Description
Join GDIT's US Battlefield Information Collection and Exploitation System eXtended (US BICES-X) program as a Lead Coalition Support Service Desk. This role involves managing and maintaining the Coalition Support Service Desk, providing Tier 0-1 user and systems support, incident response, and escalation.
Responsibilities:
- Provide direct supervision to help desk technicians across multiple locations.
- Offer customer support supervision and leadership to Tier 0-1 teams.
- Screen and diagnose internal inquiries and work requests related to PC maintenance and systems.
- Coordinate support with other functional leads for quick issue resolution.
- Document incidents and work orders with detailed break-fix steps and resolutions.
- Develop and update local work instructions and standard operating procedures.
- Provide metrics reporting and trend analysis to maintain quality support and service level agreements.
- Install, configure, and upgrade computer hardware and software.
- Troubleshoot and support end-user software.
- Apply advanced diagnostic techniques to identify problems and recommend solutions.
- Provide phone and help-desk support for local and off-site users.
- Guide and train less-experienced technicians.
- Analyze customer needs to determine requirements and improvement opportunities.
- Maintain current knowledge of relevant technologies and processes.
- Participate in special projects as required.
- Monitor service queues and ticket quality, communicating with service support technicians and escalating problems as needed.
Shift work is required.
Requirements:
- 5 years of experience in help desk operations.
- Bachelor's degree or equivalent experience.
- Secret clearance and ability to obtain TS/SCI clearance.
- IAT Level 2 or higher.
- Ability to obtain ITIL V4 within 120 days of hire.
- Experience with ITSM tools like Service Now, Microsoft MECM.
- Experience with user account creation and management, incident management procedures, and Microsoft Office applications.
- Strong communications and technical writing skills.
Preferred Qualifications:
- ITIL V4 or greater certification.
- Experience with customer support, incident management, and information.
The likely salary range for this position is $85,000 - $115,000.