Help Desk Lead
About The Position
Koniag IT Systems, LLC, a Koniag Government Services company, is seeking a Help Desk Lead to support KITS and our government customer in Washington, DC. This opportunity will require the candidate to work onsite in downtown Washington, DC five (5) days per week; Monday through Friday. We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more. We are looking for a highly qualified, experienced and self-motivated individual to perform the duties of a Help Desk Lead to support a potential future business opportunity located in Washington, DC.
Requirements
- Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field
- 5+ years’ overall experience with increasing responsibilities in information systems management
- 3+ years supervisory experience
- Information Technology Infrastructure Library V4 (ITIL 4) certification
- Industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent
- Expert working knowledge of ServiceNow
- Experience in a quality assurance environment that includes, at a minimum, knowledge of customer satisfaction tracking, user complaint and monitoring programs, and quality control programs
- Excellent written and verbal communication skills, including experience in presenting material to senior Government officials
- Proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)
- Candidates must pass a Criminal Background check
Responsibilities
- Be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.
- Lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services.
- Provide support to a customer base of over 3,200 users in a high-profile environment.
- Be required to work onsite in downtown Washington, DC five (5) days per week.
Benefits
- health, dental and vision insurance
- 401K with company matching
- flexible spending accounts
- paid holidays
- three weeks paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
