Support Engineer

• Lead and manage a multidisciplinary courseware team
• Oversee project performance, including cost, quality, and schedule reporting
• Translate contractual Statements of Work (SOW)
• Maintain integrated internal/external schedules
• Track and mitigate Risks, Issues, and Opportunities (RIO)
• Manage supplier relationships
• Drive continuous improvement of processes and tools
• Provide workforce leadership
• Prepare and deliver executive-level briefings

Support Engineering Manager

• Serve as Tier 1 / Tier 2 support for users of our Enterprise Cloud Solutions products via phone, IM, and email during East Coast business hours
• Handle routine service requests including password resets, permissions/access requests, and account provisioning
• Troubleshoot and resolve issues with AWS Workspaces, including connectivity, performance, and configuration problems
• Escalate and track complex incidents using the team's ticketing system
• Assist users with identity and access management (IAM) issues, including cloud role permissions, IDAM, authentication and SSO problems
• Support VPN-related inquiries and connectivity issues (i.e. AppGate) for remote end-users
• Perform initial cloud networking diagnostics and assist with escalations
• Document recurring issues and contribute to the internal knowledge base to reduce repeat ticket volume
• Collaborate with senior cloud engineers and operations staff to resolve complex incidents
• Participate in team standups and contribute to continuous improvement of support processes

Cloud Support Engineer

• Manage clinical applications and supporting infrastructure
• Assist in capturing capability needs
• Collaborate with cross-functional teams
• Support requirements testing
• Communicate with team members and clients

Associate Technical Analyst

• Providing Tier 1 through Tier 3 help desk support for both internal CMS users and external State Medicaid Agency (SMA) users of the MESH platform, including triage, troubleshooting, escalation, and resolution
• Receiving, logging, and managing support tickets in CMS ServiceNow and Jira, ensuring complete and accurate documentation of issues, root cause, and resolution steps
• Diagnosing functional and technical issues across the Salesforce-based MESH platform, integrations (T-MSIS, MBES/MacFin, Microsoft 365, CMS DataConnect), and supporting CMS enterprise tools (IDM/Okta, EUA, GitHub, Box)
• Walking users through configuration, navigation, submission workflows, and report features; producing clear written and verbal guidance suited to varying levels of technical familiarity
• Monitoring system status, alerts, and tickets during after-hours and extended-hours coverage windows that span all U.S. continental time zones, Alaska, Hawaii-Aleutian, Guam, CNMI, American Samoa, Puerto Rico, and the U.S. Virgin Islands
• Following documented Service Level Agreements (SLAs) for response and resolution, including expedited handling of priority incidents that affect production stability, user access, or critical workflows
• Coordinating with development, QA, security, and DevOps teams to escalate complex issues, capture diagnostic information, and validate fixes prior to closure
• Supporting scheduled maintenance windows that fall outside standard Eastern-time business hours and communicating planned outages and changes to affected users
• Maintaining and improving the MESH knowledge base, including FAQs, Quick Reference Guides (QRGs), troubleshooting articles, and policy/process guidance, in accordance with CMS approval workflows
• Identifying recurring issues and trends from ticket data and recommending automation, process, or training improvements to reduce ticket volume and improve user satisfaction
• Supporting onboarding of new users, including walk-throughs of access provisioning, MESH navigation, and submission/reporting workflows; conducting training sessions and producing 508-compliant training materials
• Producing weekly, monthly, and quarterly metrics on ticket volume, response and resolution times, user satisfaction, and trends for inclusion in CMS operational reports
• Ensuring all support interactions and ticket data handling align with CMS privacy, data retention, accessibility (Section 508), and security requirements, including audit trails for all actions

Technical Support Analyst

• Provide support of hardware and software solutions deployed in clerical, clinical, and work-from-home environments
• Assist staff with the installation, relocation, configuration, and ongoing functionality of desktop computers, peripheral equipment, and software within established standards and guidelines
• Computer imaging and hardware troubleshooting of both laptop and desktop computers along with a thorough understanding of Microsoft operating systems and accompanying software
• Maintain inventory levels and facilitate and track shipments of IT equipment to end users
• Act as liaison between IT and Branch Sites/Offices for various IT and Operational projects and evolutions
• Monitor and complete all support and project-related tasks and activities
• Enter, monitor, and complete all entries in the Support Desk tracking system
• Interact with Subject Matter Experts (SMEs) from other IT teams to resolve user issues
• Utilize industry best practices to maintain appropriate level of LAN/WAN and computer systems security as established
• Identify and work with Cyber Team support staff to rectify any noted deficiencies

