https://JOBS.RESOLUTION-TECH.COM/ en-us IT Service Desk Specialist Career Opportunity
Our client who is a well-respected government agency is seeking an experienced IT Support Specialist. This role will provide technical support to internal agency users in person, over the phone, and via remote tools. The right candidate for this role will be highly skilled in troubleshooting, incident resolution, documentation, and possess a track record of providing exceptional customer service and satisfaction.

IT Service Desk Specialist Role and Responsibilities

• Serves as the primary escalation point for incoming queries and technical issues.
• Manages and/or assigns projects and tasks toother team members as appropriate.
• Advises, collaborates, and assists business units with system enhancements and modifications.
• Provides technical assistance and support for incoming queries and technical issues related to systems, networking, phone system, audio/visual equipment, computer software (e.g., Windows 10, Microsoft Office, various browsers), hardware, etc.
• Effectively provides user support over the phone, in person, and via remote tools.
• Responds to user requests promptly, demonstrating courtesy and respect for customers to ensure complete problem resolution and satisfaction through appropriate follow-up.
• Assists users with information security and privacy questions; provides directions for the correct action.
• Supports telecommunication devices and services; assists users on various vendor wireless networks and telephony.
• Distributes and reviews user equipment required; updates inventory asset management systems with assigned equipment; ensures equipment is clean, up-to-date, and operational.
• Provides installation and assistance for laptops, desktops, printers, scanners, cell phones, air cards, landlines, networks, and other assigned peripherals.
• Troubleshoots end-user problems; troubleshoots desktop and network printing problems for various vendor printing devices.
• May be asked to train users on IT hardware and software (e.g., laptops, printers, login, email, etc.)
• Creates user support documentation and instructions.
• Multi-task, prioritize problems, and manage time to ensure the timely resolution of incidents.
• This individual will work in a team environment, is responsible for IT support and Telcom tickets, and demonstrates an ability to communicate with agency personnel beyond providing and receiving instructions.
• Desktop Technician will provide day-to-day local remote desktop support, receive inbound calls, answer questions, troubleshoot, and document steps performed to resolve challenges with hardware, software, and application issues in a ticketing system.
• Providing fault analysis to customers core operating systems and platforms, providing support, and applying desktop fault resolution for the approved application suite.

IT Service Desk Specialist Required Skills and Experience

• Minimum of 2-3 years of IT technical support.
• Strong knowledge and experience installing, configuring, replacing, and supporting network infrastructure equipment, including servers, workstations (Windows/Mac), switches, routers, cabling, VoIP systems, etc.
• Technical expertise should include Windows 10/11, MS Office 365, Active Directory, SCCM, utilization of GPOs, Enterprise anti-virus solutions, Helpdesk ticketing systems, and Azure.
• Proficiency with imaging laptop computers 20h2,21h2, Microsoft Office 2010, Cisco network, and other authorized desktop applications.
• Knowledge and proficiency in Mobile device management, including IOS and Android devices operating systems Enterprise encryption solutions, Windows PC/laptop management via Active Directory, and related software.
• Willing to work off-hours and weekends when required for projects or emergency support.
• Experience installing, configuring, and supporting network printers and audio/visual equipment.
• Effective use of ticketing systems to tracked document incidents (ServiceNow and Salesforce is strongly preferred).
• Highly detailed and process-oriented with advanced troubleshooting, incident resolution, and documentation skills.
• Strong team leadership, time management, and coaching and mentoring skills.
• Excellent customer service and communications kills are a must.
• Punctual and able to work onsite daily

#RT
#DICEJOBS]]> Tue, 03 Mar 2026 00:00:00 EST 0 Technical Project Manager
Technical Project Manager Position Summary

This role is primarily onsite.

