What are the responsibilities and job description for the Lead Help Desk Specialist - (Remote) position at Totally Joined For Achieving Collaborative Techniques, LLC?
About Us:
Totally Joined For Achieving Collaborative Techniques (TJFACT) is a minority-owned, CVE-verified Service Disabled Veteran Owned Small Business (SDVOSB) performance driven professional services government contracting company that provides a broad spectrum of services and solutions to the U.S. government agencies and organizations.
About the Position:
TJFACT is seeking to hire a well-versed Lead Help Desk Specialist (Remote) in Washington DC to support the Internal Revenue Service - IRS.
Please note that this role is contingent upon award.
Duties and Responsibilities:
- Serve as the central point of contact for the management of all work performed.
- Coordinate efforts of subcontractors, team members, and other contractors under the direction of the Government Program/Project Manager.
- Supervise technical and administrative staff, including subordinate managers, ensuring all tasks are completed effectively.
- Provide oversight and workload management for IT Service Desk assigned Contractor resources.
- Assign, monitor, and adjust schedules to meet objectives and goals.
- Negotiate and make binding decisions for the company.
- Troubleshoot and resolve problems related to desktop and laptop computers, software, and hardware.
- Apply customer service and support principles, including systems installed in customer organizations, training methods, and problem resolution.
- Proficiently install and troubleshoot primary and peripheral computer software and hardware remotely.
- Develop, review, and maintain policies, plans, procedures, processes, schedules, guidance material, and standards.
- Ensure compliance with corporate and government policies and standards.
- Administer and document subcontractor deliverables and financial activities.
- Assure the quality of task products, services, and deliverables by participating in reviews, audits, and site visits.
- Research and verify data in monthly status reports, including balances, costs, funding, and cost management.
- Attend and actively participate in meetings, working sessions, and training as requested by the IRS.
- Provide feedback on knowledge articles and processes related to IRS asset management systems.
Required Qualification:
- U.S. citizen
- At least 5-7 years of experience in relevant roles, including team leadership.
- Proficiency with:
- Aternity software
- ServiceNow applications and software
- eGain applications
- Bomgar software
- Microsoft Office products
- Apple iOS software
- Demonstrated supervisory and independent work skills with strong team leadership capabilities.
- Proficiency in laptop/desktop computers, operating systems, and hardware technologies.
- Strong customer service skills, both oral and written.
Preferred Qualifications:
- Bachelor's degree from Accredited Institute.
- Proven experience in a senior management role responsible for coordinating IT service desk operations.
- In-depth knowledge of business operations as related to the service desk environment and systems.
- Experience in developing and maintaining technical documentation, policies, and standards.
- Ability to participate in technical reviews and audits, ensuring deliverables meet high-quality standards.
- Strong background in financial and budgetary oversight for project activities.
Benefits:
- Medical, Vision and Dental Insurance
- 401-K plus match
- Paid Vacation days
- Paid holidays
- Short Term and Long-Term Disability
- Voluntary Term Life
TJFACT is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability. EOE/Minority/Female/Disabled/Veteran. We reserve the right to modify or revise the job descriptions in part or in its entirety. Reasonable accommodations will be made in accordance with governing law.
