Tech Support Specialists for USPTO IT Support

Management Applications, Inc.; Alexandria (VA); On-site; USD 50,000 - 80,000; Full time

Job summary

A leading IT solutions provider is seeking Tech Support Specialists for a long-term contract with the US Patent and Trademark Office (USPTO). Candidates must possess excellent communication skills, experience in providing technical support for microcomputer hardware and networks, and proficiency in project management tools like Microsoft Project and SharePoint. Positions include various levels of support, with responsibilities ranging from assisting users to providing supervisory support. Interested candidates should submit a concise resume along with their minimum salary requirements.

Qualifications

• Must possess experience supporting microcomputer hardware and networks.
• Experience mentoring and training less experienced staff is valued.
• Ability to establish a professional rapport with customers.

Responsibilities

• Provide technical support for microcomputer hardware and networks.
• Assist in planning and organization both technically and administratively.
• Perform supervisory duties as needed.

Skills

Excellent written and verbal communication skills

Experience providing technical support

Administrative and project management skills

Ability to explain technical matters to non-technical people

Tools

Microsoft Project Professional

Microsoft SharePoint

Job description

Tech Support Specialists for USPTO IT Support

Management Applications, Inc., a leading provider of Network Management, Design and Implementation is seeking Tech Support Specialists for a long-term contract with the US Patent and Trademark Office (USPTO).

The mission of the United States Patent and Trademark Office (USPTO) is to promote industrial and technical progress and to strengthen the national economy through the administration of laws and regulations related to United States patents and trademarks. USPTO conducts its mission by examining patent and trademark applications, issuing patents and registering trademarks, disseminating patent and trademark information to the public, and encouraging a domestic and international climate in which intellectual property can flourish. The agency is comprised of two major components – the patent organization and the trademark organization. The organizations are supported by business units comprised of engineers, scientists, attorneys, analysts and computer specialists and have a combined workforce that exceeds twelve thousand (12,000) Federal employees and approximately two hundred fifty (250) regional employees.

Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work). Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person’s perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests of the USPTO and convince others by making valid and relevant points in a professional manner. Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.

Personnel must possess administrative and project management skills. The USPTO uses Microsoft Project Professional for all project management needs and Microsoft SharePoint for documentation version control and repository needs. Staff should be skilled with these tools to electronically update project plans and upload documents to our EMS.

Technical Support Specialist

Experience providing technical support for microcomputer hardware, networks, and office automation software in-person or via the telephone, as appropriate.

Senior Technical Support Specialist

Experience providing advanced technical and configuration support for microcomputer hardware, networks, and office automation for a large user community in-person or via the telephone, as appropriate. Experience providing analysis and recommendations for information technology requirements.

Principal Technical Support Specialist

Experience providing advanced technical and configuration support for microcomputer hardware, networks, and office automation for large user community in-person or via the telephone, as appropriate. Experience providing analysis and recommendations for information technology requirements. Performs in a supervisory capacity as needed. Assists in mentoring and training less experienced staff.

Staff Technical Support Specialist

Experience providing expert technical and configuration support for microcomputer hardware, networks, and office automation for large user community in-person or via the telephone, as appropriate. Experience providing analysis and recommendations for information technology requirements. Assists in planning and organization both technically and administratively. Performs in a management capacity as needed.

Areas of IT Support for the USPTO:

• 1. Desktop Deployments and Moves
• 2. Desktop Field Support
• 3. Warehouse Operations Support
• 5. Technical Writing / Document Development
• 6. Test & Evaluation Hardware Support
• 7. Security Operations & Enterprise Monitoring
• 8. Release Control Branch Support
• 9. Network Operations & Maintenance
• 10. Network Cabling
• 11. Collaboration Services and Support
• 12. Authorization & Assessment (A&A)
• 13. Remote Site End User Support
• 14. Electronic Business Center Support
• 15. Future Requirements

Job Application Instructions

To be considered for these positions please submit a clear and concise resume (2 pages max.) as well as your minimum salary requirements. We will NOT consider your application without the REQUIRED minimum salary requirements.