Enterprise Support Services Specialist

RP Professional Services, LLC (RP) is a rapidly growing government consulting firm headquartered in Ashburn, Virginia. We’re an 8(a), Service-Disabled Veteran-Owned Small Business (SDVOSB) that exclusively enables the missions of U.S. Federal agencies through superior mission support and technology integration. Our dedication to our employees and clients is driven by our promise to deliver Excellence, Value, and Flexibility. "People, not just Resources" is more than our motto; it's the foundation on which we are built! At RP, we take pride in who we are and what we deliver.

RP is seeking an Enterprise Support Services Specialist.

Active Facility Access Only

Responsibilities:

• Diagnosing and resolving problems in response to customer reported incidents;
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements;
• Developing and maintaining problem tracking and resolution databases;
• Installing, configuring, troubleshooting, and maintaining customer hardware and software;

• Developing and managing customer service performance requirements;
• Developing customer support policies, procedures, and standards;
• Providing customer training; and/or
• Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Others duties as assigned

Requirements

• Active Facility Access clearance

• IT problem management methods and practices; and
• new and innovative customer support methods and technologies
• Project Management Professional (PMP) certification
• Information Technology Infrastructure Library (ITIL) v 2011 foundational knowledge
• Expertise with the use of Office 365 tools, such as Skype for Business, OneDrive, OneNote, Groups

• Practical experience with Windows 7 and Office 2013 and migration to Windows 10 and Office 2016
• Experience with IT training, Office 365 and desktop applications, remote connectivity tools, HSPD-12 / PIV
• Plan and coordinate customer communications, requirements gathering and customer engagement activities
• the ability to work for any US employer without requiring sponsorship

Preferred Qualifications:

• Experience providing IT customer support preferred

Benefits

• Health Benefits: Medical, Vision, Dental
• 4% retirement match with 100% vesting
• Company paid STD and LTD

• Company paid basic life insurance
• Competitive PTO package

RP Professional Services, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.