What are the responsibilities and job description for the Help Desk Lead position at BTS Software Solutions?
Help Desk Lead
BTS Software Solutions, is seeking a Help Desk Lead. This will be hands-on, customer-facing role that operates as part of a team. This is an exciting opportunity that offers the ability to work with passionate people, the opportunity for growth, and a real ability to make a significant impact on business.
Location : Columbia, MD
Clearance : TS / SCI with Polygraph required
Primary responsibilities include :
- Managing a small team of Help Desk professionals
- Triaging and remediating tickets
- Handling ticket escalations
- Generating reports and conducting analysis of Help Desk activities
- Communicating with technical and functional teams to remediate issues
- Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
- Supporting configuration management process
- Drafting and delivering end user communications, briefings, and creating / maintaining a help desk knowledge base
Experience, Skills / Abilities, and Education :
Pay Range : $130,000 to $170,000
The BTS pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Our approach to crafting offers considers various factors to establish an equitable and competitive compensation package. These considerations include, but are not limited to, the extent and intricacy of the role's responsibilities, the candidate's educational background, their work experience, and the specific competencies crucial for success in the role
About BTS :
BTS Software Solutions is a Service-Disabled Veteran Owned Small Business who are community-focused innovators who transform ideas into technology to serve people. We recognize that innovation is only valuable when applied towards a needed solution. Technology has no value without the hard work to turn ideas into reality. Our roots are in helping save Soldiers' lives through technology. We bring that ethos to serving our community. We create solutions that touch people's lives - products to communicate, to connect companies with customers, to stay informed, to save lives, and to enhance lives.
We have a small company persona with a large company ethos and capabilities; we create elegant solutions for complex problems that will enrich people's lives. BTS offers one of the best benefits packages in the industry : 100% Company PAID health benefits, PTO, 401K matching and vested
Salary : $130,000 - $170,000