BCT Partners - Senior Technical Support Specialist

Remote
Full Time
SCSEP
Experienced

About BCT    
We solve complex social problems, transform lives, accelerate equity and create lasting change.  
    
BCT is a management consulting firm that tackles complex social problems through data analytics, equity-centered solutions and program management. We believe complex issues are best solved through collaboration. As a result, we employ a multidisciplinary approach that combines domain expertise, research, evaluation, technology, organizational development, and a passion for change.    
    
To learn more about how we live our values of Ubuntu (“I am because we are”) and our mission to harness the power of diversity, insights, and innovation to transform lives, accelerate equity, and create lasting change, go to our website and follow us on social media.    
https://www.bctpartners.com/   

​​​     
 

Who We're Searching For: Could It Be You?

The Senior Technical Support Specialist works closely with clients, partners and BCT colleagues, studying current systems and practices, eliciting requirements, providing analyses, designing solutions, and supporting delivery. The incumbent performs detailed data analyses, provides direct support to the client and coordinates with the client and project team during maintenance phases.  This role supports the development and execution of test cases, defect management and test reporting for the client systems, supporting all phases of the testing life cycle. The Senior Technical Support Specialist also functions as a subject matter expert, providing technical assistance (TA) to all users, attending meetings in the Project Manager’s absence and collaborates on other projects within the organization and cross-functional teams within BCT.

The Senior Technical Support Specialist will be working with our client, the US Department of Labor (DOL), Employment & Training Administration (ETA), Senior Community Service Employment Program (SCSEP). For more details about our client, please see the information at the bottom of the posting.

How You Contribute to the Team:

Business Analysis 

  • Manage multiple competing priorities through effective organization and communication. 

  • Elicit, organize, and document requirements; analyze specifications; generate recommendations. 

  • Conduct gap analysis between application and stated customer requirements and collaborate with Architects and Developers to estimate project impact. 

  • Test business processes and recommend improvements. 

  • Provide subject matter expertise where applicable. 

  • Develop prototypes and refine solutions based on feedback from the client. 

  • Develop and provide training materials to clients. 

  • Document solutions. 

Data Analysis 

  • Gather, view, display, and analyze all forms of data in detail. 

  • Extract data using special tools and software (ex. SQL, Access). 

  • Analyze data sets to respond to data related queries. 

  • Performing analysis to assess the quality and meaning of data. 

Systems Support and Maintenance 

  • Maintain transparency with the client through a wide range of mediums including but not limited to video conferencing, email, project documents and materials, and telephone 

  • Provide support to client related to user access issues, site updates, and other technical issues during the maintenance phase of a project; coordinate with others on the project team while proactively keeping the client updated on progress. 

  • Attend meetings in the Project Manager’s absence. 

Testing 

  • Analyze user stories / requirements and identify gaps as needed. 

  • Conduct QA testing based on test plans and scripts. 

  • Reporting and documenting technical issues 

Technical Assistance 

  • Provide technical assistance, technology assistance support and customer service to users, clients and other project stakeholders.  

  • Manage Help Desk inquiries (including troubleshooting technical errors); maintain tracking logs. 

  • Document, track and resolve any technical issues with the existing management system. 

  • Assist users with generating performance reports.   

  • Assist users with resolving invalid data issues while also proactively working to avoid future invalid submissions.  
  • Ensure proper closeout of data submissions for each fiscal quarter and fiscal year. 

Perform these and other reasonable tasks as assigned by management in support of BCT’s goals and objectives. 

What You Bring to the Table:

  • Bachelor’s Degree from an accredited university or college, with a preference for a degree in Computer Science, Computer Engineering, or a related field. 

  • Advanced knowledge of database applications and/or relational databases such as Microsoft Access, Microsoft SQL Server, and Oracle; advanced knowledge of database records, database tables and database fields 

  • 4 to 7 years relevant professional experience in a technical, statistical, or data-centric role; software testing and data analysis experience desired. 

  • Proven analytical, problem solving and troubleshooting ability. 

  • Ability to conduct research, analyze data, generate summaries, and create presentations from report summaries and other resources. 

  • Familiarity with Software Testing Life Cycle (STLC) and Agile testing desired. 

  • Strong organizational, administrative and project coordination skills with an exceptional attention to details and the ability to effectively manage multiple priorities and meet tight deadlines.    

  • Proven ability to communicate effectively when speaking and in writing, produce high quality written products such as memoranda, presentations, and correspondence, and exercise sound judgment.   

  • Asks questions to gain clarity, welcomes the input and decisions of others and supports change.  

  • Strong interpersonal skills, with the proven ability to collaborate and build relationships with staff, clients, remote colleagues, supervisors, and others.   

  • Able to, both independently and collaboratively solve problems and make decisions. 

  • Computer, Internet and general proficiency with Microsoft Outlook, Word, Excel and PowerPoint; experience with MS Teams, SharePoint and Monday.com a plus. 

  • Knowledge of an experience with the Senior Community Service Employment Program (SCSEP) or Older Americans Act Performance System (OAAPS) is a plus. 

Now that you’re familiar with the position, we encourage you to apply. Many of our top candidates don’t meet every qualification, and if that’s the case for you, we still want to hear from you!

BCT offers a competitive total compensation package that, for this position, includes base salary with a starting annual range between $95,000 and $105,000, along with a generous benefits package.  BCT’s benefits include heavily subsidized medical, dental and vision coverage, fully vested 401k plan with company match, company paid life and disability insurance plans, paid family leave, and a plentiful paid time off policy. 

This is a remote position, located in any of the fifty United States or Washington, DC. BCT Partners works primarily on Eastern Time, though we do have staff in all four time zones.  We support and encourage a strong staff community, leveraging virtual communication tools and collaborative work practices. The African philosophy of Ubuntu (“I am because we are”) is an overarching value that influences our leadership and interactions.     

Our Client 
The US Department of Labor (DOL), Employment & Training Administration (ETA), Senior Community Service Employment Program (SCSEP).  SCSEP is a community service and work-based job training program for older Americans that provides support for low-income, unemployed seniors.  SCSEP participants gain work experience through a variety of community service activities with public and non-profit agencies, including schools, hospitals, day-care centers and senior centers. This training serves as a bridge to unsubsidized employment opportunities for participants. To the manage the delivery of services across the ecosystem of grantees, subgrantees, participants, and federal partners, this program has developed a core information management system (SCSEP Performance and Results QPR System - SPARQ) to track, monitor, and report its performance.  BCT is the contracted technical assistance and performance management provider to the federal government.  We provide technological support of legacy systems, policy interpretation, performance reporting, and assistance in the design of future systems (e.g. Content Management Systems - CMS) 

BCT Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and or/ veterans’ status, or any other federal or state legally protected class. BCT Partners will not discriminate against persons because of their disability, including disabled veterans, and will make reasonable accommodations for known physical or mental limitations of qualified employees and applicants with disabilities. If you are interested in applying and require special assistance or accommodation due to a disability, please contact our Human Resources Department.

Share

Apply for this position

Required*
We've received your resume. Click here to update it.
Attach resume or Paste resume
Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.
Invitation for Job Applicants to Self-Identify as a U.S. Veteran
  • A “disabled veteran” is one of the following:
    • a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
    • a person who was discharged or released from active duty because of a service-connected disability.
  • A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
  • An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
  • An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.
Veteran status


Voluntary Self-Identification of Disability
Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026
Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Please check one of the boxes below:

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Human Check*