Provide technical support and troubleshooting to network, desktop, and/or systems hardware and software. Develop and maintain knowledge of information systems technology and regulations. Recommend upgrades of hardware and software, or modifications to procedures to improve efficiency and maintain regulatory compliance. Evaluate user difficulties and identify solutions requiring referral to internal or external technical, professional, or service personnel. Coordinate the procurement of necessary services. Evaluate and anticipate work volume and assign and distribute work among staff accordingly. Assess procedures and identify opportunities to improve customer service. Participate in and contribute to actions supporting performance improvement plans and reviews, promotions, salary recommendations and terminations. Coach, develop, and inspire staff to maximize their potential. Analyze and evaluate incident reports and implement procedures to reduce help-line incident rate.
5+ years experience in help desk or technical support including experience in a lead or supervisory role. Must be Help Desk Institute (HDI) Support Center Manager (SCM) certified. Must be ITIL v3 certified or able to obtain after being hired. Able to troubleshoot and repair desktops and laptops. Must have expertise in Windows operating systems 7/8/10 for PCs and 2008/2012 on the server-side. Knowledge of Windows PC and server configuration and integration. Experience with Remedy or similar trouble ticket system. Knowledge of Help Desk Institute (HDI) practices. Experience using and contributing to a knowledge management database. Able to handle high priority problem calls and interact with clients at varying organizational levels. Strong organizational skills and attention to detail with the ability to manage priorities. Must have outstanding oral communication and customer service 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.