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.
Skills/Requirements
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.
Clearance:
ACTIVE DOD Top Secret
Application Instructions
Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!
