defined Access (SDA) infrastructures.
• Oversee and implement switch provisioning (configuration) and implementation across multiple sites, including coordinating cutover logistics and change management.
• Establish network monitoring for newly installed and replaced equipment.
• Support and operate Software-Defined Wide Area Networks (SD-WAN) sites.
• Support and maintain network equipment and configuration (routers and routing).
• Utilize and implement network orchestration tools and techniques to facilitate automated and consistent configurations, management, testing, deployment, and operations of physical and virtual devices within the network.
• Manage status, errors, and inbound and outbound traffic statistics of all routing interfaces, bandwidth utilization, and errors of all inbound and outbound LAN/WAN circuits.
• Provides consulting services to members of the professional staff and to the customer in the analysis and design of data processing systems, management systems, scientific systems, and other related areas.
• Makes technical decisions on kinds of data to be gathered and methods to be used in data collection and analysis.

Wireless Network Administrator

Director

• Support the design, administration, management, execution & maintenance of GSA’s Identity & Directory Management Services (IDMS)
• Manage Identity, Credential, and Access Management (ICAM) solutions
• Conduct directory services management, ICAM, privileged account management, and Single Sign-On (SSO)
• Handle Active Directory (AD), Domain Name System (DNS) services, Public Key Infrastructure (PKI), and Multi-Factor Authentication (MFA)
• Perform auditing and log management, manage appliances
• Hands-on experience with cloud computing services (O365/Microsoft Azure/AWS)
• Engage in network architecture
• Utilize PowerShell, Java, and .NET scripting
• Understand Zero Trust concepts
• Communicate effectively with customers over phone, email, or ticketing system
• Provide on-call rotation support on a routine basis

Identity and Directory Management Services Engineer

• Support a legacy architecture (i.e., server/host, Storage Area Network (SAN), switch) and be able to simultaneously convert and support existing and future Hyper-Converged Infrastructure (HCI) architecture.
• Manage and maintain legacy backup, SAN to tape, and HCI while providing technical expertise to migrate workloads from on-premises to cloud architecture.
• Monitor Storage System operations and verify systems availability.
• Interact with network engineers and systems engineers to proactively facilitate integration of storage array systems into enterprise ICT infrastructure.
• Perform tasks related to storage provisioning and host integration.
• Function as Level / Tier III support for analyzing, troubleshooting, and implementing solutions related to storage technical problems.
• Function as a technical resource in storage system support for storage service continuity solution implementation and provide efficient data recovery capability in case of disaster.
• Actively involve with third parties engaged in Storage infrastructure projects to ensure acceptable quality of service delivery and, prevent information security incidents.
• Perform the functions of systems backup and recovery administrator, and data replication process owner.
• Implement data storage management guidelines, policies, standards, procedures, and other documentations for DPKO and DFS field missions.
• Responsible for keeping track of existing storage usage and making recommendation for growth.
• Provide necessary training and support missions in storage management, backup and restore operation, as required.

Storage and Backup Engineer

• Manage, Engineer and lead all VPN activities within the environment.
• Establish network monitoring for newly installed and replaced equipment.
• Support and operate Software-Defined Wide Area Networks (SD-WAN) sites.
• Support and maintain network equipment and configuration (routers and routing).
• Utilize and implement network orchestration tools and techniques to facilitate automated and consistent configurations, management, testing, deployment, and operations of physical and virtual devices within the network.
• Manage status, errors, and inbound and outbound traffic statistics of all routing interfaces, bandwidth utilization, and errors of all inbound and outbound LAN/WAN circuits.
• Provides consulting services to members of the professional staff and to the customer in the analysis and design of data processing systems, management systems, scientific systems, and other related areas.
• Provides technical direction, guidance, and assistance to assigned projects, suggesting efficient approaches and methods for solving problems.
• Analyzes, diagnoses, and recommends solutions to complex problems.
• Escalate issues to vendor and third-party entities, as necessary and directed by the Government.
• Generates / updates network documentation in coordination with the onsite installation resources.
• Ability to establish and maintain effective working relationships with associates and client personnel at all levels.
• Produce knowledge base articles and SOPs.

Network Administrator – VPN

• Lead engineer for IPv6 implementation
• Collaborate with vendors and stakeholders to provide IPv6 solutions and resolve issues
• Manage LAN infrastructures including access points (WAPs) and integrations into Software Defined Access (SDA)
• Oversee and implement switch provisioning (configuration) across multiple sites
• Establish network monitoring for newly installed equipment
• Support and operate Software-Defined Wide Area Networks (SD-WAN) sites
• Provide consulting services in the analysis and design of data processing systems
• Develop analytical and computational techniques for problem solution
• Provision and configure switches and routers
• Generate / update network documentation

Customer Support

• Provide IT services that appropriately respond to the time-sensitive needs of customers
• Provide prompt referrals and escalations to an appropriate IT support service option
• Support to users of GSA’s internal infrastructure as well as applications and systems owned by various GSA Service and Staff Offices
• Ticket processing and resolution management, which includes detailed and clear documentation of the problems and the actions taken to resolve them
• Provide technical assistance to computer users by answering questions to resolve computer problems for the end user
• Provide personal computer support problem analysis, and hardware/software installation and configuration
• Coordinate fix actions with other teams, document fix actions and train junior technicians on the Advanced Technical Support team

Computer User Support Specialist

• Provide IT services to respond to time-sensitive needs of customers
• Provide technical support through phone, email, and instant message remotely
• Perform ticket processing and resolution management
• Conduct problem analysis, and hardware/software installation and configuration
• Maintain an audit trail and statistical records of problems and conditions reported
• Collaborate with other teams to identify and drive solutions

Senior Computer User Support Specialist

Business Analyst

• Provide technical assistance to computer users
• Answer questions or resolve computer problems for clients
• Perform a variety of clerical and administrative duties pertaining to remote assistance
• Reply to trouble tickets to resolve user problems
• Provide expert technical assistance through phone, email, and instant message

Journeyman Business Process Analyst

• Provide IT services to meet the time-sensitive needs of customers including VIPs and executives
• Perform ticket processing and resolution management with detailed documentation
• Provide technical assistance through phone, email, and instant message remotely to users
• Respond to trouble tickets to resolve user problems and open trouble tickets to track and resolve issues
• Provide application support and software installation/configuration
• Monitor team productivity and quality, providing individual feedback