Lead Service Desk Specialist

On-site: Arlington, VA

 

IPTA is passionate about providing our customers with technical solutions that satisfy their business needs. Through collaborative interactions with customers, team members, subject matter experts (SMEs), technical leaders, and partners we design practical solutions that solve real problems for major government and business organizations. As a member of our Technology Solutions group, you will work with a team of technologists focused on delivering innovative business solutions using emerging technologies through proven successful methods.

 

Our Team

 

About

We are looking for talented people who are enthusiastic about applying technology to deliver innovative outcomes with "fierce determination, fearless integrity, and passionate service." Our belief is that our people are the key to success. By encouraging and enabling continued learning, our team members grow to achieve their personal career goals.  We are looking for:

• Smart people with a passion for technology
• Ability to solve challenging technical business problems
• Self-directed professionals
• Hunger to continually learn and grow 
  
  

Responsibilities

• Open a trouble ticket or service order in the installation trouble ticket database terminal for all trouble and service requests received
• Forward all communications trouble tickets to the appropriate work center or service queue for fault isolation, problem resolution, or work request completion
• Follow all Standing Operating Procedures and create new procedures as the need arises and with prior approval from government leads
• Provide O&M assistance to users
• Use common techniques to test and analyze computer malfunctions; perform customer service help desk duties; provide technical assistance to local functional users to minimize operation disruptions; and provide guidance and informal training so users understand the relationship between system and network
  
  

Requirements

• Bachelor's degree in a related field
• Ten (10) years of prior experience in a similar role
• Strong communication and organizational skills
• IAT or IAM Level I certification
• Active Security Clearance
  
  

IPTA is an Equal Opportunity/Affirmative Action employer.  We are committed to providing equal employment opportunity to all qualified employees and applicants for employment.  The Company does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, national origin, age, physical disability, mental disability, medical condition, status as a veteran or disabled veteran or any other characteristic protected by law.  We base all employment decisions, including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, lay-offs, returns from lay-off, terminations, and social and recreational programs on the principles of equal employment opportunity. 

  

Our employees have diverse backgrounds, skills, and ideas that collectively contribute to a rich working environment and greater opportunity for innovation.

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