The Technical Project Manager (TPM) is responsible for planning, coordinating, and delivering technical projects on time, within scope, and within budget. This role serves as the bridge between internal technical teams and client stakeholders to ensure clear communication, strong execution, and high customer satisfaction.
The TPM will manage multiple concurrent projects such as infrastructure upgrades, Microsoft 365 migrations, security initiatives, onboarding/offboarding, network changes, and other managed service deliverables.
In addition to project delivery, the TPM will support pre-sales efforts for new clients and help identify adjacent service opportunities during project execution. This includes participating in discovery calls, assisting with scoping and Statements of Work (SOWs), and partnering with sales and technical leadership to ensure smooth handoffs from sales to delivery. The TPM plays a key role in driving consistent project execution while supporting client growth through proactive planning and solution alignment.

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Technical Project Manager Key Responsibilities
Project Planning & Delivery

• Lead end-to-end delivery of technical projects from kickoff through closeout
• Define project scope, timeline, milestones, risks, and dependencies
• Develop and maintain project plans, schedules, and status reporting
• Ensure tasks are assigned, tracked, and completed by technical resources
• Coordinate project execution across engineering, service desk, and vendors

Client Communication & Stakeholder Management

• Serve as the primary point of contact for project communication
• Run client kickoff meetings, recurring project check-ins, and closeout meetings
• Provide clear updates on progress, risks, changes, and next steps
• Set expectations and proactively manage scope changes
• Maintain a professional, confident, and customer-first presence

Technical Coordination

• Translate business needs into technical requirements and workstreams
• Partner with engineers to validate design, approach, and implementation steps
• Coordinate change windows, downtime, and user communications
• Ensure documentation is captured for support handoff and operational readiness

Risk, Issue, and Change Management

• Identify and escalate risks early
• Track issues to resolution and ensure accountability across teams
• Manage project changes through clear documentation and approval
• Ensure lessons learned are captured and applied to future work

Operational Excellence

• Maintain accurate project notes, documentation, and artifacts
• Track project financials (time, materials, vendor costs) where applicable
• Support internal process improvement, templates, and repeatable playbooks
• Align delivery to company standards and client SLAs

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Required Qualifications

• 3+ years of project management experience in IT, MSP, or technical services
• Strong working knowledge of Microsoft 365, networking, and endpoint management
• Proven ability to manage multiple projects simultaneously
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to lead meetings, drive accountability, and manage client expectations

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Technical Project Manager Preferred Qualifications

• MSP experience strongly preferred
• Experience with tools such as ConnectWise Manage, Autotask, Jira, Monday.com, Asana, or Smartsheet
• Familiarity with Microsoft Intune, Entra ID, Defender, and modern security concepts
• Experience coordinating vendors (ISP, copier/printer, cabling, security systems, etc.)
• PMP, CAPM, ITIL, or similar certifications a plus

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Core Competencies

• Execution and follow-through
• Client-first mindset
• Clear communication and professionalism
• Ability to simplify complex technical topics
• Strong prioritization and time management
• Calm under pressure; solution-oriented
• Team coordination and accountability

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Success Measures (KPIs)

• Projects delivered on time and within scope
• Client satisfaction and clear communication
• Reduced escalations due to proactive planning
• Accurate documentation and smooth handoffs to Tech 1 and Escalation team
• Improved consistency and predictability in delivery

 ]]> Wed, 18 Feb 2026 00:00:00 EST 0 ServiceNow Administrator Career Opportunity
The Enterprise Tools Administrator will oversee the configuration, administration, and support of our client's portfolio of enterprise tools with a major focus on ServiceNow. This role is crucial in ensuring that these tools are effectively integrated and utilized to enhance productivity and efficiency.