IT Field Support Technician

• Provide overall leadership for technical support, user engagement, and program operations
• Manage execution of Data Use Agreements (DUAs), Privacy Board activities, and user engagement tasks
• Oversee program reporting, PRA clearance activities, and SORN development and coordination
• Ensure timely delivery of monthly program performance reports
• Coordinate cross‑functional teams supporting user engagement, training, and outreach

Program Manager – Technical Support, User Engagement

• Manage daily project activities supporting DUAs, Privacy Board operations, and user support
• Coordinate preparation of meeting materials, training content, and user communications
• Track schedules, deliverables, and service metrics
• Support development and maintenance of public‑facing documentation and training materials

Project Manager – Technical Support, User Engagement

• Oversee contract execution for Technical Support and User Engagement services
• Lead contract execution across user engagement, DUA management, and support activities
• Oversee stakeholder engagement, governance activities, and compliance tracking
• Coordinate contract activities with federal stakeholders and program leadership
• Ensure contract performance aligns with scope, schedule, and quality requirements

Contract Lead – Technical Support, User Engagement

• Troubleshooting FIIX application and software for all internal customers.
• Provide assistance with training of user personnel in understanding and fulfilling their individual responsibilities in the implementation and operation of new or revised systems.
• Coordinate installation and maintenance of packaged computer software products.
• Interface databases to perform database queries and produce reports.
• Design, delivery, and improvement of in-house and third party software applications.
• Consult with users to identify current operating procedures and to clarify program objectives.
• Create requirement, design, user and test specification documentation

Technical Analyst

• Act as the primary point of contact for our external facing teams.
• Investigate "stuck" orders or inventory sync issues.
• Learn to perform "Customer Change Requests" (CCRs).
• Translate customer frustrations into clear reports for engineers.
• Participate in the Weekly Operational Health Sync.

Technical Support Liaison

• Provide inventory support to directorates for approximately 9,000 items within DPAS
• Ensure all accountable IT items are accepted on another EC account prior to release (approximately 3–6 times daily)
• Dispose of all packing and waste material in accordance with applicable guidance (approximately 4–6 pallets per month)
• Dispose of all hardware and software products using processes and checklists that comply with applicable Government policies
• Conduct an annual 100% inventory and a monthly inventory of 10% of all trackable assets in accordance with applicable policies and laws
• Account for all Government Furnished Equipment (GFE) provided to the workforce in accordance with the inventory reporting requirements described herein
• Ensure proper accountability for all GFE transitioning within the IT support areas of operation
• Other duties as assigned.

IT Asset Support Technician

• Provide critical sales account support for HM Insurance Groups' Stop Loss Business Unit
• Facilitate the seamless implementation and ongoing administration of group accounts
• Assist the sales team by managing complex, stop loss sales cycle tasks
• Act as a primary point of contact for resolving issues related to RFP intake, underwriting, account implementation, and ongoing group account service
• Contribute to and manage small to medium projects within their assigned area

Senior Account Support Analyst

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• Resolve merchant technical issues in a high-volume call center support environment by diagnosing hardware, software, web portal, peripheral, and network-related concerns over the phone.
• Guide merchants through device activation, setup, configuration, and feature usage based on business needs and supported Clover workflows.
• Troubleshoot point-of-sale transactions, payment processing issues, and system errors by reviewing symptoms, configurations, and available diagnostic information.
• Use remote diagnostic tools, support systems, and internal resources to identify root causes and complete or coordinate issue resolution.
• Document support interactions, troubleshooting steps, resolutions, and follow-up actions in ticketing or customer relationship management systems.
• Partner with internal teams to escalate and track multi-issue cases, provide status updates, and support timely case closure.
• Contribute to process and knowledge improvements by identifying recurring issues and supporting updates to reference materials and support documentation.

