Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
We are seeking candidates who have a broad spectrum of expertise relevant to the current systems including the configuration, deployment, installation, management, and maintenance, on all servers (Linux/Unix, Windows, and Macintosh operating systems), Desktops (Unix, Windows, and Macintosh operating systems), tablets, printers, copiers, scanners, and Android/Apple phones. Candidates will also perform system administration on system boundary components, including server/ workstations/ computers, storage area network (SAN), and peripheral hardware per customer Configuration Item (CI) Database by System, and SLA.
Additionally, our team practices and ensures a positive Customer Experience to all its end-users and support provided. The right candidate will exemplify a positive attitude, friendly communications, demonstrate patience, proper business attire, ensure timely response and resolutions, ensure comprehensive documentation to tickets and all work products, meets scheduling commitments and facilitates cross-functional activities as needed to reach a prompt resolution.
Duties and Responsibilities
Red Hat (ie: RHCSA, RHCE, LPIC), MCSA: Sever 2008 or 2012 certification
ABOUT GAMA-1
GAMA-1 is a rapidly growing technology business that is based in Greenbelt, Maryland. GAMA-1 Technologies provides strategic information assurance, information security, and business enterprise and networking solutions to the Federal Government. Our success is based on the utilization of industry and agency standards, establishment of standardized processes, and IT Services expertise. At GAMA-1, we believe employees should grow, achieve, and develop just as the company grows, achieves, and develops. GAMA-1 is committed to providing our employees with opportunities for career advancement throughout their employment. For more information, visit www.gama1tech.com
GAMA-1 is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
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