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.
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 the direction of the Help Desk overseeing the management of phone and in-person support to users in the areas of e-mail, directories, standard desktop applications, and applications developed or deployed for the client.
Provide an onsite Technical Lead (TL) / Service Desk Manager function that shall be the single point of contact responsible for the technical, contractual, and personnel management of all work of this contract.
In this role, the selected candidate will execute strategic direction that is aligned with divisional goals and communicate to all team members including management staff in their respective functions.