Provides on-site system administration for Department of State IT environments. Responsibilities include installing, maintaining, monitoring, securing, and troubleshooting servers, network devices, workstations, applications, databases, and user accounts. Manages patches, backups, restores, upgrades, configuration changes, incidents, service requests, documentation, topology diagrams, compliance controls, and system performance. Coordinates projects, vendors, equipment retirement, and risk reporting while supporting testing and mission-critical IT operations.

Manage IT projects and implement Salesforce and contact center technologies, including IVR, chatbots, live chat, VoIP, ACD/CTI, CRM, and knowledge management tools. Design and implement contact center solutions, evaluate emerging technologies, facilitate requirements sessions with business users, and recommend improvements based on technical operations and customer experience. The role requires managing implementations in contact centers with at least 100 seats.

Provides remote enterprise IT service desk support for GSA users, resolving and documenting tickets involving Windows, email, directories, applications, hardware, smartphones, passwords, printing, and network connectivity. Coordinates escalations and fixes with other teams, maintains audit trails and performance records, supports VIP and executive users, and helps lead enterprise issue resolution. The role requires strong customer service, technical troubleshooting, clear communication, and willingness to work varied shifts.