Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Expert

Experience required

5 years minimum

Working hours

Regular working hours

Job source

www.clearancejobs.com

Tech stack

Routing Data Logging Software Troubleshooting Information Technology

Job description

• Experience in leading customer-facing IT support; receiving, logging, routing, resolving, and tracking trouble calls;
• Experience in hardware/software troubleshooting; technical guidance; service-level performance; reporting; and customer satisfaction.
• Oversee and lead a team of Service Desk personnel. Deploy technicians and assign tasks based on skills needed to remedy individual events and incidents.
• Training Service Desk personnel to optimize their performance for customer satisfaction and provide on-going training for continued development.
• Manage tickets and queues. Monitor dashboards for customer requests and incidents, customer satisfaction, and first call resolution; incoming phone calls; and email queues.
• Work with leadership to support interviewing, orientation, and onboarding
• Implement solutions based on client needs, such as ensuring that all hardware and software works properly and is installed or deleted as needed.
• Monitor systems and network to ensure proper management of information technology.
• Use documentation within the knowledge base to assist end users and work with team members to establish and maintain documentation.

Requirements

• Bachelor’s degree and 5+ years of related work experience
• DoD 8140 certifications
• Service desk experience in a DoD envoicenment
• TS/SCI eligibility
• Highly organized with attention to detail and accuracy, and the ability to effectively troubleshoot and prioritize meeting multiple deadlines.
• 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.
• Experience working in a team-oriented, collaborative environment.

Apply for this position

This job is hosted externally. Click below to view the full posting and apply.

Apply on www.clearancejobs.com

Prepare application

• Draft this with your agent
• Open in Claude
• Open in ChatGPT
• Copy prompt