Careers

The Product Support Specialist serves as the first line (Tier 1) of customer support to our clients, who contact us by telephone, email, and in person. You will diagnose, prioritize, and resolve problems in our software, and enter incident and service requests into our incident tracking system. You will work with other departments to resolve client incidents and service requests by following established processes.

 

The successful candidate is customer-focused, communicates clearly, and establishes and maintains effective working relationships with clients, coworkers, and peers. Your analytical skills help you to quickly assess problems, identify trends in recurring issues, and clearly and concisely report your findings.

 

Duties and Responsibilities

• Answer questions, evaluate and prioritize telephone, voicemail, e-mail, and in-person requests for assistance.

• Report results, follow the issue escalation process, and dispatch issues to the proper channels.

• Analyze and evaluate reported problems systematically, and recommend solutions to users.

• Monitor corporate servers and applications to ensure high availability.

• Communicate and escalate server-related alerts.

• Create and update internal system documentation.

• Other duties and special projects as assigned. You can multitask and stay organized on your projects.

 

Qualifications

• Confidence -- you will need to assist clients directly, quickly, and efficiently.

• Creative thinking and problem-solving.

• Attention to detail.

• Excellent communication skills, especially in explaining technical concepts. 

• Strong work ethic, and a willingness to work the hours necessary to meet deadlines.

• Flexible schedule -- you are prepared to work weekends as needed.

 

Education Requirements

One or more of the following:

• Associate's degree in computer information technology or related area

• Bachelor's degree in computer science, computer engineering, or a related degree from an accredited institution

• Equivalent combination of education and experience

 

Job Experience Requirements

A minimum of 2 years' experience in IT help desk or support.

 

Language and Communication Skills Requirements

You easily read and understand instructions, correspondence, and memos. You write clear and concise entries in issue tracking systems. You communicate clearly, and establish and maintain effective working relationships with clients and other teams (software development, project management, quality assurance, professional services).

 

Computer Skills Requirements

• Proven competency in Microsoft Windows environments.

• Familiar with network topology.

• Understand relational databases (we use Microsoft SQL Server).

 

Other Skills Requirements

• Excellent written and spoken English.

• Strong problem-solving skills

• Advanced organizational skills

• Multitasking abilities

• Business process familiarity

• Knowledge of business processes in law enforcement agencies is a plus

 

Physical Demands

Standing -- Carrying up to 25 lbs

Sitting -- Up to 8 hours a day

Walking -- Minimal

Repetitive motion -- Telephone use, keyboard activity, reaching, grasping

Air travel -- Up to 25%

Driving -- Up to 25%

Lifting -- Carrying up to 25 lbs

Percentage of time lifting -- Minimal

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Principals only. Recruiters, please don't contact this job poster.

The Product Manager requests information from project participants, processes a variety of inputs and outputs (submittals and change orders, material procedures, scheduling, quality control), manages subcontractors, schedules development processes, estimates the duration of tasks, performs cost/resource loading, documents projects, schedules updates, and performs what-if analyses. 

 

The successful candidate possesses a keen understanding of project management fundamentals, displays strong analytical and statistical skills, and demonstrates proficiency in Microsoft applications such as Word, Excel, Project, and PowerPoint. 

 

Duties and Responsibilities

• Define the scope of a project in collaboration with senior management.

• Determine the resources (time, money, equipment, etc.) required to complete a project.

• Develop a schedule for completing a project that effectively allocates resources to activities.

• Develop project management plans and forms that document project activities. Set up files to ensure that all project information is appropriately documented and secured.

• Review project schedules with senior management and internal teams, and revise as needed to achieve milestones.

• Establish a communication schedule for informing stakeholders, including internal teams, on project progress.

• Work with the PMO director to recruit and acquire staff and/or volunteers with the skills needed to complete a project.

• Manage project staff and/or volunteers according to established policies and procedures.

• Execute projects according to project plans.

• Monitor project progress, and adjust as necessary to ensure successful completion.

• Write project status reports for management and stakeholders.

• Manage project funds according to established accounting policies and procedures.

• Ensure that project deliverables are delivered on time, within budget, and at the required level of quality.

• Evaluate the outcomes of a project as established during planning.

 

Qualifications

• Confidence -- you will need to assist clients directly, quickly, and efficiently.

• Creative thinking and problem-solving.

• Attention to detail.

• Excellent communication skills. 

 

The following requirements are representative of the knowledge, skill, and/or abilities that are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

 

Education Requirements​

Bachelor's degree or equivalent in job experience

 

Job Experience Requirements

A minimum of 3 years' experience in project management

 

Language and Communication Skills Requirements

You easily read and understand instructions, correspondence, and memos. You write clear, concise, and detailed project management plans and test case scenarios. You can develop training curricula and documentation. You establish and maintain effective working relationships with clients and other teams (software development, engineering).

 

Computer Skills Requirements

• Proven competency in Microsoft Project, Excel, and Word.

• Strong knowledge of SQL relational databases.

• Proficient in developing training materials for applications.

• Ability to conduct formal and informal training on applications.

 

Other Skills Requirements

• Excellent written and spoken English

• Strong problem-solving skills

• Advanced organizational skills

• Multitasking abilities

• Experience with the project management life cycle and PMBOK processes

• Business process familiarity

​​

Certificates, Licenses, Registration Requirements​

PMP preferred

 

Physical Demands

Standing -- Carrying up to 25 lbs

Sitting -- Up to 8 hours a day

Walking -- Minimal

Repetitive motion -- Telephone use, keyboard activity, reaching, grasping

Air travel -- Up to 25%

Driving -- Up to 25%

Lifting -- Carrying up to 25 lbs

Percentage of time lifting -- Minimal

​

​Principals only. Recruiters, please don't contact this job poster.