IT Quality Control Specialist

Agile Defense; Virginia (MN); On-site; USD 65,000 - 90,000; Full time

Job summary

Agile Defense in Quantico, VA, seeks an IT Quality Control Specialist to apply formal QC processes to review existing IT operations and drive improvements. This role requires DoD-level readiness and strong collaboration with cross-functional teams in a secure environment.

The specialist will collect ITSM data, analyze performance against surveillance plans, and document root causes with actionable recommendations to enhance service quality and reliability.

Qualifications

• Minimum of three years in IT quality assurance or ITSM environment.
• Strong written and verbal communication.
• Ability to follow policies and procedures.
• Clear speaking voice and ability to respond clearly to questions.
• Aptitude to address negative situations and resolve them positively.
• Experience with SharePoint and BMC Remedy.

Responsibilities

• Support and document an established Quality Control process using the PDCA cycle.
• Document quality levels to be achieved and how they will be measured.
• Collect data from the ITSM system and end users for ITSM processes.
• Review and analyze data, comparing to expected quality levels.
• Identify differences, root causes, and actions to improve processes.
• Provide engineering support for Quality Assurance Reviews.

Skills

IT quality assurance

Communication

Policy compliance

Problem solving

Tools

SharePoint

BMC Remedy

Job description

IT Quality Control Specialist

Location: Quantico, VA | Clearance Level: Secret, Must Have Clearance to Start | Requisition #: 1644

DoD 8570 IAM I Level Certification Required (CAP, CND, Cloud+, GSLC, Security+CE, HCISPP) and ITIL v3 Foundations or higher.

The Candidate will provide administrative and analytical support services related to computer networks and/or telecommunications, using Quality Control (QC) processes to review existing performance, recommend process improvements, and identify and reduce disruptions to services.

Responsibilities

• Support and document an established Quality Control process using the Deming cycle (PDCA), focusing on identifying root causes or deficiencies in service operations.
• Document specific quality levels to be achieved and how those objectives will be measured based upon established Government service level requirements.
• Collect data from the ITSM system and end users for ITSM processes including Incident Management, Event, Service Request, and Knowledge Management.
• Review and analyze collected data, comparing it to expected quality levels listed in the Surveillance Plan.
• Determine differences between expected and achieved levels, identify root causes, and recommend actions to improve the reviewed process.
• Provide engineering support for scheduled Quality Assurance Reviews to verify service quality meets performance requirements.

Qualifications

• At least three years of demonstrated experience in IT quality assurance and/or managing in an IT service management environment.
• Good communication and interpersonal skills.
• Ability to follow policies and procedures.
• Clear speaking voice and ability to respond clearly to questions.
• Aptitude to address negative situations and resolve them positively.
• Proficiency in Knowledge Management tools (e.g., SharePoint) and trouble ticket management tools (e.g., BMC Remedy).

Physical and Work Environment Requirements

• General office environment; work is mostly sedentary, may require standing and walking up to 10% of the time.
• Contractor site with 0–10% travel possible.
• Possible off‑hours work to support releases and outages.
• Maximum lifting 10 lbs; occasional lift/carry of small articles.
• Occasionally required to stand, walk, sit, talk, hear, use hand and finger dexterity, climb, balance, bend, stoop, kneel, or crawl.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities