Program analyst h1.location_city

Program Analyst

Overview DRT Strategies delivers expert management consulting and information technology (IT) solutions to large federal agencies, state and local government and commercial clients in health care, technology, and financial services industries. The three letters of our name, DRT, stand for Driving Resolution Together, which is the core philosophy on which the company was founded. That is, we collaborate with our clients to solve their most pressing challenges - together. We are problem solvers dedicated to your success, combining Fortune 500 experience with small business responsiveness. We have established a reputation with our clients as a forward-thinking consulting firm with demonstrated success in implementing solutions that lead to meaningful results. Our world-class consultants unite people to work collaboratively to achieve project goals and make vision a reality.

Project Description: The Program Analyst will assist the administration with HPSM ticket management, Iron Key management, hardware order tracking and delivery; refresh support, customer relations management and outreach, ITC support, SharePoint management of the CITL site, and RQST IT support. Onsite support is required at least 3 days a week. As the demand increases, this may change, and additional onsite support may be required.

Job Summary: In this position, the Program Analyst will provide project management support to the HFP's CITL leadership. Responsibilities:

• Provide technical lead support for customer support IT issues for HFP. This would include taking ownership of communication to effectively route all in-coming emails, tickets and calls to the appropriate technical support team to resolve user issues to users' satisfaction.
• Assist with data entry into various spreadsheets and databases for tracking orders, deliveries, and property assets.
• Handle the processing of HPSM tickets (approx. 300/month) in the CITL queue, referring the tickets requiring special handling to the Center CITL lead as needed.
• Assists in the development and maintenance of communications, communication tools, and all-hands messages for our customer base.
• Assists in the dissemination of information to our customer base either by all-hands messages or one-on-one interaction with customers.
• Take minutes and assist at ITC meetings as needed.
• Monitor weekly CCB meetings and takes notes for CITL as needed.
• Monitor agency wide CITL and ITFC meetings and take and provide notes for CITL.
• Provide daily update of CITL tasks accomplished.
• Update CITL-related up to 5 SOPs and job aids.
• Update CITL, APO, and PCOs as appropriate whenever computers are reassigned to new users and ensure laptops are properly barcoded and have a PCO contact label on them
• Assist with deployment and gathering user feedback during pilot testing.
• Track inventory in stockrooms as needed.
• Assist with Computer refresh process and tracking of prior devices
• Provide CITL/PCO's with updated property barcodes for PMIS update and log of barcodes for surplus of old equipment
• Deliver computer equipment and accessories to customers as directed by CITL
• Help manage the CITL's Blackberry/iPhone/Samsung loaner pool.

Required Experience:

• Must have or be able to obtain a Public Trust.
• At least two (2) to three (3) years of work experience as a project manager.
• Independently managed a variety of projects with frequent interruptions and shifting priorities to complete work in a timely manner and meet mandatory deadlines.

Preferred Experience:

• General knowledge and experience working with the federal government; especially the Food and Drug Administration (FDA).
• Excellent communication skills with a high level of professionalism
• Detail-orientation and critical thinking skills with a focus on problem-solving
• Ability to manage workload and time efficiently
• Ability to work independently at times and to collaborate as part of a team in a fast-paced environment
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint

Education & Training:

• Bachelor's Degree

Work Authorization, Clearance Requirement, & Additional Information:

• This position requires the ability to obtain and maintain a U.S. government Public Trust clearance. Due to contract requirements, candidates must be U.S. citizens or lawful permanent residents (green card holders) to be eligible.
• No agencies, third parties, or Corp-to-Corp submissions.

Salary Range:

• $40,000 - $55,000
• Salary commensurate with experience.