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Service Desk Lead

Company: Enterprise Information Services
Location: Alexandria
Posted on: April 17, 2018

Job Description:

Number of Openings: 2

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SERVICE DESK LEAD

Job Location US-VA-Alexandria

ID

2018-3486

# of Openings

2

Targeted Job Start Date

9/1/2018

OVERVIEW

EIS is currently looking for Service Desk Leads who will be responsible for the day-to-day performance of Service Desk work during their shifts. The IT Service Desk offers IT infrastructure and application support. The IT Service Desk is the single point of contact for all customers to report incidents, submit service requests and register complaints about the information technology infrastructure, applications and programs supported in the environment.

RESPONSIBILITIES

* Provide good customer service skills (verbal, interpersonal, and written communication)

* Interact with senior leadership

* Provide technical support to staff on complex IT issues

* Use working knowledge of networks and the interdependencies between networks and the desktop and other user platforms

* Demonstrate good leadership and motivation skills in order to help lead and drive a very busy Helpdesk

* Represent helpdesk team in cross-functional meetings/reviews

* Run weekly metric reports to distribute to the government

QUALIFICATIONS

Required:

* US Citizen

* Current DoD Top Secret / SCI Security Clearance (Counter Intelligence (CI) Polygraph preferred)

* DoD 8570 IAT Level II certified with one of the following; GSEC, Security+, SSCP, or CCNA-Security

* Bachelors Degree in relevant computer-related field,
OR equivalent tech experience
OR Equivalent Field of Study: Computer Networking or Engineering * 3-5 years of experience in Help Desk or Customer Service support; troubleshooting and technical support via phone, web based tools, and email

* Experience in process of maintaining and improving quality of the Helpdesk function by participating in the appraisal system, and the Training and Development Plan of staff

Highly Desired:

* Masters Degree in relevant computer-related field
OR equivalent tech experience
OR Equivalent Field of Study: Computer Networking or Engineering * Experience working in DoD system such as JWICS, NIPR, SIPR, or NSANET environments

* Experience w Remedy or similar ticketing systems

* Demonstrable experience of utilizing and applying sound business analysis skills

* A+ or Network+ certifications a plus as in experience with networking and operating systems (Unix/Linus, Windows)

EIS is an Equal Opportunity Employer/M/F/V/Disabled.

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Keywords: Enterprise Information Services, Washington DC, Service Desk Lead, Other, Alexandria, DC

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