Full-time
IT Customer Service and Vendor Management - TS/SCI with Polygraph REQUIRED - Jacobs - Reston, VA

“Jacobs National Security Solutions (NSS) provides world-class IT network and service management capabilities; cutting edge cyber threat awareness and cybersecurity solutions; innovative web- and software applications development; and advanced data analytics for major clients in the Intelligence Community, Department of Defense, and Federal Civilian Agencies.
Our forward thinking solutions deliver an integrated approach to IT network design and management, full lifecycle IT service management, IT service delivery, asset management, logistics and procurement, and vendor management. We leverage the expertise and passion of our employees to conduct identity and access management, penetration testing, and vulnerability assessments for our nation’s most closely guarded agencies and networks. Our Cyber Security Operations Centers ensure safe, effective network operations for Federal clients while our data scientists are helping stop illegal acts before they can endanger Americans or our way of life. Jacobs promotes a culture of operational excellence to create a safer, smarter, and more connected world while upholding the highest standards of compliance, quality and integrity. We continue to thrive and need your talent and motivation to help propel us farther, faster.” Jacobs is seeking IT Customer Service and Vendor Management in Reston, VA. Duties will include:

Provide customer service and work with vendors to obtain software by negotiated deliver date Perform daily tasking in customer systems to track and maintain software Work directly with vendors and customers to verify requirements have been met Deliver software either physically or electronically along with tracking activities in proper systems Provide support and problem resolution for technology products and/or applications Identifying, analyzing, and implementing process changes; developing performance measures for the software organization; soliciting and tracking customer satisfaction feedback; managing the transition of IT service and infrastructure initiatives Lead activities related to standard operational environment and component application deliveries Primarily works ticket queue daily Manage log entries on tickets Works with vendors/customer on shipments/deliveries Obtains software from vendors and log into systems showing receipts Work with team members to ensure software is downloaded/activated according to security practices Provide overall office support to management where applicable Reviews reports of critical issues and ensures appropriate resources are assigned to problem May make vendor decision and work prioritization decisions Compare order in several databases and a ticket system to confirm the software order has been received in its entirety Process “receiving” in the database to authorize payment to the vendor Monitor group email accounts for communications relevant to the operations Properly review, process, forward and file the email as required to complete the Software Order task Research Software Order tasks that are coming due and coordinate with the customer, internal resources and vendors to obtain the items required in the order Create, lead, or participates in various quick response “tiger teams” comprised of technical experts tasked with resolving an operational problem or service outage Coordinates with customer and provides impact analysis to service providers on maintenance and service downtime of any IT services/systems Facilitates communication to ensure quick resolution of all IT issues Provides thorough IT consulting, triage, and problem resolution for technical products and/or applications on the enterprise environment Interacts with customers to resolve moderately complex software, and performance problems and access issues for customers Evaluates and identifies solutions; to internal or external technical, service personnel; coordinates the procurement of necessary services Reviews daily and weekly customer service reports, assessing performance and services and assures proper resolution of issues Assesses performance and services Evaluates and identifies solutions to open issues. Provides advice, guidance, and instruction to contract staff and others on technology service desk functions. Assesses and coordinates customer impact of multiple, sometimes conflicting deployment schedules to the standard operational environment and exercises authority to proceed, delay, or cancel deliveries Seeks to improve the processes of services. Identifies opportunities for new or more efficient application of the organization’s technological capabilities Solicits and tracks- wide customer satisfaction feedback Designs survey processes to collect customer feedback Provides liaison between customer and technical Observes and reports trends Provide documentation, requirements, and information updates Other duties as assigned Periodic responsibilities include: Cross training when time is available

Qualifications Active TS/SCI with polygraph required High school diploma/GED required Requires a minimum of three full years of experience specific to the skill and must be reflected Must be able to communicate effectively both verbally and in writing Must be able to interface with individuals at all levels of the organization both verbally and in writing Proficiency in the use of MS Office product suite (PowerPoint, Excel, Word, SharePoint) Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar Coordination — Adjusting actions in relation to others' actions Monitoring — Monitoring/Assessing performance of yourself Essential Job Functions

Work Environment: General Office environment. The work environment is fast-paced and sometimes involves extreme deadline pressures. The nature of the work requires a high degree of teamwork and cooperation with other members of the staff as well as individuals across the Company and Customers.


Physical Requirements: Most work will be done at a desk/computer and driving around the Washington Metro Area. Work is primarily performed in an office environment. Typically employees sit comfortably to do their work, interspersed by brief periods of standing, walking, bending, carrying papers and books, and extensive periods requiring the use of computer terminals to accomplish work objectives.

Equipment and Machines: General office equipment including PC/laptop, Fax, Copiers, Shredder, Printers, Telephone, and other miscellaneous office equipment.

Attendance: Must be able to maintain regular, reliable attendance and ensure on time daily arrival. Attendance is critical at all times. Must be able to work a 40-hour workweek, normally Monday through Friday. However, times and days may vary depending on business requirements. Needs to be available to work overtime during critical peaks and be available to meet last minute requests for overtime should the situation occur.

Other Essential Functions: Must take and pass a drug test and background check as well as a motor vehicle records check. Grooming and dress must be appropriate for the position and must not impose a safety risk/hazard to the employee or others. Must put forward a professional behavior that enhances productivity and promotes teamwork and cooperation. Must be well-organized with the ability to coordinate and prioritize multiple tasks simultaneously. Must work well under pressure to meet deadline requirements. Must be willing to travel as needed.


Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. Learn more about your rights under Federal EEO laws and supplemental language .

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