Technical Support Specialist

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution
• Perform in-depth data analysis and root-cause investigations to troubleshoot system and production issues
• Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance
• Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput
• Perform smoke testing and post-release validation to confirm data integrity and system stability
• Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation
• Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent
• Support and validate configuration syncs (e.g., Redgate) from baseline to upper environments (source-to-target)
• Analyze, validate, and reconcile interface outputs, extract files, reports, and database feeds
• Validate X12 EDI transactions (e.g., 834, 837, 835, 820, 999/277) for structure, content, and processing outcomes

Advisor Technical Analyst – MMIS, Medicaid Pharmacy

• Develop, maintain, and optimize complex SQL queries, views, and stored procedures to support analysis, configuration validation, reporting, and defect resolution.
• Perform in‑depth data analysis and root ‑ cause investigations to troubleshoot system and production issues.
• Use SQL to extract, analyze, reconcile, and validate data across environments to support solutioning, testing, and quality assurance.
• Support performance tuning activities by analyzing queries, batch jobs, execution plans, and system throughput.
• Perform smoke testing and post‑release validation to confirm data integrity and system stability.
• Coordinate with data conversion teams to support migration planning, data loads, reconciliation, and validation.
• Validate converted and migrated data to ensure accuracy, completeness, and alignment with business and policy intent.
• Support System Integration Testing (SIT), User Acceptance Testing (UAT), parallel testing, and performance testing by validating data and system behavior.

Principal Technical Analyst – MMIS, Medicaid Pharmacy

• Work closely and build relationships with the rest of the Tenable team, including Sales, Customer Advocacy, Research & Development, and Operations
• Troubleshoot, analyze and address customer technical inquiries and ensure timely problem resolution
• Use remote troubleshooting techniques to troubleshoot and correct issues
• Analyzing vulnerability scan results, system audits, and log events
• Help customers understand vulnerability scan results, system audits, and/or log events and provide clear, concise, and actionable information to quickly resolve issues
• Recreate customer software issues in a lab environment for engineering assessment
• Ensure customer feedback is properly captured and channeled into Product Management and Research & Development
• Maintain in-depth knowledge of Tenable products and information security best-practices
• Create and publish solution knowledge for re-use by customers and Tenable employees
• Continually review personal performance metrics to ensure goals are consistently met
• May perform other duties and responsibilities that management may deem necessary from time to time
• Opportunities for career advancement within Technical Support as well as other organizations within Tenable

Technical Support Engineer

• Supports GSC Executive Leadership Team with internal reporting, metrics and process improvement initiatives such as exploring and developing new technologies to meet Global Supply Chain business needs.
• Supports business analysts and developers on project teams across different business areas as they document their technical requirements and establish thorough specifications.
• Conducts facilitation sessions to gather requirements and builds logical models.
• Collaborates with subject matter experts and technical data owners on creating solutions.
• Reviews and reports on project metrics to benchmark effectiveness, closely partnering with database administrators and developers to ensure business models are accurately implemented within application systems.
• Prepares project execution plans, identifying appropriate technical and business resources required for the team, and ensures projects are completed on schedule, within budget, and meeting technical requirements of the assignment.
• Defines, designs, and implements continuous improvement programs that ensure vertical and horizontal integration across the organization.

Staff Information Systems Technical Analyst

• Support technical aspects of the application product life cycle
• Collaborate with customers and technical teams to capture capability needs
• Ensure compliance with required standards and obtain necessary approvals throughout project lifecycle
• Analyze market trends for competitive insights

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
• Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
• Participate in occasional after hours technical support, as required.
• Perform system imaging, device configuration, equipment replacements, and workstation setup.
• Assist with IT projects as assigned, including hardware refreshes or software deployments.
• Help maintain accurate IT equipment inventory, including tracking and documentation.
• Accurately document incidents, resolutions, and follow up actions in the ticketing system.
• Assist in maintaining and improving Aspire’s IT support procedures and documentation.
• Follow established IT policies, standards, and best practices at all times.
• Maintain a high level of professionalism and deliver excellent customer service in all interactions.
• Build and maintain positive relationships with end users and IT team members.
• Work both independently and collaboratively to address on site and remote support needs effectively.

See all jobs on JobTailor

Support Engineering Manager

Cloud Support Engineer

Associate Technical Analyst

Technical Support Analyst

IT Field Support Technician

Program Manager – Technical Support, User Engagement

Project Manager – Technical Support, User Engagement

Contract Lead – Technical Support, User Engagement

Technical Analyst

Technical Support Liaison

IT Asset Support Technician

Senior Account Support Analyst

Systems and Support Analyst, Financial Aid

Technical Support Specialist

Advisor Technical Analyst – MMIS, Medicaid Pharmacy

Principal Technical Analyst – MMIS, Medicaid Pharmacy

Technical Support Engineer

Staff Information Systems Technical Analyst

Associate Technical Analyst

Technical Support Agent