Role Description ASRC Federal Data Network Technologies LLC, a subsidiary of ASRC Federal, is seeking a Technical Support Specialist to support our Prime NOAA program based in Silver Spring, MD. This is a remote position. The Financial Management Data System (FMDS) is a budget planning and execution analysis tool that provides key organizational data to every level of NOAA financial management personnel. - Technical Support & Incident Management - Respond to requests for technical assistance via phone, email, or web queue, including Google chat messaging. - Provide first-line IT incident and problem management support for end users, troubleshooting FMDS. - Manage, track, and resolve support tickets using the ServiceNow ticketing system, escalating unresolved issues as necessary. - Triage and open service desk tickets in ServiceNow, ensuring proper information is collected from users. - Support FMDS new features, upgrades, etc. - Create and update technical documentation, troubleshooting and How To guides, and training materials as needed. - Collaboration and Communication - Assist end users in learning FMDS, new features, and functionality by providing hands-on training and support. - Assist in developing and maintaining end-user documentation, including quick reference guides, FAQs, and detailed user manuals. - Create and update “how-to” guides and pre-recorded training videos to simplify recurring support topics. - Collaborate with documentation manager, product support, development, and data teams as needed. - Deliver one-on-one or group training sessions to enhance user proficiency and reduce recurring helpdesk incidents. - Gather feedback from users and helpdesk metrics to identify training gaps and improve documentation quality. Qualifications - Strong technical troubleshooting skills with experience in IT support environments. - Understanding of project management and familiarity with business analysis methodologies. - Excellent communication skills, with the ability to work collaboratively across different teams and clientele. - Demonstrated ability to recognize and manage risks, monitor progress, and discuss and realign strategic objectives as needed. - Experience in gathering and analyzing requirements and documenting business processes using industry best practices. - BS/BA + 8 years of demonstrated experience. - General understanding or background in finance and financial concepts is desirable but not required. - Familiarity with budgets, forecasting, obligations, funding, costs, invoicing, etc. Benefits - Competitive pay and benefits packages. - Health care, dental, vision, life insurance. - 401(k) and education assistance. - Paid time off including PTO, holidays, and any other paid leave required by law. EEO Statement ASRC Federal and its Subsidiaries are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, gender, color, age, sexual orientation, gender identification, national origin, religion, marital status, ancestry, citizenship, disability, protected veteran status, or any other factor prohibited by applicable law.

• Assist our customers and their employees with the administration of Family Medical Leave Act (FMLA) rights and responsibilities • Handle high volume of Bilingual Spanish incoming calls in a prompt and professional manner • Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests • Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps • Meet & adhere to attendance and schedule, production and performance metrics, and quality goals • Maintain complete and accurate documentation of leaves within our proprietary database • Demonstrate respect, sensitivity, confidentiality, and understanding for the caller’s circumstance while maintaining professionalism at all times • Maintain a positive, empathetic, and professional behavior towards the customers at all times • Provide accurate, professional, and timely responses to communications from internal and external clients • Prioritize and organize daily responsibilities in order to meet all deadlines • Engage in ongoing education and training around laws, policies and service delivery • Provide innovative ideas that can support the ongoing growth of the FMLA Department • Other duties as assigned

• Administer and adjust Family Medical Leave Act (FMLA), State, ADA, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies • Handle high volume of incoming calls in a prompt and professional manner • Provide efficient and professional follow-up via phone and email to ensure the timely processing of leave requests • Communicate clearly and concisely with callers while identifying their needs and educating them on leave concepts and next steps • Meet & adhere to attendance and schedule, production and performance metrics, and quality goals • Maintain complete and accurate documentation of leaves within our proprietary database • Demonstrate respect, sensitivity, confidentiality, and understanding for the caller’s circumstance while maintaining professionalism at all times • Maintain a positive, empathetic, and professional behavior towards the customers at all times • Provide accurate, professional, and timely responses to communications from internal and external clients • Prioritize and organize daily responsibilities in order to meet all deadlines • Engage in ongoing education and training around laws, policies and service delivery • Provide innovative ideas that can support the ongoing growth of the Absence Department • Other duties as assigned

Welcome to Aventiv! Please watch this brief video to find out if this is the place you want to be! Aventiv Technologies – Where your future awaits - YouTube Job Purpose: Aventiv Technologies offers a progressive style 12-week paid internship program designed to give students and recent graduates hands-on experience in all facets of our operations. Students will have exposure to working alongside our experienced leadership to help build our processes and keep the business running smoothly. As an Instructional Designer/Content Developer Intern, you will play a pivotal role on the Customer and Monitoring Training teams by helping refresh existing materials and creating new content to help make training more effective and easier for Securus customers. This summer internship program is from June through August and is 100% remote with 10% travel possible. Candidates must be legally authorized to work in the United States without current or future employer sponsorship Essential Duties: - Work closely across various organizations to understand project goals, requirements, and feedback - Assist in the look, layout, and design of all related training materials to ensure consistency in look and voice - Help create engaging learning experiences and materials (User Guides, Job Aids, Instructional Videos) by applying learning theories and working with Subject Matter Experts to meet learners and organizational goals - Understanding of needs analysis and learning gaps, define learning objectives - Content Development – design and develop courses, modules, assignments and assessments as needed - Strong writing and editing experience – excellent grammar, style, and clarity in documentation - Ability to work across multiple content formats (text, video, graphics) - Perform other related duties as assigned. Knowledge, Skills, and Abilities: - Intermediate to advanced understanding of MS Office Suite – including styles and templates - Intermediate to advanced knowledge of ISD procedures and principles - Ability to work in a highly flexible environment and on multiple projects concurrently - Creative thinking and problem-solving skills Minimum Qualifications: - Currently enrolled in an accredited bachelor’s or master’s program in Instructional Systems Design, Education, or a related field - High School Diploma or GED Preferred Qualifications: - You can translate needs into outcomes - You like to design and develop effective training solutions – making them easier to implement and understand - You enjoy soliciting feedback and putting it into action while keeping the integrity of the outcome - Intermediate-Advanced understanding of MS Word, Power Point and Excel Physical Requirements: - While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment. - Occasionally may need to reach, stoop, or kneel. Salary and Benefits: At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer. - $20.00 - $22.00/hr Aventiv Privacy Policy: www.aventiv.com/privacy Equal Employment Policy: Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status, or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.