Ignite Now
Washington, Washington DC
SENIOR HELP DESK LEAD Location Washington, DC, DC 20001 US (Primary) Category Information Technology Job Type Full-Time Experienced (Non-Manager) Education Bachelor's Degree Security Clearance Required Secret Job Description Ignite is an ISO 9001:2015 and CMMI Services Level 3 and Development Level 2 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. By design, Ignite is a provider of professional services to customers in educational, federal, and commercial industries and in every action seeks to be the preeminent provider within this business space. The Senior Help Desk Lead is responsible for overseeing day-to-day help desk operations in support of mission-critical government systems. This role manages ticket intake, triage, escalation, and resolution processes while ensuring service levels, performance metrics, and customer satisfaction objectives are met. The Senior Help Desk Lead provides technical and operational leadership to Tier II and Tier III support staff and serves as the primary point of coordination between the help desk, engineering teams, and program leadership. This position is contingent upon contract award. Job Requirements Key Responsibilities Oversee and manage help desk operations, ensuring timely and effective resolution of user issues and service requests. Manage ticket triage, prioritization, escalation, and resolution processes in accordance with established SLAs and procedures. Lead and coordinate Tier II and Tier III support personnel, providing guidance, mentorship, and technical oversight. Monitor help desk performance metrics and trends, producing status reports and SLA compliance reports for program leadership and government stakeholders. Serve as the escalation point for complex or high-priority incidents, coordinating with engineering and cybersecurity teams as needed. Ensure help desk processes align with ITSM best practices and program governance requirements. Support continuous service improvement initiatives to enhance support efficiency and customer experience. Minimum Education and Qualifications -Senior Level Education: Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field Required Experience: Minimum of 10+ years of experience supporting or managing IT service desk operations, including Tier II and Tier III support. Demonstrated experience with IT Service Management (ITSM) tools, ticket metrics, and SLA reporting. Strong leadership, communication, and customer service skills. Experience supporting users in secure or cleared environments. Preferred Experience: HDI Support Center Manager ITIL Foundation or higher Other relevant service management certifications We are equal opportunity/affirmative action employers, committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status, or any other protected characteristic under state or local law. Accommodation Request: If you are a qualified individual with a disability or are a disabled veteran and are unable or limited in your ability to use or access our Careers sites as a result of your disability, you have the right to receive assistance in completing the application process. Please send your request to
SENIOR HELP DESK LEAD Location Washington, DC, DC 20001 US (Primary) Category Information Technology Job Type Full-Time Experienced (Non-Manager) Education Bachelor's Degree Security Clearance Required Secret Job Description Ignite is an ISO 9001:2015 and CMMI Services Level 3 and Development Level 2 certified, Service-Disabled Veteran-Owned Small Business (SDVOSB), headquartered in Huntsville, AL. By design, Ignite is a provider of professional services to customers in educational, federal, and commercial industries and in every action seeks to be the preeminent provider within this business space. The Senior Help Desk Lead is responsible for overseeing day-to-day help desk operations in support of mission-critical government systems. This role manages ticket intake, triage, escalation, and resolution processes while ensuring service levels, performance metrics, and customer satisfaction objectives are met. The Senior Help Desk Lead provides technical and operational leadership to Tier II and Tier III support staff and serves as the primary point of coordination between the help desk, engineering teams, and program leadership. This position is contingent upon contract award. Job Requirements Key Responsibilities Oversee and manage help desk operations, ensuring timely and effective resolution of user issues and service requests. Manage ticket triage, prioritization, escalation, and resolution processes in accordance with established SLAs and procedures. Lead and coordinate Tier II and Tier III support personnel, providing guidance, mentorship, and technical oversight. Monitor help desk performance metrics and trends, producing status reports and SLA compliance reports for program leadership and government stakeholders. Serve as the escalation point for complex or high-priority incidents, coordinating with engineering and cybersecurity teams as needed. Ensure help desk processes align with ITSM best practices and program governance requirements. Support continuous service improvement initiatives to enhance support efficiency and customer experience. Minimum Education and Qualifications -Senior Level Education: Bachelor's degree in Information Technology, Computer Science, Management Information Systems, or a related field Required Experience: Minimum