Vacancy expired!
ECS is seeking a
Help Desk Specialist - Level II to work in our Arlington, VA office. Job Description: Lead a small help desk team providing hardware and software support to a 600-person Army program. Responsible for ensuring quick and timely responses to customer issues, metrics analysis and process improvement initiatives to improve support quality.- Must maintain a professional and confident approach
- Must be proactive and self-motivated
- Must possess excellent team building skills
- Must be able to build a mutual cooperative relationship with team members and customers
- Maintains help desk ticket queue, ensures priorities and SLAs are met, tracks team progress
- Manages and creates team documentation
- Identifies continual improvements and manages improvement initiatives
- Assists VIP customers with technical issues
- On-site support in Crystal City, VA required
- Bachelor's degree and 4 or more years of progressive experience supporting large IT environments
- Active secret clearance.
- Effective communication, negotiation and interpersonal skills
- Critical thinking skills: the ability to research and understand legal and financial implications
- Excellent reading, writing and language skills
- Experience leading help desk teams, creating help desk processes
- Proven experience with Help Desk tracking systems and metrics reporting
- Help Desk system implementation experience desired
- Security+ Certification
Vacancy expired!