Teams at cFocus Software Incorporated

Manage enterprise helpdesk operations supporting EEOC headquarters and field offices. Lead ITIL service-management processes, staffing, ticket quality, escalations, reporting, service-level performance, contingency planning, knowledge management, equipment accountability, security-incident coordination, personnel development, customer meetings, and service improvements. The role requires onsite federal support in Washington, DC, Public Trust eligibility, emergency or weekend coverage, and occasional travel.

Administer and support EEOC enterprise systems across Azure, Active Directory, Microsoft 365, Windows, networks, applications, and mobile devices. Perform advanced incident troubleshooting, root-cause analysis, software deployment, patching, automation, migration support, system hardening, vulnerability remediation, backup and recovery. Document incidents, coordinate with technical teams and vendors, and maintain compliance with ITIL, NIST, security, privacy, and USGCB requirements. This is an onsite Washington, DC role requiring Public Trust eligibility.

Leads business process analysis, workflow assessments, stakeholder workshops, and requirements management for EEOC enterprise IT and FOIA systems. Translates business needs into actionable technical requirements, develops process models and documentation, evaluates applications, identifies inefficiencies, and recommends modernization, automation, integration, and service improvements. Supports FOIA case management system implementation, testing, maintenance, reporting, records management, and continuous improvement while coordinating with agency stakeholders, technical teams, and government management.