IT Quality Control Specialist (QA)

TL;DR

IT Quality Control Specialist (QA): Providing administrative and analytical support for computer networks and telecommunications to improve service quality with an accent on QC processes and ITSM metrics. Focus on identifying root causes of service deficiencies and conducting Quality Assurance Reviews.

Location: On-site in Quantico, VA. Must have Secret Clearance to start.

Company

Adaptive innovation provider supporting critical national security missions through the integration of advanced technologies and agility.

What you will do

• Support and document QC processes using the Deming cycle (PDCA) to identify root causes of service deficiencies.
• Establish and measure quality levels based on government service level requirements.
• Collect and analyze data from ITSM systems covering Incident, Event, Service Request, and Knowledge Management.
• Identify discrepancies between expected and achieved quality and recommend courses of action for improvement.
• Provide engineering support for scheduled Quality Assurance Reviews.

Requirements

• Must have Secret Clearance to start.
• DoD 8570 IAM I Level Certification (CAP, CND, Cloud+, GSLC, Security+CE, or HCISPP).
• ITIL v3 Foundations or higher.
• At least 3 years of experience in IT quality assurance or IT service management (ITSM).
• Strong communication and interpersonal skills.

Nice to have

• Proficiency in Knowledge Management tools such as SharePoint.
• Experience with trouble ticket management tools such as BMC Remedy.

Culture & Benefits

• Culture based on the 6Hs: Happy, Helpful, Honest, Humble, Hungry, and Hustle.
• Supportive team environment valuing collaboration and mutual respect.
• Commitment to professional excellence and continuous improvement.