Job Description

  • Lead a small dedicated Help Desk team in day to day activities.
  • Track, gather and present monthly Help Desk Metrics to the client.
  • Provide technical software problem resolution to all local and off-site computer users through email, phone, and desk-side support.
  • Manage all production issues/defects including monthly reporting to the client.
  • Support/Lead quarterly review of Help SOP documentation for updates to approved processes.
  • Lead process improvement activities where needed by researching trends and patterns from customer interactions.
  • Ensure adherence to all IT processes and policies for customer response, follow-up, and incident resolution.
  • Develop and document new and existing procedures or processes that will result in improvements and/or documentation for archival purposes.
  • 3-5 years of Help Desk Experience (Tier1).
  • Basic competency/knowledge of ITIL Best Practices.
  • Effective verbal and written communication skills.
  • Independent, self-starter, and proactive mindset.
  • Strong analytical and critical thinking skills.
  • Ability to effectively manage time and activities.
  • Previous experience providing support in an operation environment with strong adherence to documented operating procedures.
  • Must enjoy working in a collaborative, service centric environment.
Preferred Skills:
  • ITILv3 Foundation Certification.
  • Microsoft Windows 7 Support Technician (MCP).
  • Experience in supporting COTS applications.
  • Experience in Forensic Laboratory environment.
  • CompTIA A+ or higher certification.
  • At lead 3 years of leadership experience in a technology customer support or customer service environment.
  • ACTIVE DOD Top Secret

Application Instructions

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