What are the responsibilities and job description for the Enterprise Service Desk Shift Lead - Days position at Aleut Federal?
ABOUT ALEUT FEDERAL
At Aleut Federal, we believe the company and its mission is just as important as the job you are applying for. Aleut Federal is an Alaskan Native-owned enterprise that aims to support our “Shareholders,” the Unangax, the indigenous people of the Aleutian Islands of Alaska. People are at the core of everything we do. We support our Shareholders by providing excellent service and quality results to our clients and the various branches of the federal government. We engage in local markets, so community service is embedded in our process.
Position Summary:
The Enterprise Service Desk Day Shift Lead guides and directs a small team that provides customer service to 40,000 Enterprise users to ensure account issues are identified and resolved promptly.
Responsibilities:
- Manage schedule and coverage of assigned shift workers.
- Ensure delivery of Tier 1, Service Desk Level I support which consists of Creating tickets, performing initial troubleshooting, and documenting the steps taken to resolve an incident.
- Provide basic knowledge and support on Microsoft operating system and common applications such as Office; diagnose and resolve client level issues
- and knowledge of networking principles, hardware components and exchange, and use of common ITSM and ITIL service support tools.
- Track all assigned and created tickets through resolution.
- Identify and resolve computer system malfunctions and operational problems.
- Contribute to Knowledge Base (KB) articles after incidents are resolved.
- Contribute data and reporting to monthly metrics on service tickets.
- Provide customer satisfaction surveys when incidents are resolved.
- Identify and contribute to resolution of recurring incidents and coordinate escalation with higher Tier support levels when ticketed incidents exceed
- service desk capabilities to resolve.
- Monitor, comply with and contribute to Standard Operating Procedures (SOP) documentation.
- Create user accounts using enterprise tools such as DRA (NetIQ).
- Provisioning Jabber accounts and VOIPs.
- Assign personnel to book AF gateways for VTC Bridging.
- Monitor network and core service outages impacting users.
Requirements:
- High School Diploma with 6-9 years (or commensurate experience).
- Verified DoD Top Secret clearance with SCI eligibility on day one.
- Experience leading small teams.
- Experience with a service ticketing system, Service Now or Remedy.
- Must have current CompTIA Security CE certification.
- Excellent client management skills.
- Excellent oral and written communication abilities.
- Ability to multi-task
Preferred:
- Experience in a managerial or supervisory role.
- CompTIA A CE certification.
- ITIL 4
Salary Range: $67,000 to $72,000
Work Schedule: This position will supervise the day shift, primarily responsible for M-F, 0600-1400
We will accept applications for this position until 02/03/2025
Aleut offers the following benefits to eligible employees:
- Health insurance
- Dental/Vision insurance
- Paid Time Off
- Short- and Long-Term Disability
- Life insurance
- 401k and match
Aleut Federal, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or genetics. In addition to federal law requirements, AF complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. AF prohibits workplace harassment based on race, color, sex, religion, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.
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Salary : $67,000 - $72,000
