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The So Company is looking for a consultant to join our expanding team that provides content, usability, and development services to federal, state, and local government ‘agencies and private sector organizations. This opportunity is for a disciplined, flexible, and empathic consultant whose primary role will be working as an Tier 1 support help desk analyst. This consultant will help build our practice by helping improve service delivery and respond to users of the VA Platform and design system. As we are a remote team, this consultant must have the ability to work remotely both as an individual and in distributed teams.

About The So Company:

The So Company is a growing services consulting firm headquartered in Brooklyn, New York, with team members spread across multiple states and the District of Columbia. Since 2014, The So Company’s teams have supported federal, state, and local government agencies and private sector organizations on projects that help improve service delivery—for example, improving content and usability on Healthcare.gov for the Centers for Medicare and Medicaid Services, and VA.gov (formerly Vets.gov) for the Department of Veterans Affairs—and on projects that help develop support innovation and organizational change—for example with the United States Navy and the United States Air Force.

Who we’re looking for:

This position is a good fit for someone who is passionate about customer service and support, but also curious and excited about all aspects of creating great user experiences—and who’s eager to grow into a role with more responsibility. While we are looking for team members with outstanding skills as individual contributors, team members in The So Company are not just writers, editors, content strategists, designers, researchers, or software engineers. The right candidate excels in a team with various skill sets and abilities and will often be asked to perform duties outside of their core role. They are able to work in environments that highlight not just their unique skills, but also their problem solving skills and attention to detail. Similarly, team members in The So Company will contribute to internal projects in all areas of the business, including but not limited to sales and business development, marketing, process development, and training development.

Project Role Requirements:

• Managing Tier 1 case issues within a multichannel environment (Slack, Microsoft Teams, Zen hub )
• Manage the processing of incoming Tier 1 issues to the Support Desk via multichannels to ensure courteous, timely and effective resolution of end-user incidents and requests
• Provides support for Platform users by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve technical support issues for end-users of the organization's products and services
• Help VFS (Veteran Facing Service) teams with any issues with VA.gov design system (https://design.va.gov/) and collaboration cycle reviews
• Work with project team to develop daily, weekly and monthly reports (from our systems) and provide results on the productivity to the management team
• Maintains a strong working knowledge of all internal and external systems and software
• Manage your own time and deadlines in a remote, project-based environment while working both independently and on distributed teams

Previous work experience in at least one or more of the following areas:

• Government contracting work
• Remote work, especially work with distributed teams. Experience with agile teams or knowledge of Zen hub, GitHub for support tickets
• Tech support background (1 to 2 years), familiarity researching through GitHub and Confluence documents.
  Required qualifications:
• Language: English
• Familiarity with VA design system, Slack, and Microsoft Teams & Outlook.
• Must be a United States citizen
• Ability to manage multiple communication channels

Preferred qualifications:

• 1-2 Years of Federal IT Help Desk Experience
• Good communication skills in a remote remote working environment
• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness

Salary, benefits, and conditions of employment:

• Job Type: Full-time
• Compensation structure: Salaried
• Benefits:
  • Health Reimbursement Arrangement (HRA)
  • 401(k)
• This is a remote position that requires the candidate to provide basic connectivity and workspace.
• Travel may be required depending on project requirements.
• Position is at-will and begins with a 90-day-probationary period.

Work Authorization:

• United States citizens only.
• Verification of identity, education, prior employment, and references may be required.
• Must be willing and able and may be required to obtain a SECRET security clearance for federal projects. This may involve a background check and interview with a federal investigator.