Here at CGS, we are seeking a Help Desk Support Specialist to assist a large federal agency in the Washington D.C area. The candidate will be responsible for assisting the district IT Staff in performing a wide variety of tasks associated with the day- to-day operations and administration of IT systems within the office. These duties include a wide range of information technology support to meet information needs using network hardware and software capabilities.

Work you’ll do:

As a FOIA Help Desk in the Forensics and Investigations group, in the role of a FOIA Document Specialist, you will:

• Assist federal agency with responding to Freedom of Information Act (FOIA) requests.
• Respond to emails from employees and customers seeking help with FOIA software or computer-related issues.
• Log and monitor the progress of support tickets.
• Learn the functions and back end of our software program so you can walk users through the steps to achieve specific goal.
• Aid the FOIA development team in conceptualizing updates and upgrades that will enhance users' experience.
• Walk customers through the steps to achieve a goal in our FOIA software on the phone.
• Maintain a high level of courteous customer service at all times.
• Create and add users to group and workspaces following detailed best practices guidelines.
• Monitor user accounts.
• Assist users with the review process and functionalities in FOIA/Relativity application.
• Monitor and administrate FOIA requests from receipt to production in an electronic case management system.
• Work independently and be accustomed to effectively and efficiently working at a high-performance level with minimal input from program leadership.
• Support Implementation and Operations Management best practices.
• Perform analysis and diagnosis of client issues.
• Demonstrate a foundational understanding of the client environment and overall project scope.
• Identify and solve problems using analysis, experience, and judgment.
• Work as part of a team and in a team environment that is process-oriented and deadline-driven.
• Use professional oral and written communication skills.
• Manage day-to-day interactions with clients and internal CGS team.

Qualifications:

Required:

• Ability to obtain and maintain the required clearance for this role.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
• Bachelor's degree or required work experience.
• 3+ years in a technical role.
• Excellent customer service skills.
• Strong verbal communication and problem-solving skills.
• Able to work in a fast-paced environment.
• Demonstrate strong judgment, problem-solving, and decision-making abilities.
• Active directory experience.
• 4+ years of Relativity experience.
• 4+ years’ experience in IT-related position.
• 2+ years of eDiscovery or Litigation Support experience.
• 4+ years of SQL querying and scripting experience.
• 4+ years of help desk and customer service experience.

Preferred:

• Relativity Certified Administrator.
• Relativity Processing Certification.
• Relativity Infrastructure certification.
• Relativity Analytics certification.
• Nuix, Law Prediscovery, Concordance, Brainspace certifications.
• FOIAXpress experience is a plus.
• FOIAonline experience is a plus.
• Forensic, Investigative, and/or Discovery industry related experience.
• Experience with litigation support and civil litigation.

Benefits Package:

• Health, Dental, and Vision
• Life Insurance
• 401K
• Flexible Spending Account (Health, Dependent Care, and Commuter)
• Paid Time Off and Observance of State/Federal Holidays

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