of 10+ years of experience supporting or managing IT service desk operations, including Tier II and Tier III support. Demonstrated experience with IT Service Management (ITSM) tools, ticket metrics, and SLA reporting. Strong leadership, communication, and customer service skills. Experience supporting users in secure or cleared environments. Preferred Experience: HDI Support Center Manager ITIL Foundation or higher Other relevant service management certifications We are equal opportunity/affirmative action employers, committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status, or any other protected characteristic under state or local law. Accommodation Request: If you are a qualified individual with a disability or are a disabled veteran and are unable or limited in your ability to use or access our Careers sites as a result of your disability, you have the right to receive assistance in completing the application process. Please send your request to
InsideHigherEd
Baltimore, Maryland
The Center for Technology in Education in the School of Education at Johns Hopkins University seeks a UX Engineer with a Frontend Focus for a casual on-call position. Reporting to the Program Director for Learning Design and Innovation, this position combines user-centered design expertise with frontend code implementation across multiple web-based educational technology projects. The ideal candidate excels at advanced CSS3 in frontend development, visual design, and translating complex information into intuitive interfaces. The UX Engineer is responsible for the creation, implementation, maintenance, performance, production support and documentation of various departmental and enterprise-wide application systems. This includes but is not limited to the installation, modification, and testing of new and/or upgraded applications (packages or home grown), operating systems, file structures, hardware, communication devices, and productivity tools. Applies analysis techniques and procedures to gather and then translate business requirements into functional/technical specifications and designs. Using functional specifications and designs, produces all or part of the deliverables. Maintains databases and application system code. Specific Duties and Responsibilities Analysis & Requirements Gathering Define moderately complex business/clinical/education problems by meeting with clients to observe and understand current processes and the issues related to those processes. Provide written documentation of findings to share with the client and other IT colleagues. Gather moderately complex system requirements by meeting with clients and researching existing technology to understand the business requirements and possible solutions for new applications. Design & Development Develop detailed tasks and project plans by analyzing project scope and milestones for moderately complex projects in order to ensure product is delivered in a timely fashion according to software lifecycle standards. Write functional/technical specifications by taking the provided moderately complex system requirements and putting them into functional and technical descriptions for use by programmers and business analysts to develop technical solutions. Develop/change data input, files/database structures, data transformation, algorithms, and data output by using appropriate computer language/tools to provide technical solutions for moderately complex application development tasks. Document code and associated processes by adhering to development methodologies, adding code comments and appropriate documentation to various knowledge-based system(s) to simplify code maintenance and to improve support. Testing & Documentation Create and document moderately complex test scenarios using the appropriate testing tools to validate and verify application functionality. Test all changes by using the appropriate moderately complex test scenarios to ensure all delivered solutions work as expected and errors are handled in a meaningful way. Author and maintain documentation by writing audience-appropriate materials to serve as technical and/or end-user references. Implementation & Maintenance Implement changes by adhering to the change management policies and procedures for any given project to communicate to all parties the nature, significance, and risk factors of the solution. Monitor changes and resolve moderately complex problems by responding as they occur, by reviewing all processing and output of the newly implemented solution, and by proactively ensuring the solution works successfully to satisfy the customer requirements and to provide a smooth transition to the new solution. Provide support by triaging and resolving moderately complex issues to ensure prompt, effective service. Other duties as assigned. In addition to the duties described above Apply human-centered design principles and established usability and accessibility standards to design and develop intuitive, responsive, and accessible user experience for all learners. Create wireframes, interactive prototypes, and high-fidelity mockups using industry-standard design tools. Write efficient, maintainable, and scalable frontend code using HTML5, CSS3, and JavaScript. Implement frontend enhancements, including advanced design patterns, animation, microinteractions, and data visualization in web interfaces. Partner with backend developers to integrate frontend interfaces with APIs and services. Minimum Qualifications Bachelor's Degree. Three years of related experience with computer systems and applications. Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula. Preferred Qualifications Knowledge in the assigned application as well as the platform on which it runs. Advanced skills in CSS3 is a must. Demonstrated expertise in HTML5 and JavaScript. Experience in responsive web design and digital accessibility, including WCAG 2.2 (AA and AAA levels), ARIA for interactive widgets, and assistive technology testing. A strong portfolio of work that includes examples of designing and building complex, responsive web applications, and feature both high-fidelity interactive prototypes (e.g., Figma) and links to live, implemented projects or code repositories (e.g., GitHub). Experience with leveraging AI tools to accelerate or enhance UI/UX design and frontend development products and workflows. Technical Skills & Expected Level of Proficiency Agile Methodology - Developing Code Review - Developing Debugging - Developing JIRA - Developing Microservices - Developing Model View Controller - Developing Product Life Cycle Management - Developing Restful AP - Developing Secure Coding - Developing Software Design Patterns - Developing Software Development Life Cycle - Developing Unit Testing - Developing The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs. Classified Title: Developer III Job Posting Title (Working Title): UX Engineer (Center for Technology in Education) Role/Level/Range: ATP/04/PD Starting Salary Range: $32.25 - $56.46 HRLY (Commensurate w/exp.) Employee group: Casual / On Call Schedule: Monday - Friday, 10 - 18 hours per week FLSA Status: Exempt Location: Remote Department name: Center for Technology in Education (CTE) Personnel area: School of Education Total Rewards The referenced base salary range represents the low and high end of Johns Hopkins University's salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: . Education and Experience Equivalency Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job. Applicants Completing Studies Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date. Background Checks The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function. Diversity and Inclusion The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion . Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEO is the Law . click apply for full job details
The Center for Technology in Education in the School of Education at Johns Hopkins University seeks a UX Engineer with a Frontend Focus for a casual on-call position. Reporting to the Program Director for Learning Design and Innovation, this position combines user-centered design expertise with frontend code implementation across multiple web-based educational technology projects. The ideal candidate excels at advanced CSS3 in frontend development, visual design, and translating complex information into intuitive interfaces. The UX Engineer is responsible for the creation, implementation, maintenance, performance, production support and documentation of various departmental and enterprise-wide application systems. This includes but is not limited to the installation, modification, and testing of new and/or upgraded applications (packages or home grown), operating systems, file structures, hardware, communication devices, and productivity tools. Applies analysis techniques and procedures to gather and then translate business requirements into functional/technical specifications and designs. Using functional specifications and designs, produces all or part of the deliverables. Maintains databases and application system code. Specific Duties and Responsibilities Analysis & Requirements Gathering Define moderately complex business/clinical/education problems by meeting with clients to observe and understand current processes and the issues related to those processes. Provide written documentation of findings to share with the client and other IT colleagues. Gather moderately complex system requirements by meeting with clients and researching existing technology to understand the business requirements and possible solutions for new applications. Design & Development Develop detailed tasks and project plans by analyzing project scope and milestones for moderately complex projects in order to ensure product is delivered in a timely fashion according to software lifecycle standards. Write functional/technical specifications by taking the provided moderately complex system requirements and putting them into functional and technical descriptions for use by programmers and business analysts to develop technical solutions. Develop/change data input, files/database structures, data transformation, algorithms, and data output by using appropriate computer language/tools to provide technical solutions for moderately complex application development tasks. Document code and associated processes by adhering to development methodologies, adding code comments and appropriate documentation to various knowledge-based system(s) to simplify code maintenance and to improve support. Testing & Documentation Create and document moderately complex test scenarios using the appropriate testing tools to validate and verify application functionality. Test all changes by using the appropriate moderately complex test scenarios to ensure all delivered solutions work as expected and errors are handled in a meaningful way. Author and maintain