RES Help Desk Supervisor (Remote)

Govcio LLC

1d•Remote

About The Position

GovCIO is currently hiring for RES Help Desk Supervisors. These positions will be a fully remote positions within the United States. The RES Help Desk Supervisors oversee Help Desk Engineers who perform daily activities that are vital to the operation and support of Veteran Affairs for a new system acting as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to the new software/hardware. The supervisor will support the team as they facilitate user adoption by conducting training, writing documentation, and ensuring system uptime through prompt, professional, and courteous technical support. There are two shifts for the HD Supervisor: 7am Est to 4pm Est and 10am Est to 7pm Est.

Requirements

Bachelor's degree with 5-8 years (or commensurate experience)
Minimum of 2 years of experience supporting public-facing helpdesk or equivalent
At least 5 years total professional experience
Proficiency in MS Word, Excel, and PowerPoint
Organized, self-directed, and able to work with minimal supervision
Strong understanding of help desk and ticketing system (ServiceNow)
Strong communication skills for professional interactions with end users and stakeholders
Customer-centric approach to resolve issues efficiently while maintaining user satisfaction
Ability to work with cross-functional teams, including project managers, developers, and IT staff
Dependability for providing support during designated hours, ensuring timely response and resolution
Strong understanding of IT systems, troubleshooting protocols, and familiarity with [Insert System Type, e.g., Windows/macOS, cloud software, etc.]
Excellent verbal and written communication skills to explain technical processes to non-technical users.
Strong analytical skills to diagnose issues.
Previous experience in a help desk or IT support role.
Ability to obtain and maintain a Suitability for Public Trust clearance.

Responsibilities

Oversee Help Desk Engineers performing daily activities vital to the operation and support of Veteran Affairs for a new system.
Act as the primary support contact, responsible for troubleshooting, documenting, and resolving technical issues related to new software/hardware.
Support the team in facilitating user adoption by conducting training and writing documentation.
Ensure system uptime through prompt, professional, and courteous technical support.
Serve as the initial point of contact for HD Engineers supporting end-users regarding the new system, providing support via phone, email, or in-person.
Develop, maintain, and conduct training sessions and user manuals.
Diagnose, troubleshoot, and resolve issues related to the new system, including software glitches, access problems, and integration issues.
Log all inquiries in the ticketing system, tracking issues from initiation to resolution to identify recurring issues and improve system performance.
Assist with user account setup, permissions, and system configurations.
Ensure the new system is properly updated.
Escalate complex, unresolved issues to developers or tier 2 IT support with detailed documentation.
Maintain up-to-date documentation on user procedures, FAQs, and system known-issues.