Helpdesk and Support Lead

2018-09-16
GardaWorld Federal Services (www.garda-federal.com)
Other

/yr

  full-time   employee


Mclean
Virginia
United States

GardaWorld Federal Services is looking for a talented and motivated Helpdesk and Support Lead to join our Information Technology team. The Support Lead's primary responsibility is the execution of the Helpdesk service, including Incident and Problem Management.

 

Responsibilities:

  • Utilizes ticket tracking system to document all support incidents
  • Creates and maintains detailed, complete, Helpdesk documentation
  • Reports Helpdesk metrics and performance against KPIs
  • Maintains inventory of hardware, software and support assets
  • Provides tier 1 and tier 2 IT support
  • Enforces IT standards and educates employees about compliance issues
  • Other duties as assigned

Requirements:

Qualifications:

  • Demonstrated Customer Service & Troubleshooting skill-sets
  • Capability to self-motivate, work independently and taking ownership of job responsibilities
  • Communicates effectively both across functions and to internal IT management
  • The ability to balance and prioritize multiple projects and remain calm under pressure
  • 2-5 years of Incident and Problem Management experience

Additional Preferred Qualifications:

  • Experience with deployment of services within Microsoft Azure
  • Familiarity with the Samanage help desk software

Education:

Travel:

0 - 10%