documentation by writing audience-appropriate materials to serve as technical and/or end-user references. Implementation & Maintenance Implement changes by adhering to the change management policies and procedures for any given project to communicate to all parties the nature, significance, and risk factors of the solution. Monitor changes and resolve moderately complex problems by responding as they occur, by reviewing all processing and output of the newly implemented solution, and by proactively ensuring the solution works successfully to satisfy the customer requirements and to provide a smooth transition to the new solution. Provide support by triaging and resolving moderately complex issues to ensure prompt, effective service. Other duties as assigned. In addition to the duties described above Apply human-centered design principles and established usability and accessibility standards to design and develop intuitive, responsive, and accessible user experience for all learners. Create wireframes, interactive prototypes, and high-fidelity mockups using industry-standard design tools. Write efficient, maintainable, and scalable frontend code using HTML5, CSS3, and JavaScript. Implement frontend enhancements, including advanced design patterns, animation, microinteractions, and data visualization in web interfaces. Partner with backend developers to integrate frontend interfaces with APIs and services. Minimum Qualifications Bachelor's Degree. Three years of related experience with computer systems and applications. Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula. Preferred Qualifications Knowledge in the assigned application as well as the platform on which it runs. Advanced skills in CSS3 is a must. Demonstrated expertise in HTML5 and JavaScript. Experience in responsive web design and digital accessibility, including WCAG 2.2 (AA and AAA levels), ARIA for interactive widgets, and assistive technology testing. A strong portfolio of work that includes examples of designing and building complex, responsive web applications, and feature both high-fidelity interactive prototypes (e.g., Figma) and links to live, implemented projects or code repositories (e.g., GitHub). Experience with leveraging AI tools to accelerate or enhance UI/UX design and frontend development products and workflows. Technical Skills & Expected Level of Proficiency Agile Methodology - Developing Code Review - Developing Debugging - Developing JIRA - Developing Microservices - Developing Model View Controller - Developing Product Life Cycle Management - Developing Restful AP - Developing Secure Coding - Developing Software Design Patterns - Developing Software Development Life Cycle - Developing Unit Testing - Developing The core technical skills listed are most essential; additional technical skills may be required based on specific division or department needs. Classified Title: Developer III Job Posting Title (Working Title): UX Engineer (Center for Technology in Education) Role/Level/Range: ATP/04/PD Starting Salary Range: $32.25 - $56.46 HRLY (Commensurate w/exp.) Employee group: Casual / On Call Schedule: Monday - Friday, 10 - 18 hours per week FLSA Status: Exempt Location: Remote Department name: Center for Technology in Education (CTE) Personnel area: School of Education Total Rewards The referenced base salary range represents the low and high end of Johns Hopkins University's salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education/training and other qualifications. Johns Hopkins offers a total rewards package that supports our employees' health, life, career and retirement. More information can be found here: . Education and Experience Equivalency Please refer to the job description above to see which forms of equivalency are permitted for this position. If permitted, equivalencies will follow these guidelines: JHU Equivalency Formula: 30 undergraduate degree credits (semester hours) or 18 graduate degree credits may substitute for one year of experience. Additional related experience may substitute for required education on the same basis. For jobs where equivalency is permitted, up to two years of non-related college course work may be applied towards the total minimum education/experience required for the respective job. Applicants Completing Studies Applicants who do not meet the posted requirements but are completing their final academic semester/quarter will be considered eligible for employment and may be asked to provide additional information confirming their academic completion date. Background Checks The successful candidate(s) for this position will be subject to a pre-employment background check. Johns Hopkins is committed to hiring individuals with a justice-involved background, consistent with applicable policies and current practice. A prior criminal history does not automatically preclude candidates from employment at Johns Hopkins University. In accordance with applicable law, the university will review, on an individual basis, the date of a candidate's conviction, the nature of the conviction and how the conviction relates to an essential job-related qualification or function. Diversity and Inclusion The Johns Hopkins University values diversity, equity and inclusion and advances these through our key strategic framework, the JHU Roadmap on Diversity and Inclusion . Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. EEO is the Law . click apply for full job details