44 Lead Helpdesk Specialist Jobs in Washington, DC
SORT BY
A
A
A
G
G
I
I
U
C
G
A
B
N
N
A
S
R
A
B
C
C
3
U
P
Lead Helpdesk Specialist
$67k-84k (estimate)
Full Time | Business Services
2 Weeks Ago
Government Tactical Solutions is Hiring a Lead Helpdesk Specialist Near Washington, DC
Responsibilities
This applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
- This vital position is responsible for providing advanced direct support to end users onsite and remote, and tracking all Help Desk metrics every week, including new/open incidents, classification of incidents by tier and assigned group, and number of resolved instances.
- Receive customer Help Desk phone calls, service requests and in-person walk-ins.
- Process Help Desk tickets with the Helpdesk Staff/Specialist serving as the single point of contact for support for the end user.
- Provide direct production support services for application users by responding to operational problems that are funneled to the team via the customer’s helpdesk ticketing system, ServiceNow.
- Work with the functional areas of the PTT IT team, as well as junior Helpdesk staff, to provide Tier 2 and 3 customer support.
- Responsible for maintaining FAQs for questions or queries from users and SOPs for common issues encountered during the support process with detailed analysis and resolution steps.
- Associate degree and 7 years of relevant experience
- Experience with the ServiceNow ticketing system is required.
- Ability and flexibility to support a rotating 24/7 schedule.
- Ability to work 100% onsite at GSA Headquarters in Washington DC
- Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
- Azure AD (portal) administrator skills, Windows 11 management, basic networking, Wi-Fi / ethernet troubleshooting,
- Excellent Microsoft Office skills (Word, Excel, and other applications)
- Knowledge of G Suite applications (Sheets, Docs, Slides) a plus
- Ability to train end users on frequently asked technical issues.
- Ability to provide technical assistance and support over the phone.
- Friendly presence, helpful attitude, good interpersonal skills, empathy, and ability to work well with others.
- Strong analytical skills with the ability to visualize a problem or situation and think abstractly to solve it.
- Highly detail, productivity and customer service oriented.
- Adaptability, flexibility, and ability to deal with ambiguity and change.
- Effective communication and collaboration skills.
- Sound business ethics, including the protection of proprietary and confidential information.
- Ability to work with all levels of internal staff, as well as outside clients and vendors in a fast-paced environment.
- Skilled communicator with clients and employees.
- Ability to obtain and maintain a Public Trust
This applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Business Services
SALARY
$67k-84k (estimate)
POST DATE
06/13/2024
EXPIRATION DATE
07/05/2024
WEBSITE
govtact.com
HEADQUARTERS
OAK HILL, VA
SIZE
25 - 50
FOUNDED
2009
CEO
JORDAN DOWNEY
REVENUE
<$5M
INDUSTRY
Business Services
Related Companies
Show more
Similar Jobs
Popular Articles
Top 10 Things to Avoid Putting on a Job Application
Read Article
How to Describe Your Education in a Resume
Read Article
How to Write a Memorable Cover Letter in 5 Ways
Read Article
4 Personal Finance Tips to Make During Job Transition
Read Article
4 Best Camera Setups for Interview
Read Article
Keeping a Job Search Journal: 9 Types of Journaling You Can Do
Read Article
