OVERVIEW

DRT Strategies delivers expert management consulting and information technology (IT) solutions to large federal agencies, the U.S. Navy, 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 Food and Drug Administration (FDA) Human Foods Program (HFP) requires business operations, project management and business analysis support for various Division of Information Technology Management Staff (DITM)/Office of Information Management and Technology (OIMT) managed projects and operational activities. DITM is responsible for the Advanced & Scientific computing program, HFP Information Technology Liaison (CITL) Services, FSMA initiatives and oversight over the center’s IT regulatory PMO and Governance processes. Support is required to ensure management of these programs are seamless and align to center-wide goals.

JOB SUMMARY:

This role requires a dedicated on-site IT support professional at the FDA facility in College Park, MD, five days a week. The successful candidate will provide comprehensive Tier 1 technical support, serving as a primary point of contact for the HFP customer base. Key responsibilities include managing a high volume of HPSM tickets (approximately 300 per month), providing technical lead support by effectively routing issues, and assisting with various administrative tasks. The position also involves extensive data entry for tracking assets and inventory, as well as the preparation and maintenance of communications and documentation, including SOPs and user guides. Strong communication and interpersonal skills are essential for both technical support and direct interaction with federal employees. The role also provides support for IT projects, including pilot testing and stakeholder communication.

Responsibilities:

• Provide Tier 1 support to shared mailbox.
• 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.
• Assist program manager with preparation and compilation of work plans and release schedules.
• Support requirement prioritization task efforts with stakeholders and senior leadership.
• Assist with documenting Standard Operating Procedures and User Guides.
• Support administration of HSPM 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.
• Provide subject matter expertise and systems analyst support for solutions to IT projects.

Require Experience:

• 5-8 years of demonstrated experience with ticketing systems, equipment management, and help desk/inbox support is required.
• This role will provide direct support to FDA – demonstrated experience in supporting federal employees is desired.
• Excellent communication skills and interpersonal skills.

Preferred Experience:

• N/A

Education & Training:

• Bachelor’s degree in a related field.

Salary Range:

• Salary commensurate with experience.

• Provide Tier 1 support to shared mailbox.
• 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.
• Assist program manager with preparation and compilation of work plans and release schedules.
• Support requirement prioritization task efforts with stakeholders and senior leadership.
• Assist with documenting Standard Operating Procedures and User Guides.
• Support administration of HSPM 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.
• Provide subject matter expertise and systems analyst support for solutions to IT projects