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Job Description: Help Desk LeadLocation: Washington, DC 20230 Longterm Arena Technical, LLC position Job Description: We are looking for a highly motivated Help Desk Lead who can positively contribute to the overall help desk experience for a government agency in the following areas: · Provide 1st Tier help desk support to all agency staff and members in the VIP list. · Log all incoming problems and requests and actions taken to resolve them according to the agency’s help desk operating procedures. . Attempt to troubleshoot and resolve problems and satisfy initial requests. · Correctly refer unresolved problems to higher level support work groups. · Update the problem record upon problem receipt, resolution, and / or escalation. · Diagnose complex technical issues and involve appropriate resources to speed problem resolution. · Provide follow-up status to end-users in accordance with specified support policies and procedures. · Provide in-depth technical analysis of problems. · Create and manage users accounts for Active Directory and other applications with account management. · Develop and present short technical presentations to other team members or to clients. · Contribute technical solutions to knowledge base. · Ensure closed problems are adequately documented. · Increase personal knowledge of the technical environment with the goal of increasing first-call resolution rates. · Improve knowledge of, and ability to operate, all support tools and technologies. · Compile and prepare periodic status, performance, and trend reports for management's review. Required qualification: The candidate must demonstrate strong professional experience in the following area: · BA in Computer Science, Computer Engineering, Information System Management or other related IT discipline. · In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems. · At least 5 years direct support to end-users of information systems, or relevant experience in a technical or customer support environment. · Completion of A+ or equivalent computer training. · Demonstrated technical and analytical skills · Proficient with Microsoft Office 2003/2007(Strong Outlook), Adobe Acrobat 8.x or later, Windows XP/ Vista , Internet Explorer/Firefox browser support.. Desired Experience: The following experience will be a plus for the position: · Previous experience with Numera Track-It helps desk system. · MCAS or MOS certification, A+ certification . Prior help desk experience in government
An Equal Opportunity Employer M/F/D/V |
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