JOB OVERVIEWMartinFed is seeking an experienced Tier 2 Helpdesk Lead / Senior Helpdesk Subject Matter Expert (SME) to support a federal customer and provide advanced technical support for the systems. This position will lead the day-to-day operation of the Helpdesk and serve as the primary escalation point for issues that cannot be resolved by Tier 1 support teams.
Please Note: This position is contingent upon awardESSENTIAL FUNCTIONS:- Lead the daily operations of the Tier 2 Helpdesk and serve as the primary technical escalation point for issues unresolved by Tier 1 support.
- Troubleshoot, investigate, and coordinate the resolution of complex user and system issues.
- Review incoming escalated tickets and ensure they are properly categorized, prioritized, assigned, and tracked through resolution.
- Monitor ticket queues to ensure users receive timely responses and resolutions in accordance with established SLAs and Government support requirements.
- Ensure troubleshooting steps, root causes, resolutions, and relevant technical information are accurately documented within the ticketing system.
- Review closed tickets for completeness and quality of resolution documentation.
- Coordinate with Tier 1 support teams, system administrators, developers, engineers, and other technical SMEs when issues require additional escalation.
- Identify recurring, widespread, or emerging technical issues and promptly communicate trends to the Project Lead and Government Program/Project Managers.
- Assist with root cause analysis and recommend process, system, or documentation improvements to reduce recurring support issues.
- Track helpdesk performance and provide information for status reports, metrics, trend analysis, and project reviews.
- Maintain effective communication with end users throughout the troubleshooting and resolution process.
- Provide technical guidance and mentorship to other helpdesk and support personnel.
- Assist the project team with developing and maintaining Job Aids, Frequently Asked Questions (FAQs), knowledge base articles, troubleshooting guides, and other user training materials.
- Incorporate lessons learned from helpdesk tickets into training and support documentation.
- Support continuous improvement initiatives designed to increase first-contact resolution, reduce ticket backlog, and improve the overall user experience.
QUALIFICATIONS:- United States Citizen with a DoD Secret clearance.
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field; equivalent relevant experience may be considered.
- 5+ years of IT helpdesk, service desk, desktop support, application support, or technical support experience.
- Demonstrated experience providing Tier 2 or Tier 3 technical support in an enterprise environment.
- Experience leading or coordinating helpdesk/service desk operations, including ticket assignment, escalation, and resolution.
- Experience working with enterprise IT Service Management (ITSM) or ticketing systems.
- Strong understanding of incident management, escalation procedures, ticket lifecycle management, and SLA requirements.
- Demonstrated ability to troubleshoot complex application, account, access, configuration, and end-user issues.
- Experience documenting technical resolutions and developing knowledge base or user support documentation.
- Ability to identify trends and recurring problems through ticket analysis.
- Strong customer service, communication, and interpersonal skills.
- Ability to communicate technical information effectively to both technical and non-technical users.
- Ability to work collaboratively with Government stakeholders, project leadership, technical teams, and end users.
DESIRED QUALIFICATIONS:- Previous experience supporting a federal Government helpdesk or service desk environment.
- Experience supporting identity, access management, account management, authentication, or identity governance systems.
- Familiarity with federal identity and access management concepts and environments.
- Experience working with Government IT organizations and geographically distributed users.
- Experience developing FAQs, Job Aids, knowledge articles, troubleshooting procedures, and end-user training materials.
- Familiarity with ITIL principles and IT service management best practices.
- ITIL, CompTIA Security+, HDI, or other relevant technical/service management certification preferred.
PHYSICAL REQUIREMENTS & ENVIRONMENTAL CONDITIONS - Inside office environment.
- Working on a computer for long periods of time.
- May involve long period of sitting at a desk.
- The work environment is fast-paced and sometimes involves extreme deadline pressures.
OTHER DUTIESThis job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
