What are the responsibilities and job description for the Help Desk Lead TS / SCI with Polygraph position at Distributed Solutions, Inc.?
Distributed Solutions, Inc. (DSI) is seeking a Help Desk Lead. DSI is a growing small business dedicated to providing superior automation tools and consulting services that can positively impact the success and delivery of government-to-citizen services essential to a thriving democracy. We are seeking candidates looking to engage in a work life that matters and brings direct value to their personal lives, families, communities, nations, and the world. DSI’s unique organizational structure fosters a collaborative and cross-functional culture, allowing employees to ’wear multiple hats’ and gain valuable exposure to all facets of the organization and the software development lifecycle. The rapidly changing nature of the industry and market needs keeps work interesting and allows individuals to proactively identify areas within the organization where they wish to specialize, excel, and provide value to external clients and internal company initiatives. DSI’s entrepreneurial spirit and open-door policy with Executive Management results in a highly rewarding work environment focused on teamwork, creativity, and customer solutions. The ideal DSI team member is a self-starter with effective problem-solving skills, excellent written and verbal communication, and a curiosity for new challenges and experiences. Additionally, candidates will ideally have the knowledge that highlights their critical thinking skills, lifelong learning habits, and effective presentation skills to help team members and clients understand issues, opportunities, and proposed solutions. The Helpdesk Lead is responsible for providing professional and efficient helpdesk support. A strong customer service mindset is the key to succeeding in this role. This hands-on team lead will assist with standardizing helpdesk services and procedures and streamlining any discovered inefficiencies. This person will play a key role in the continued development of the Helpdesk team. Job Requirements : Develop and maintain a fundamental understanding of Federal Acquisition Regulation (FAR). Utilize a ticket tracking system to document all support incidents. Creates and maintains detailed and complete Helpdesk documentation. Reporting of metrics and KPIs for the Helpdesk. Identify opportunities for automation and assist with developing automation systems to address those opportunities. Participation in research, planning, scoping, implementation, and ongoing support for project support. Participation in maintaining inventory of hardware, software, and support assets. Capability to self-motivate, work independently, and take ownership of job responsibilities. On-point, genuine interpersonal and written communication skills. Demonstrated Customer Service & Troubleshooting skill sets. The ability to balance and prioritize multiple projects and remain calm under pressure. Experience working with multi-tiered ticket handling / resolution systems. Provide tier 2 and tier 3 IT support. Collaborate with DSI dev ops and develop tickets. Enforces IT standards and educates employees about compliance issues. Performs other related duties as assigned. Required Experience : Active TS / SCI with polygraph 2 years prior of documented work experience as Helpdesk Lead. Understanding of Ticketing Systems. Experience with logic structures. Demonstrated analytical capabilities. Ability to collaborate with internal and external customers. Ability to work in a team-oriented environment for a matrixed organization. Excellent verbal and written communication skills. Desired Experience : Knowledge of the Federal Acquisition lifecycle or commercial contracting Knowledge of Federal financial systems or commercial accounting Experience with Federal government contracting and / or program office organizations DSI is a leading provider of knowledge-driven software solutions and subject matter consulting services that address the needs of acquisition professionals. We offer a fun, casual, collaborative working environment for individuals interested in conquering technology barriers, learning by doing and taking pride in developing superior software manufactured in the USA. Distributed Solutions, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. Powered by JazzHR
