Helpdesk Manager

Desktop Support, Development, Diagnostic, Hardware, Help Desk, Manager, Management, Networking, Networks, PC, Peripherals, Project, Research, Security, Technician, Testing, VPN, Windows
Full Time, Full-Time/Regular
Telecommuting not available Travel not required

Job Description


Smartronix, Inc., is an information technology and engineering solutions provider specializing in Cloud Computing, Cyber Security, Health IT, Network Operations, and Mission-Focused Engineering.

Smartronix is seeking to hire a Help Desk Specialist to troubleshoot computer problems, perform hardware and software diagnostics, coordinate needed repairs, resolve computer system problems, including coordination between users and components of a local area network, and participate in the evaluation of system configuration and software.

Responsibilities:

Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Supervises operation of help desk and serves as focal point for customer concerns. Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Provide technical assistance to computer
users. Answer questions or resolve computer problems for clients in person, or via telephone or electronically. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Acts as the overall lead, manager and administrator for the contracted effort. Serves as the primary interface and point of contact with Government program authorities on technical and program/project issues. Oversees contractor execution of the contract requirements. Manages acquisition and employment of program/project resources. Provides support to distributed PC/networking environment including installation, testing, repair, and troubleshooting for stand-alone PCs, PCs linked to networks, printers, and other computer peripherals. Support responsibilities include software installation, and configurations. Performs technical, operational, and training support to users of personal computers either by
telephone, or on-site for PC desktop hardware and software packages. Job duties require to install and test personal computers, printers, and other peripherals, configure operating system, load shrink-wrap programs and other application software programs.

Required Skills
Demonstrated knowledge of deploying computer hardware and software.

Demonstrated knowledge of a range of diagnostic utilities.

Demonstrated progressive experience in the management of a technical support team.

Demonstrated experience developing and providing Service Level Agreements and Help Desk deliverables.

Demonstrated knowledge of help desk ticketing systems desired. Knowledge of managed services software desired.

Demonstrated knowledge of Windows 10, 7, Active Directory, Network Basics, VPN Basics, and Mobile Device Basics.

Required Experience
Minimum Experience Required:

Five (5) years of directly related experience supporting help desk Tier 1, Tier 2 and/or Tier 3 operations, preferably supporting a large-scale government customer.

Experience providing technical support for microcomputer hardware, networks, account administration, and office automation software via telephone, as appropriate.

IAT Level II baseline certification in accordance with DoDD 8140.01 "Cyberspace Workforce Management" (or achieve within six months of TOA or hiring)

Microsoft Certified Desktop Support Technician (MCDST).

Minimum Education Required:

BS/BA degree in Computer Science, Information Sciences, or related IT discipline.

Security Clearance: Secret clearance required at time of hire based upon a SSBI completed within the past five years.

Job Location
Arlington, Virginia, United States

Position Type
Full-Time/Regular

US Citizenship Required
Yes
Degree Required
07. B.S.
Clearance Level Required
07. SSBI, 04. Secret

Dice Id : 10102108
Position Id : 1990
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