Project Manager

Job Responsibilities:

• Receive instructions, guidance, and direction from the Government Task Manager (GTM), attend meetings and conference calls as necessary.
• Proficient in applying, customer service and customer support principles and methods: systems installed in customer organizations; training methods; problem resolution databases; and troubleshooting and data analysis methods.
• Proficient in the remote installation of primary and peripheral computer software and hardware.
• Proficient in troubleshooting and resolving problems on, desktop computers, laptop computers and/or applications or software for customers.
• Proficient in remote chat service delivery and knowledge of the capabilities and limitations of equipment configuration, operating systems, utility programs, software applications.
• Knowledge of business operations as related to service desk environment and systems.
• Technical skills to provide oversight and workload management for IT SERVICE DESK assigned Contractor resources.
• Attend training, technical, procedural and security as requested by the IRS. Specialist may be required to temporarily change their TOD to attend training.
• Participate in working sessions through IRS communication/ meeting tools or any online group collaborative tools available.
• Activities involved in developing and maintaining: policies, plans, procedures, processes, schedules, guidance material, standards
• Providing feedback relating to knowledge articles and processes in the IRS asset management systems
  

Job Requirements:

• 3-5 years’ related experience in help desk operations or similar experience.
• 2 years’ experience providing tier 1 and 2 level support or similar experience.
• 2 years’ experience operating and managing incident management tools, specifically Service Now and eGain, or similar experience.
• 2 years’ experience of remote work including but not limited to installs, configurations, upgrades, troubleshooting or similar experience.
• Proficiency of laptop and desktop computers and Operating Systems and hardware technologies and strong customer service skills, both orally and written.