Koniag Government Services · 2 days ago

IT Help Desk Specialist IV (Manager)

Silver Spring, MD

Full-time

Onsite

Senior Level

5+ years exp

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Responsibilities

Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems.

Creates and manages escalation procedures and ensures service levels are maintained.

Documents, tracks, and monitors problems to ensure resolution in a timely manner.

Has authority for personnel actions and oversees most day-to-day operations of the group.

Familiar with a variety of the field's concepts, practices, and procedures; understands and capable of executing the technical and support activities of support specialists.

Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks.

Qualification

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Windows endpoint administrationCompTIA A+Apple device supportITIL foundationsHelp desk institutePublic trust clearanceCustomer serviceProblem-solving

Required

BS/BA degree in a related area (or equivalent). If the candidate does not possess the identified degree, for a BS/BA degree the candidate can substitute additional four (4) years of equivalent work experience related to the duties being performed under this contract.

5 years of demonstrated experience managing Service Desk personnel experience in a similar environment.

3 years of demonstrated experience performing the duties/responsibilities of Service Desk personnel in a similar environment.

Demonstrated training or experience in customer service techniques

Windows endpoint administration and management (CompTIA A+) certification or Apple Device Support certification

ITIL Foundations certification

Help Desk Institute certification (HDI Support Center Director (HDI-SCD)) or equivalent

Must be physically able to lift or move heavy objects (e.g., servers, workstations, network equipment, large wall-mounted monitors, large printers, etc.)

Must have the ability to obtain a Public Trust clearance