Support Technician - T1 Helpdesk Technician iConstituent Employee Review

Team was a pleasure to work with and found great solutions for it's most demanding clients.

Needed to have a better process for client feedback for product improvement.

The company has shown a true commitment to bettering themselves through investing in the next generation of technology and products that will drive its mission. Sometimes it takes some deep reflection and lack of ego from ownership to recognize that change is needed. That has happened here and now the team is focused on rapidly becoming a market leader again. It is challenging and exciting at the same time. Luckily the company appears to be free from long term debts and is well funded at the moment. We are an established player in the market with the heart of a startup. I laughed at this when I first joined the company, but now I see it really is the case. That may not be for everyone, but the upside is great and there is also lots of opportunity to grow with the company if you would like. Management is accessible, willing to help, transparent and most importantly they seem to trust opinions from staff. Especially the COO, he is not afraid to roll up his sleeves and help out however he can. Technical leadership is keenly focused on changing the culture and product which is key if we are to succeed. While I am not a member of the technical team, I have seen a marked difference in the quality of output and enthusiasm since that leader has come on board. The open work space in our new DC office space (fun part of town and metro accessible) is conducive to information sharing and has helped make the company more exciting to work at. There seems to be an uptick in events and happy hours as well. Some team members who worked from home are coming into the office again on a regular basis which speaks to the improving culture.

- Change does not come without resistance and challenges. Some of these are growing pains and others are just difficulties any vendor would have in the Government market. For example, we are held back by approval processes and contract restrictions sometimes. - Some product lines still operate in silos. There have been some improvements and I recognize not everything will change at once. - The technology is dated - this is just a fact and con we will be dealing with for awhile. There is momentum to rapidly change this with the goal of improvements released to market by the end of 2018. - Leadership could be more aggressive in addressing burned out staff and demanding those that remain on the team are all 110% committed to making this next phase happen.