ServiceNow Administrator Key Responsibilities

• Tool Onboarding & Configuration: Configure tools to align with agency standards, security policies, and operational requirements. Collaborate with stakeholders to ensure tools meet business needs.
• Administration & Maintenance: Serve as the primary administrator for enterprise tools, managing user access, permissions, and integrations. Monitor tool performance and usage, ensuring optimal functionality and uptime. Maintain documentation for configurations, processes, and best practices.
• Renewals & Licensing: Track license usage and renewal dates. Coordinate with procurement and vendors to manage renewals. Ensure compliance with licensing agreements and budgetary constraints.
• Support & Training: Provide Tier 2/3 support for enterprise tools, resolving issues and escalating when necessary. Develop and deliver training materials and sessions for end-users. Act as a liaison between users and vendors for troubleshooting and feature requests.
• Reporting & Analytics: Design and deliver reports and dashboards from enterprise applications. Analyze tool usage, performance metrics, and user engagement to inform decision-making. Provide insights and recommendations for tool optimization and adoption strategies.
• Governance & Optimization: Establish governance frameworks for tool usage and data management. Identify opportunities for tool consolidation and process improvement. Stay current with industry trends and recommend enhancements or replacements.
• Current Portfolio of Platforms and Tools: ServiceNow, mavQ Customer Experience Cloud, DocuSign, GitHub, SurveyMonkey, DocuWare, Google Cloud Platform, Amazon Web Services, Gearset, Filevine, OrgChart, Boomi, Flowcode, Canva, Veracode, Own Backup, Apple Developer Platform, Infragistics

ServiceNow Administrator Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 5+ years of experience administering enterprise tools including ServiceNow in a mid-to-large organization including ITSM, ITAM, ITOM, CMDB, etc.
• Strong understanding of SaaS platforms, identity management, and integration protocols (e.g., SSO, API).

ServiceNow Administrator Desired Qualifications

• ServiceNow Administrator Certification
• Excellent problem-solving, communication, and project management skills.
• Ability to work independently and collaboratively across departments.
• Experience with ITIL or other service management frameworks.
• Familiarity with data privacy and security compliance standards.
• Knowledge of scripting or automation tools (e.g., PowerShell, Python).

#RT
#DICEJOBS]]> Fri, 23 Jan 2026 00:00:00 EST 0 AI Automation and Operations IT Leader to spearhead the strategy, development, and integration of artificial intelligence and automation solutions across an organization's IT and business operations to drive efficiency and innovation. This leadership position requires a blend of technical expertise, strategic planning, and people management skills. 
AI Automation and Operations IT Leader Core Responsibilities

• Strategic Planning & Vision: Define and execute a strategic roadmap for AI and automation adoption, aligning initiatives with core business objectives to maximize value and ROI.
• AI/ML Solution Development & Deployment: Oversee the design, development, and seamless integration of AI models, machine learning algorithms, and intelligent automation solutions into existing enterprise systems and workflows (e.g., RPA, GenAI, AIOps).
• IT Operations Optimization (AIOps): Implement AI for IT operations (AIOps) to automate incident response, improve system reliability, optimize performance, and enhance security operations through predictive analytics and anomaly detection.
• Team Leadership & Mentorship: Build, lead, and mentor cross-functional teams of AI engineers, data scientists, and automation specialists, fostering a culture of continuous learning and innovation.
• Governance & Compliance: Establish and enforce governance frameworks and policies to ensure ethical AI use, data privacy, security, and compliance with relevant regulations (e.g., HIPAA, GDPR).
• Stakeholder Collaboration & Change Management: Partner with senior leadership and various departments (e.g., Sales, Finance, HR) to identify high-impact automation opportunities, manage change, and ensure successful user adoption of new technologies.
• Vendor & Resource Management: Evaluate, select, and manage relationships with external AI technology vendors and partners, ensuring cost-effective and scalable solutions.
• Performance Monitoring: Define and track Key Performance Indicators (KPIs) to measure the success, efficiency gains, and ROI of AI and automation initiatives, providing data-driven recommendations for improvement. 

AI Automation and Operations IT Leader Key Skills & Qualifications

• Education: A Bachelor's or Master's degree in Computer Science, Information Technology, Data Science, or a related field is typically required.
• Experience: Extensive experience (typically 7-10+ years) in IT infrastructure, operations management, or technology-enabled business transformation, with proven experience in leading AI and automation projects.
• Technical Proficiency: Deep understanding of AI/ML technologies, cloud platforms (AWS, Azure, GCP), programming languages (Python, SQL), and automation tools (RPA platforms like UiPath or Power Automate).
• Leadership: Strong leadership, project management, and communication skills, with the ability to translate complex technical concepts into clear business strategies for non-technical stakeholders.
• Problem-Solving: Excellent analytical and problem-solving skills, with a focus on data-driven decision-making and continuous improvement

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