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IT Support Associate
Remote
About Nava
Nava is a consultancy and public benefit corporation working to make government services simple and effective. Since 2015, federal, state, and local agencies have trusted Nava to help solve highly scrutinized technology modernization challenges.
As a client services company, we guide agencies constrained by legacy systems to a future with sharp user experiences built on secure, reliable, fault-tolerant cloud infrastructure. We bill for our time, offering our expertise and problem-solving approach to help our government partners enhance their digital products and services. People are at the heart of our work, from members of the public who rely on benefit programs to government agency staff. Through human-centered design and modern engineering best practices, we help our government partners understand user needs and deliver on their missions more effectively. This focus gives everyone at Nava the opportunity to do work that is meaningful, impactful, and deeply connected to public good.
Position summary
The IT Support Associate plays an integral role in maintaining the essential information technology infrastructure of Nava. The incumbent will be responsible for planning, managing and directing the technical onboarding of new hires and offboarding of departing employees, as well as making determinations to support existing employees' software license management, hardware issues, and audio-visual needs. Lastly, they will be responsible for large-scale asset and device management, in addition to collaborating with the IT Manager in emergency response incidents like lost hardware or account breaches.
All work will be done in support of Nava’s values: Be Active Stewards, Pursue the Root Cause, Think Long-Term, Build Together, Inclusion is Essential and Progress Takes Work.
What you'll do
IT End User Full Lifecycle Management
- Responsible for planning, managing, and directing all aspects of equipment and software onboarding of new hires at all levels (e.g., account creation, hardware delivery, information security training, etc)
- Independently evaluates employee capabilities and needs with respect to training, researches, and provides direct training and support to employees who are unfamiliar with our core tools, core infrastructure, and hardware
- Manages all aspects of technical offboarding (e.g., account deletion, suspension, data transfer, release or return of Nava equipment) for departing employees
- Researches and recommends technical and non-technical solutions for IT challenges
- Interfaces directly with external vendors on an as-needed basis to evaluate and support the purchase of tools or licenses for tools
- Acts as the designated backup to the IT Director on necessary tasks (e.g., vendor management, strategic planning and discussion, etc) when the IT Director is unavailable
- Manage sensitive matters with a high level of confidentiality and discretion especially decisions directly impacting the global operations of the company
- Evaluates and makes determinations in order to grant software licenses to new and existing employees
- Maintains existing licenses and coordinates with Finance to procure and process invoices for software licenses
- Evaluates and recommends actions for end user problems with hardware and software licenses
Device and Asset Management
- Procures new computers and other hardware for new employees, as well as longer-term employees whose hardware has issues
- Researches and recommends actions to address end user issues with hardware as they arise
- Ensures an appropriate inventory of computers, A/V equipment, and other devices that belong to Nava
- Coordinates with vendors to assist with malfunctioning devices
- Takes necessary action to wipe and assess returned devices when returned by users
A/V Support
- Provides onsite A/V support for Nava events
- Supports the A/V needs for teams as they conduct virtual and in-person events that can involve Nava employees or the general public
- Evaluates and troubleshoots A/V matters
Emergency Response Management
- Review, evaluate, and make recommendations in connection with information technology emergency matters
- Working with the IT Director to quickly and thoroughly respond to emergencies such as lost hardware or security breaches
Required skills
- 1+ years of experience in IT support or tech-forward customer service support
- An adaptive, empathetic, collaborative, curious, and positive mindset
- Experience with organizational software administration (G Suite)
- Experience managing basic IT, e.g. A/V setup and configuration
- Highly organized, resourceful, reliable, and detail-oriented
- Ability to work independently and autonomously within a distributed team while soliciting feedback when necessary
- Ability to think strategically around trade-offs and short term vs. long term benefits
- Excellent written and verbal communication skills
Desired Skills
- Experience administering software for distributed 650+ person team
- Beginner's knowledge of security practices and administration of security software (SentinelOne / Carbon Black)
- Ability to build and form strong relationships both internally and externally
Compensation
$69,600 - $78,300 USD
Other requirements
All roles at Nava require the following:
Legal authorization to work in the United States
Ability to meet any other requirements for government contracts for which candidates are hired
Work authorization that doesn’t require visa sponsorship, now or in the future
May be subject to a government background check or security clearance, depending on the contract
Perks working with Nava
Health coverage — comprehensive medical, dental, and vision plans to support your overall health needs
Insurance coverage — Nava provides disability, life, and accidental death insurance at no cost
Time off — vacation, holidays (including Juneteenth), and floating holidays to rest and recharge
Company holidays — enjoy 12 paid federal holidays each year on top of your regular PTO
Annual bonus — when Nava meets its goals, eligible employees receive a performance-based annual bonus
Parental leave — paid time off for new parents, plus weekly meals delivered to your home
Wellness program — full platform offering physical, mental, & emotional health resources & support tools
Virtual care — see doctors online with no copay through UnitedHealthcare’s virtual visit program
Sabbatical leave — earn extended unpaid leave after continuous service for personal growth or rest
401(k) match — Nava matches 4% of your salary to support your retirement savings plan
Flexible work — remote-first environment with flexibility built around your schedule and responsibilities
Home office setup — company laptop & setup assistance provided via Staples for remote work needs
Utility support — monthly reimbursement to help offset eligible home office utility expenses
Learning opportunities — internal training programs and resources to help grow your professional skills
Development opportunities — LinkedIn Learning access & an annual allowance for courses, tuition, & certs
Referral bonus — get rewarded when you refer great people who join the Nava team
Commuter benefits — pre-tax commuter programs to support in-office travel when applicable
Supportive culture — A collaborative and remote-friendly team environment where people genuinely care
Location
We have fully remote options if you reside in one of the following states:
Alabama, Arizona, California, Colorado, DC, Delaware, Florida, Georgia, Illinois, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nevada, North Carolina, New Jersey, New York, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Tennessee, Utah, Virginia, Washington, Wisconsin
*If you are not living in one of the states listed above, unfortunately, you will not be considered for a position at this time.
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Please contact the recruiting team at recruiting@navapbc.com if you would like to request reasonable accommodation during the application or interviewing process.
We participate in E-Verify. Upon hire, we will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. This role requires you to work from the contiguous United States.
Equal Employment Opportunity
Nava is committed to providing equal employment opportunities without discrimination or harassment on the basis of race, gender and/or gender identity or expression, color, creed, religion, religious creed, age, national origin, ethnicity, disability, veteran or military status, sex, sexual orientation, reproductive health autonomy, pregnancy, childbirth, and medical conditions related to pregnancy or childbirth, genetic information, domestic violence victim status, marital status, citizenship status, or any other characteristic protected by law. Nava prohibits any such discrimination or harassment. This policy applies to all employees, applicants, contractors, and temporary workers of Nava.
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