The Role
The Program Analyst will support project management tasks, ticket management, customer relations, and communication for IT issues and hardware management.
Summary Generated by Built In
**This position is required to be onsite in College Park, MD, three (3) days a week**
Overview
DRT Strategies delivers expert management consulting and information technology (IT) solutions to large federal agencies, state and local government and commercial clients in health care, technology, and financial services industries.
The three letters of our name, DRT, stand for Driving Resolution Together, which is the core philosophy on which the company was founded. That is, we collaborate with our clients to solve their most pressing challenges - together.
We are problem solvers dedicated to your success, combining Fortune 500 experience with small business responsiveness. We have established a reputation with our clients as a forward-thinking consulting firm with demonstrated success in implementing solutions that lead to meaningful results. Our world-class consultants unite people to work collaboratively to achieve project goals and make vision a reality.
Project Description:
The Program Analyst will assist the administration with HPSM ticket management, Iron Key management, hardware order tracking and delivery; refresh support, customer relations management and outreach, ITC support, SharePoint management of the CITL site, and RQST IT support. Onsite support is required at least 3 days a week. As the demand increases, this may change, and additional onsite support may be required.
Job Summary:
In this position, the Program Analyst will provide project management support to the HFP's CITL leadership.
Responsibilities:
Overview
DRT Strategies delivers expert management consulting and information technology (IT) solutions to large federal agencies, state and local government and commercial clients in health care, technology, and financial services industries.
The three letters of our name, DRT, stand for Driving Resolution Together, which is the core philosophy on which the company was founded. That is, we collaborate with our clients to solve their most pressing challenges - together.
We are problem solvers dedicated to your success, combining Fortune 500 experience with small business responsiveness. We have established a reputation with our clients as a forward-thinking consulting firm with demonstrated success in implementing solutions that lead to meaningful results. Our world-class consultants unite people to work collaboratively to achieve project goals and make vision a reality.
Project Description:
The Program Analyst will assist the administration with HPSM ticket management, Iron Key management, hardware order tracking and delivery; refresh support, customer relations management and outreach, ITC support, SharePoint management of the CITL site, and RQST IT support. Onsite support is required at least 3 days a week. As the demand increases, this may change, and additional onsite support may be required.
Job Summary:
In this position, the Program Analyst will provide project management support to the HFP's CITL leadership.
Responsibilities:
- Provide technical lead support for customer support IT issues for HFP. This would include taking ownership of communication to effectively route all in-coming emails, tickets and calls to the appropriate technical support team to resolve user issues to users' satisfaction.
- Assist with data entry into various spreadsheets and databases for tracking orders, deliveries, and property assets.
- Handle the processing of HPSM tickets (approx. 300/month) in the CITL queue, referring the tickets requiring special handling to the Center CITL lead as needed.
- Assists in the development and maintenance of communications, communication tools, and all-hands messages for our customer base.
- Assists in the dissemination of information to our customer base either by all-hands messages or one-on-one interaction with customers.
- Take minutes and assist at ITC meetings as needed.
- Monitor weekly CCB meetings and takes notes for CITL as needed.
- Monitor agency wide CITL and ITFC meetings and take and provide notes for CITL.
- Provide daily update of CITL tasks accomplished.
- Update CITL-related up to 5 SOPs and job aids.
- Update CITL, APO, and PCOs as appropriate whenever computers are reassigned to new users and ensure laptops are properly barcoded and have a PCO contact label on them
- Assist with deployment and gathering user feedback during pilot testing.
- Track inventory in stockrooms as needed.
- Assist with Computer refresh process and tracking of prior devices
- Provide CITL/PCO's with updated property barcodes for PMIS update and log of barcodes for surplus of old equipment
- Deliver computer equipment and accessories to customers as directed by CITL
- Help manage the CITL's Blackberry/iPhone/Samsung loaner pool.
- Must have or be able to obtain a Public Trust.
- At least two (2) to three (3) years of work experience as a project manager.
- Independently managed a variety of projects with frequent interruptions and shifting priorities to complete work in a timely manner and meet mandatory deadlines.
- General knowledge and experience working with the federal government; especially the Food and Drug Administration (FDA).
- Excellent communication skills with a high level of professionalism
- Detail-orientation and critical thinking skills with a focus on problem-solving
- Ability to manage workload and time efficiently
- Ability to work independently at times and to collaborate as part of a team in a fast-paced environment
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint
- Bachelor's Degree
- This position requires the ability to obtain and maintain a U.S. government Public Trust clearance. Due to contract requirements, candidates must be U.S. citizens or lawful permanent residents (green card holders) to be eligible.
- No agencies, third parties, or Corp-to-Corp submissions.
- $40,000 - $55,000
- Salary commensurate with experience.
Top Skills
Microsoft Office Suite
Sharepoint
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The Company
What We Do
DRT Strategies, Inc. (DRT) is an award-winning technology innovator and leading digital transformation partner to large federal agencies and commercial clients for nearly 20 years. The company is a ServiceNow™ Partner - Specialist, Amazon Web Services (AWS) Consulting Partner, UiPath Partner, SAFe Bronze Partner, Esri Bronze Partner, and holds ISO 9001:2015, ISO/IEC 20000-1:2018, and ISO/IEC 27001:2013 certifications and has achieved CMMI-DEV Level 3. DRT is headquartered in Arlington, Virginia, with offices in Atlanta, Georgia. More information on the company can be found at www.drtstrategies.com.
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