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Help Desk Lead

Expired Job

Csra Inc. Washington , DC 20319

Posted 3 months ago

Primary Location

Washington , DC

United States

Job Requisition

RQ25232

Category

Customer Support

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Legacy CSRA employee login

GDIT Is currently seeking a Helpdesk Lead for our program in Washington, DC. This position supports the Government Accountability Office (GAO) in its mission to save all US taxpayers money. Our customer is passionate about their mission and we are tasked with keeping their IT services running smoothly, to help them achieve their goals. The auditors in this 3500 user community are subject area experts in all facets of government and industry best practices. We take great pride in supporting their wide scope of technology needs. This position will report directly to the desk side support manager and will interact with GAO employees and GDIT employees. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently or under immediate supervision.

Qualifications:

  • 10-15 years experience managing large help desk environments with experience in call center management, service desk operations, leading teams and prioritizing tasks and responsibilities as well as developing and enhancing standard operating procedures

  • Demonstrated success in leadership, customer service and relationship building

  • Candidate must have extensive experience managing and meeting or exceeding SLAs (service level agreements)

  • Candidate must have extensive experience preparing contract deliverables (e.g, monthly status reports, help desk trending statistics, and SOPs (standard operating procedures)

  • Represents company to external and/or internal customers, answering product or service-related questions.

  • Provide customer assistance and problem resolution to a wide variety of customers across business areas.

  • Responds to non-routine customer calls, email and web inquires, providing a single point of contact for problems.

  • Education: Demonstrated tech experience. Associate's degree in technology or Bachelor's in any field, or the pursuit of such degree, is preferred but not required;

  • Help Desk Institute or Service Desk Institute certification desired ITIL Foundations certification desired

  • Demonstrated initiative with a strong sense of urgency and purpose;

  • Strong attention to detail;

  • Aptitude and drive for learning new technology;

  • Ability to handle multiple tasks and effectively manage assigned workload;

  • Ability to complete multiple projects simultaneously, and in a timely manner;

  • Capable of working independently and within in a team;

  • A certain degree of creativity and latitude is required;

  • Excellent communication skills (verbal and written) are required

  • Ability to work with users of all technological skill levels throughout the hierarchy of the organization;

  • A strong grasp of basic hardware and network support principles;

  • Must have thorough knowledge of Microsoft Windows and Office software;

  • Candidate is required to have 10 plus years using various call tracking-ticketing systems. Front Range ITSM experience is a plus.

Required

  • U.S. citizens/Green card ONLY due to government or federal requirement

For more than 50 years, General Dynamics Information Technology has served as a trusted provider of information technology, systems engineering, training, and professional services to customers across federal, state, and local governments, and in the commercial sector. Over 40,000 GDIT professionals deliver enterprise solutions, manage mission-critical IT programs, and provide mission support services worldwide. GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Post date: August 21, 2018

Location

  • Thoroughfare (i.e. Street address):

Washington , DC

United States

Location

  • Thoroughfare (i.e. Street address):

Help Desk Lead

CSRA

August 21, 2018

GDIT Is currently seeking a Helpdesk Lead for our program in Washington, DC. This position supports the Government Accountability Office (GAO) in its mission to save all US taxpayers money. Our customer is passionate about their mission and we are tasked with keeping their IT services running smoothly, to help them achieve their goals. The auditors in this 3500 user community are subject area experts in all facets of government and industry best practices. We take great pride in supporting their wide scope of technology needs. This position will report directly to the desk side support manager and will interact with GAO employees and GDIT employees. This position relies on instructions and pre-established guidelines to perform the functions of the job while working independently or under immediate supervision.

Qualifications:

  • 10-15 years experience managing large help desk environments with experience in call center management, service desk operations, leading teams and prioritizing tasks and responsibilities as well as developing and enhancing standard operating procedures

  • Demonstrated success in leadership, customer service and relationship building

  • Candidate must have extensive experience managing and meeting or exceeding SLAs (service level agreements)

  • Candidate must have extensive experience preparing contract deliverables (e.g, monthly status reports, help desk trending statistics, and SOPs (standard operating procedures)

  • Represents company to external and/or internal customers, answering product or service-related questions.

  • Provide customer assistance and problem resolution to a wide variety of customers across business areas.

  • Responds to non-routine customer calls, email and web inquires, providing a single point of contact for problems.

  • Education: Demonstrated tech experience. Associate's degree in technology or Bachelor's in any field, or the pursuit of such degree, is preferred but not required;

  • Help Desk Institute or Service Desk Institute certification desired ITIL Foundations certification desired

  • Demonstrated initiative with a strong sense of urgency and purpose;

  • Strong attention to detail;

  • Aptitude and drive for learning new technology;

  • Ability to handle multiple tasks and effectively manage assigned workload;

  • Ability to complete multiple projects simultaneously, and in a timely manner;

  • Capable of working independently and within in a team;

  • A certain degree of creativity and latitude is required;

  • Excellent communication skills (verbal and written) are required

  • Ability to work with users of all technological skill levels throughout the hierarchy of the organization;

  • A strong grasp of basic hardware and network support principles;

  • Must have thorough knowledge of Microsoft Windows and Office software;

  • Candidate is required to have 10 plus years using various call tracking-ticketing systems. Front Range ITSM experience is a plus.

Required

  • U.S. citizens/Green card ONLY due to government or federal requirement

Washington , DC

United States


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Help Desk Lead

Expired Job

Csra Inc.