On-Call IT Business Technology Support Associate

About Mathematica:

Mathematica applies expertise at the intersection of data, methods, policy, and practice to improve well-being around the world. We collaborate closely with public- and private-sector partners to translate big questions into deep insights that improve programs, refine strategies, and enhance understanding using data science and analytics. Our work yields actionable information to guide decisions in wide-ranging policy areas, from health, education, early childhood, and family support to nutrition, employment, disability, and international development.

Mathematica offers our employees competitive salaries and a comprehensive benefits package, as well as the advantages of being 100 percent employee owned. As an employee stock owner, you will experience financial benefits of ESOP holdings that have increased in tandem with the company’s growth and financial strength. You will also be part of an independent, employee-owned firm that is able to define and further our mission, enhance our quality and accountability, and steadily grow our financial strength.

Read more about our benefits here: Benefits at a Glance.

Primary Duties and Responsibilities:

We are seeking an On-Call IT Business Technology Support Associate to join our IT team. In this role, you will support end users, troubleshoot technical issues, and contribute to technology initiatives across a variety of business applications. You will also collaborate with senior staff and cross-functional ITS teams to help maintain secure, efficient, and reliable technology operations.

End-User Support

• Monitor, triage, and resolve business technology issues in a timely and efficient manner.
• Provide Level 1 technical support for user tickets and assist with issue resolution.
• Help maintain and improve support documentation, SOPs, and user guidance.

Process Improvement and Automation

• Partner with team members to identify opportunities for workflow improvement and process automation.
• Recommend practical technology solutions that improve efficiency and performance.

Services Inventory and Documentation

• Assist with Services management and chargeback billing processes.
• Maintain accurate and up-to-date records.
• Document support procedures, recurring issues, and resolutions for future reference.

Collaboration and Communication

• Collaborate with IT team members on projects such as system upgrades, software implementations, and release enhancements.
• Communicate clearly with team members and end users to gather information and provide timely updates.

Security and Compliance

• Support the implementation and maintenance of security measures that protect organizational data and systems.
• Follow organizational policies, procedures, and security standards in all technology-related activities.

Technology Awareness

• Stay informed about emerging technologies and industry trends.
• Share ideas and recommendations for technology improvements and optimization opportunities.

Required Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Strong interest in technology and eagerness to learn in a fast-paced environment.
• Demonstrated analytical skills and proficiency with Microsoft Office tools, including SharePoint.
• Foundational knowledge of computer systems, networks, and software applications.
• Experience working in cloud environments using Amazon Web Services (AWS), including services such as CloudFront, S3, CloudFormation, Lambda, EC2, VPC, and Security Groups.
• Familiarity with Atlassian products and Mural is a plus.
• Strong written and verbal communication skills, with the ability to work effectively across teams.
• Excellent organizational skills, attention to detail, and commitment to accuracy.
• Professional interpersonal skills, including tact and diplomacy.
• Ability to manage multiple priorities and meet deadlines in a dynamic environment.
• Proactive, solution-oriented mindset with strong problem-solving abilities.

To apply, please submit your resume and cover letter. The hourly pay rate for this role is $45.

This position is categorized as on-call, and as such, the hours may at times vary based on project needs. Your employment will be classified as on-call until the duration of the project(s) or need(s) is complete.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

At Mathematica, we understand the importance of building relationships with colleagues. If you’re not located near one of our offices but would like opportunities to meet up with co-workers, we offer coworking spaces where available. Ask your Talent Acquisition partner for more information about this opportunity and whether it’s an option in your area.

Any offer of employment will be contingent upon passing a background check. Various federal agencies with whom we contract require that staff successfully undergo security clearance as a condition of working on the project. If you are assigned to such a project, you will be required to obtain the requisite security clearance. Additionally, if you participate in or complete the application process and are denied, Mathematica may choose to terminate your employment.

We take pride in our employees and in their commitment to excellence. We encourage staff to collaborate in developing creative solutions to difficult problems and to share the responsibility and enjoyment of carrying out complex projects. This collegial spirit has helped us earn our reputation for innovative and high-quality work.

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