Service Desk Lead

Job ID 18-00304

Industry Computer/IT

Job Type Contract

Location Arlington, VA


Candidates must have active Dept of Defense Top Secret or Secret Clearance


Mandatory Job Requirements:   CompTIA Security + or A+

Job Summary
5-year contract supporting the Department of Defense (DoD) in Arlington, VA, Service Desk Lead/call center, where line analysis and troubleshooting for application specific issues are reported for highly visible and high-profile government contract. The Help Desk Lead will be responsible for the following:

- Participate in transition from current IT Service Management system to BMC Remedy
- Resolve Tier 0, I, II, and III level application system inquiries, requests, and incidents by 
- Effectively transfer cases to other support groups and escalate to the next appropriate tier level
- Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily
- Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, USB, Weekly Ticket Tag-Up, Weekly Implementation Call on a rotational basis as necessary
- Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
- Document, maintain, and store specific information, including as-built diagrams, rack layouts, interconnectivity diagrams, data flow diagrams, AD documentation, and SOPs/Job Aides
- Perform as Subject Matter Expert for the application, functional user roles and service desk processes and procedures
- Support focus teams or specialized projects to promote rapid improvement turnaround
- Maintains a professional and pleasant manner using proper customer service skills via (telephone and/or email) 
- Operate a 24x7x365 Service Desk

Essential Functions
- Ability to support a fast paced and agile learning environment
- Ability to demonstrate excellent communication skills, both verbal and written to support incoming customer support calls and emails 
- Analytically inclined with attention to detail and accuracy and consistent follow-through to assure problems are resolved with the ability to respond to last minute requests
- Ability to identify and articulate key information in an efficient and timely manner. 
- Ability to exercise discretion and independent judgment when handling situational occurrences
- Analyzes and recommends alternative solutions to meet customer needs
- Builds credibility and trust with customers 
- Identifies areas of opportunity to improve customer satisfaction.  
- Must have excellent multi-tasking and time management skills 
- Supports the team process and participates on cross-functional teams 
- Responsible for handling after-hours on call support (when necessary)


Required Qualifications:
- Required Education High school diploma, or in lieu of education, 3–5+ years' experience (The minimum experience for this position is 4 years of relevant experience in a Service Desk environment.)
- CompTIA Security + or A+
- All applicants must be U.S. Citizens and have a current security clearance (NACLAC) eligibility, day one and prior to entry on duty. 

Desired Qualifications: 
- HDI Certification Desired
- Proven experience in ongoing support of client specific application systems
- Experience and ability to export and manipulate data to create and support reports. 
- Experience using ticketing software such as Service Now, Service Desk Manager, or BMC Remedy with a thorough understanding of ITIL best practices
- Experience supporting intermediate level Microsoft Office core applications, Microsoft Internet Explorer, Microsoft SharePoint, Java and Acrobat Adobe
- Physical Requirements lifting and/or pulling up to 40lbs.; sitting, bending and standing 
- The equipment used in this position includes but is not limited to; computers, servers, network devices
- Availability to travel if necessary