Oversee the field technicians and ensure that end users are receiving the appropriate assistance. Manage all procedures related to the identification, prioritization, and resolution of end user requests, including the monitoring, tracking, and coordination of all support functions. Enforce service levels agreements (SLA) in consultation with end users to establish problem resolution expectations and timeframes. Analyze performance of desktop activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems. Act as the primary point of contact for PC-related projects. Interact with end user to identify a variety of issues related to desktops, laptops, printers, and server or network connectivity. Provide in-person, desk-side support for installation, configuration, troubleshooting for operating systems and software applications, both COTS and proprietary, as well as hardware. Install and maintain desktops; setup and configure laptops; create accounts, accesses, and permissions. Support peripherals and ethernet cabling adds, moves, and changes. Provide status and project reports as necessary.
5+ years experience in a help desk or technical support role. Bachelor’s degree in a related field desired. Must be BICSI RCDD certified. Must be able to meet DoD 8570 IAT II requirements (CompTIA Security+ or CCNA-Security). Must have extensive experience with desktop and server hardware and operating systems. Experience with Microsoft Windows 7/8/10 and Office 2007/2010. In-depth knowledge of operating systems, applications, printers, and PC hardware. Familiarity with a trouble ticket system such as Remedy, ServiceNow, or similar tool. Experience with TCP/IP, WINS, and DNS. Experience with peripheral support including printers. Must have solid relationship and performance management skills. Able to motivate and direct staff members and subordinates. Able to effectively prioritize and execute tasks in a high-pressure environment. Must be a US citizen and hold a current Secret clearance.