• Technical Support Analyst

    Job Locations US-DC-Washington DC
    Posted Date 3 weeks ago(6/26/2018 10:44 AM)
    Job ID
    # of Openings
    Information Technology
  • Overview

    Contractor support needed to provide the technical services, operations and maintenance support, user training, user support and related consulting services to maintain SOL’s various IT Application Systems.

    The scope of work is to:

    ·         Provide professional and technical services in direct support of law office functions, support of the investigations and litigation in SOL’s divisions and offices and in the various offices of SOL’s client agencies on an as-needed basis, and in support of the administrative management and financial planning and execution services provided by MALS.

    ·         Provide the necessary operations and maintenance support, technical services support , user training and user support related to the upgrade and maintenance of SOL’s various IT Application Systems, including those systems providing case management, time tracking and other management tracking and reporting, within the SOL Legal Technology Systems (LTS) Initiative. This includes the Matter Management System, Evidence Management Initiative, Asset Management and Reporting, bankruptcy notification database, among others.

    ·         The Contractor shall provide support to the SOL IT Investment Management Program to ensure that investments are managed in accordance with legislative mandates such as the Clinger-Cohen Act of 1996, Office of Management and Budget (OMB) requirements and policy, and industry best practices for IT management. The full range of investment management life cycle activities address the plan, select and control methodology covering IT investments’ viability, cost and schedule performance, risk management, acquisition planning, earned value, and Return on Investment.



    • The Technical Support Analyst will be Tier I support for SOL MMS (Matter Management system) users. These users are on-site and at 26 regional offices. Intake user support requests by phone, in person, and via email. Track requests via shared group mailbox and Agile Tool. Track requests to completion.
    • Support Security Compliance through processing of System Access Request forms for user additions, updates (change of office or title), and deletions. This includes seasonal interns and Honors Attorneys.
    • Schedule/run monthly, quarterly, and annual reports in SQL Reporting Services. Deliver reports to the client.
    • Daily HR separation check. Check the list of HR separations to see if we need any System Access Request forms. Follow up with the SAR forms.
    • LearningLink reporting. System Analyst will be given access to the reporting module in LearningLink (DOL’s internal training system) and will check for compliance for various trainings, including the Information Systems Security and Privacy Awareness Training. Send status updates on a weekly basis or as requested.

    ·         The Technical Support Representative will support Alternatives Analysis (AA) activities for replacement of an existing system at the Office of the Solicitor. The Alternatives Analysis will be supported by other team members who have specific knowledge and experience with the current system, users, policies and procedures, and DOL OCIO requirements.

    • Clearly articulate technical requirements and other information in written documentation.
    • Support IT Investment Management and Capital Planning efforts for investments that the contract manages. Assist in completion of documents for each budget submission (throughout the year) and each Evaluate Review (these are 2x per year). Enter these in DOL’s eCPIC. Training on eCPIC and IT Investment Management to be provided. Project Manager will be in charge of each submission.
    • Communicates well with customer technical staff and management.
    • Follow existing processes and procedures, and propose updates to such. Develop new processes and procedures as necessary.
    • Able to work with supervision, set priorities, and give attention to detail and quality in an Agile environment.
    • Update CA Technologies Rally Tool on a daily basis with all user stories, tasks, and hours.
    • Update the weekly status report on a timely basis, in advance of the weekly meeting held on Thursday afternoons with the client.
    • Demonstrate strong organizational and time-management skills: multitasking, working individually and with a team, having a positive attitude, being self-motivated and reliable, being trustworthy, having strong interpersonal and diplomatic skills, and being able to handle multiple priorities in a professional manner.
    • Be proficient with Microsoft Office, especially Excel, PowerPoint and Word. SharePoint proficiency is a nice-to-have. Will offer training on SharePoint if needed.
    • Update PowerPoint training slides and FAQs. Post to client SharePoint.
    • Provide other support as necessary for the program.



    • Bachelor’s degree, preferably in Computer Science or related field

    Tools and Software Experiance: MS Word, PowerPoint, Excel, SQL Reporting Services.  SharePoint (nice-to-have).

    • Bachelor’s degree
    • There are no specific requirements from the client for education

    0-2 years experiance required 


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