• Serve as the first point of contact for troubleshooting hardware, software and network issues; ensuring prompt and reliable resolution of employee requests. • Provision new hire IT resources, hardware, applications and SaaS tools while ensuring security configurations align with company policies. • Support IT security policies by assisting with access control management, device security compliance and responding to security-related inquiries. • Help evaluate new systems and services that can make our organization more efficient and secure. • Update the IT internal wiki with technical documentation, knowledge base and team procedures on a regular basis. • Contribute to larger IT projects to improve our end-user experience.

Role Description The VHA HEFP Special Engineering Program (SEP) manages nationally prioritized, high-impact capital initiatives, including the Electronic Health Record Modernization, Facility Recapitalization, and Targeted Infrastructure programs. SEP establishes national priorities to ensure consistent, enterprise-wide alignment and execution. Gritter Francona is looking for an IT Infrastructure Project Manager to support this potential project. - Manages Information Technology Infrastructure and/or Physical Infrastructure related projects. - Be well-versed in life cycle and project management methodologies. - Tracks and reports capital project scope, schedule, cost parameters. - Identifies, tracks, mitigates, and reports risks and issues. - Facilitates problem-solving discussions with large, diverse stakeholder groups. - Communicates project status using project management tools. Qualifications - Bachelor of Science degree in a relevant medical, engineering or science discipline and minimum 10 years of experience. - Master of Science degree and 5 years of program management experience. - 3 years VA program management experience and 5 years' experience. - Project Management Professional (PMP) highly preferred. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Short Term & Long Term Disability - Training & Development Company Description

• Provide daily leadership, coaching, and performance management for two IT Support Engineers • Manage the IT support queue, prioritizing and assigning requests to meet SLA commitments • Act as a senior escalation point for complex or critical IT support incidents • Maintain IT asset lifecycle management (inventory, procurement, deployment, decommissioning) • Drive improvements in IT documentation, knowledge base, and training materials • Partner with IT leadership on execution of process improvements, automation rollouts, and service enhancements (without owning strategic design) • Ensure smooth and consistent employee onboarding/offboarding experiences • Research and recommend new tools and practices; support implementation led by IT leadership • Support core IT systems including but not limited to, FiscalNote's collaboration suite, identity management, Mobile Device Management (MDM), and Antivirus • Participate in the IT support escalation rotation as needed • Leverage AI tools to automate repetitive IT workflows, including ticket triage, routing, and status updates within FreshService • Champion the use of AI-assisted documentation to maintain an accurate, up-to-date knowledge base with minimal manual overhead • Support the team's responsible use of Claude and other approved AI tools for drafting runbooks, SOPs, and internal communications

• Test the environment using predefined procedures to ensure correct operation after changes; • Assess the environment's health using monitoring tools to ensure proper operation after changes; • Generate execution reports using existing tools to align performed actions and identify required improvements; • Provide 1st, 2nd and 3rd level support to other IT teams and business areas; • Handle incidents and service requests related to the area of responsibility; • Support Group Policy (GPO) management; • Participate in crisis management sessions (war room).