In this role, you will help desk technician and system administrator responsible for the monitoring of system performance, configuration, maintenance and repair of program assets and infrastructures in a Classified environment.
Under general supervision, responsible for providing second level telephone support to end-user community on hardware, software and network related problems, questions and/or issues. Troubleshoots determine problems for operating systems, applications and remote access, email and telephone and wireless issues.
Responsible for developing, building and continuously improving our training program; instilling within the team our culture and values; identifying and implementing strong work processes; and creating an extraordinary customer experience.
This job description summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.
In this role, you will be responsible for data entry and gathering of manufacturing and print specifications instructions into the systems used for communication, scheduling, estimates and producing the customer finished product.
The Deputy Service Desk Manager shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all level. Candidate must be able to work efficiently and accurately in a fast paced and changing environment.
In this role, the selected candidate will support creation and application of Program Standards to ensure consistency of delivery; manage initial requests for scope change feasibility/additional work and triage internally as required.
The Deputy Service Desk Manager shall possess and demonstrate sound customer service and telephone skills, attention to detail, problem solving skills, and a desire to provide outstanding customer support to customers of all level.
In this role, you will be responsible for handling higher level technical issues and point person for technical escalation for complex hardware, software and network related problems. Provides training and guidance to less experienced help desk personnel.
Assigns personnel to include supervisory levels to various operations and directs their activities. Reviews and evaluates work and prepares performance reviews. Resolves escalated information services problems by analyzing issues, discerning the most appropriate courses of action, providing tactical direction and, when necessary, reallocating resources.
In this role, the selected candidate will ensure that descriptions, details, and solutions for all incidents are thorough and accurate, and that all incident tickets are properly logged, categorized, prioritized, routed, and resolved within the mutually agreed upon timeframes.