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Queue Manager For Desktop Team

Expired Job

General Dynamics Information Technology Rockville , MD 20850

Posted 4 months ago

GDIT is seeking a Queue Manager to monitor the Desktop Support Team queue and assign tickets to appropriate resources for troubleshooting and ticket resolution for the National Human Genome Research Institute (NHGRI) within the National Institutes of Health (NIH).

Our team of about 12 Desktop Engineers supports approximately 900 users at NHGRI and works alongside other GDIT staff who provide Scientific Systems Engineering, Infrastructure/ Datacenter Operations and Program Management support.

Job Responsibilities and Functions:

  • Triage the ticket in the queue

  • Ensure all tickets are updated

  • Follow up with the technicians on open tickets

  • Address quick wins

  • Provide on-site technical support for desktop computers and peripherals in a cross platform environment

  • Support will include troubleshooting, repair, and installation of hardware, software, and operating systems for Mac and Windows

  • Provide support of client computing hardware; including, but not limited to hard drive, memory, and peripheral connections

  • Provide support for mobile devices, including Blackberry, iPhone and iPad

  • Setup and configure workstations to be used in diverse environments, while adhering to security requirements and institute directives

  • Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices

  • Provide assistance to clients for general operation of standard supported COTS software

  • Consult with clients and team members to provide hardware and software recommendations

  • Work within help desk ticketing system to document all work performed and communication with clients

  • Prepare equipment for surplus, including secure removal of data

  • Deliver monthly reports to supervisor; project based communications as required

Required Qualifications and Experience:

  • BS in a related field or a combination of four years experience and education.

  • Experience with Windows 7/10 and Mac OS X 10.6/7/8/9/10/11 in an Active Directory enterprise environment

  • Experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms

  • Experience with mobile devices, including Blackberry, iPhone and iPad

  • A+ certification

Desired Qualifications and Experience:

  • Prior queue management experience

  • Prior Help Desk experience

  • Prior ticketing experience, such ServiceNow or Remedy

  • Ability to write clear, concise documentation

  • Ability to provide excellent customer service in person, over phone, through email, and using remote tools

  • Ability to script using batch, PowerShell, VBS, Bash, and/or Perl

  • Endpoint management experience

  • Absolute Manage, Casper, SCCM and Altiris

  • MDM experience (Blackberry, iOS, Android, Microsoft)

  • Certifications: ACSP, Network+, Security+, MCSA, MCP/MTA

  • Experience working at NIH

Attributes for Success:

  • Strong written and verbal communication skills

  • Focus on customer service

  • Desire to work in a team environment

  • Strong work ethic

  • Ability to balance a heavy workload while maintaining high standards

Summary:

  • Position is for full time employment with GDIT
  • Work schedule is Monday
  • Friday
  • Flex schedule will be between core hours of 7:00 am 6:00 pm to ensure customer support

  • Work location will altennate between Fisher's Lane in Rockville, MD (metro accessible via Twin Brook stop) and the NIH Campus (metro accessible via Medical Center stop).

  • Good work life balance

#earlycareer

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: June 27, 2018

Location

  • Thoroughfare (i.e. Street address):

Rockville , MD

United States

Location

  • Thoroughfare (i.e. Street address):

Queue Manager for Desktop Team

CSRA

June 27, 2018

GDIT is seeking a Queue Manager to monitor the Desktop Support Team queue and assign tickets to appropriate resources for troubleshooting and ticket resolution for the National Human Genome Research Institute (NHGRI) within the National Institutes of Health (NIH).

Our team of about 12 Desktop Engineers supports approximately 900 users at NHGRI and works alongside other GDIT staff who provide Scientific Systems Engineering, Infrastructure/ Datacenter Operations and Program Management support.

Job Responsibilities and Functions:

  • Triage the ticket in the queue

  • Ensure all tickets are updated

  • Follow up with the technicians on open tickets

  • Address quick wins

  • Provide on-site technical support for desktop computers and peripherals in a cross platform environment

  • Support will include troubleshooting, repair, and installation of hardware, software, and operating systems for Mac and Windows

  • Provide support of client computing hardware; including, but not limited to hard drive, memory, and peripheral connections

  • Provide support for mobile devices, including Blackberry, iPhone and iPad

  • Setup and configure workstations to be used in diverse environments, while adhering to security requirements and institute directives

  • Support and troubleshoot wired, wireless, and VPN connectivity for desktops, laptops, and mobile devices

  • Provide assistance to clients for general operation of standard supported COTS software

  • Consult with clients and team members to provide hardware and software recommendations

  • Work within help desk ticketing system to document all work performed and communication with clients

  • Prepare equipment for surplus, including secure removal of data

  • Deliver monthly reports to supervisor; project based communications as required

Required Qualifications and Experience:

  • BS in a related field or a combination of four years experience and education.

  • Experience with Windows 7/10 and Mac OS X 10.6/7/8/9/10/11 in an Active Directory enterprise environment

  • Experience with hardware troubleshooting, installation, and configuration on Mac/PC platforms

  • Experience with mobile devices, including Blackberry, iPhone and iPad

  • A+ certification

Desired Qualifications and Experience:

  • Prior queue management experience

  • Prior Help Desk experience

  • Prior ticketing experience, such ServiceNow or Remedy

  • Ability to write clear, concise documentation

  • Ability to provide excellent customer service in person, over phone, through email, and using remote tools

  • Ability to script using batch, PowerShell, VBS, Bash, and/or Perl

  • Endpoint management experience

  • Absolute Manage, Casper, SCCM and Altiris

  • MDM experience (Blackberry, iOS, Android, Microsoft)

  • Certifications: ACSP, Network+, Security+, MCSA, MCP/MTA

  • Experience working at NIH

Attributes for Success:

  • Strong written and verbal communication skills

  • Focus on customer service

  • Desire to work in a team environment

  • Strong work ethic

  • Ability to balance a heavy workload while maintaining high standards

Summary:

  • Position is for full time employment with GDIT
  • Work schedule is Monday
  • Friday
  • Flex schedule will be between core hours of 7:00 am 6:00 pm to ensure customer support

  • Work location will altennate between Fisher's Lane in Rockville, MD (metro accessible via Twin Brook stop) and the NIH Campus (metro accessible via Medical Center stop).

  • Good work life balance

#earlycareer

Rockville , MD

United States


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Queue Manager For Desktop Team

Expired Job

General Dynamics Information Technology