IT Help Desk Manager

LCI is seeking dedicated IT Help Desk Manager to support a long-term contract with the US Patent and Trademark Office (USPTO). These roles are critical in maintaining Tier I and Tier II information technology related help desk duties through phone and email support. Provide support for members of USPTO in carrying out the agency’s mission, including working on proprietary software and systems.

Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.

Duties & Responsibilities

• Analyze and resolve network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.

• Create service desk tickets utilizing ticketing software and ensure proper ticket escalation and resolution.

• Maintain and troubleshoot business line applications which could include remote installation or redeployment of software.

• Install and maintain the following products, as directed: Cisco AnyConnect, Cisco WebEx, Microsoft including Office, Bit Locker, etc.

• Provide technical support over the phone and/or via email.

• Implement solutions based on client needs, such as ensuring that all hardware and software work properly is installed or deleted as needed.

• Troubleshoot client computer equipment, ensuring it runs correctly, and recovers any lost or accidentally deleted data when/if possible.

• Meet customer needs and ensure customer satisfaction.

• Use standard operational procedure documentation to assist customers. Work with team members to establish and maintain documentation.

• Escalate process and policy issues as needed.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor

• Associate degree or higher in information technology or related field; or high school diploma and relevant information technology certification(s)/training/years of experience in place of degree.

• 5-10 years of supervisory in information technology environment.

• Must be able to pass federal background investigation and obtain a Public Trust.

Skill & Certification Requirements

• Technical experience with current network hardware, protocols, and standards.

• Application support experience.

• Knowledge of applicable data privacy practices and laws.

• Excellent troubleshooting skills.

• Proficiency in Word, Excel, Outlook, database management.

• Exceptional customer service and interpersonal skills with the ability to communicate effectively, both verbally and in writing with end users in a pleasant and helpful manner in high stress situations.

• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines/priorities.

• Experience working in a team-oriented, collaborative environment.