Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
IIA a Mid Tier Government Contractor is currently looking for Help Desk Support Specialist to work in Weaverville, NC.
The primary responsibility for this position is to provide technical support to end users in a desktop, server and infrastructure environment. Strong analytical, and problem-solving skills are needed to be successful in this position.
Major Duties and Responsibilities:
· Responsible for diagnosing and resolving Tier 1 and 2 issues.
· Installation, Implementation and Administration of Microsoft System Center Suite (Configuration Manager, Operations Manager, DPM, etc.)
· Some knowledge of advanced troubleshooting and administration of Windows based applications, Operating Systems (Desktop and Server) and Server Roles (AD DS, DHCP, DNS, DFS, File & Print Server, etc.)
· Application and operating system maintenance and upgrades
· System backups and restoration
· System security and functional testing on both unclassified and classified systems.
· Providing trouble tracking, coordination, notification, escalation and documentation to resolve events/issues, efficiently minimizing customer impact.
· Interfacing with various levels of management for briefing on configuration and design updates and changes.
· Responding to alarms and providing level 2 maintenance support for the customer base.
· Keeping customers informed by providing status updates.
· Providing outage reports to appropriate levels of management.
· Verify adherence to security guidelines, including working with auditors to ensure the systems are compliant.
· Suggest and implement solutions based on customer requirements and project goals.
· Assist other IT professionals as required.
Basic Required:
· Associate’s Degree and minimum of 1 year of experience in Service Desk environment. Equivalent combination of education and experience will be considered.
· Experience with management of MS Windows Operating systems. Working knowledge of the latest Windows Operating Systems and standard Applications, configuration and deployments.
· Experience and working knowledge of DNS and DHCP infrastructure and technology.
· Experience and working knowledge of VMware administration.
· Ability to work responsibly with or without supervision.
· Working knowledge of ITIL processes.
Qualifications Desired:
· Ability to work on a team of other administrators and with other groups to troubleshoot issues and solve problems strongly preferred.
· Experience with MS Exchange.
· Experience with SCCM.
· Experience with NetApp storage.
· Experience with Cloud storage.
· Experience with Alarm/Physical security systems.
· Good oral communication and technical writing skills.
· Good problem solving skills and the ability to visualize a problem or situation and think abstractly to solve it is required.
· Ability to handle constantly changing tasks and priorities, to be able to multitask effectively during busy times and to exercise patience and professionalism during stressful situations is needed.
Clearance Requirements:
Must be a U.S. Citizen and able to hold a Public Trust Security Clearance. You do not need a current/active clearance to apply.
KeyLogic is proud to be an EEO/AA employer, M/F/D/V.
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