Senior Help Desk Technician
Summary
Title:Senior Help Desk Technician
ID:1573
JOB LOCATION:N.W. Washington, D.C.
JOB DURATION:1,920 Hours
REQUIRED EDUCATION:Bachelors Degree
REQUIRED YEARS OF EXPERIENCE:5 Years
JOB DESCRIPTION:See Full Job Description
Description
Positions: Senior Help Desk – Tier 2 | Senior Help Desk/Tech Lead – Tier 3
Location: Washington, D.C.
Work Schedule: Flexible working shift hours. Operational hours are 7 days per week, 6:00a.m. to 10:00pm, including weekends and on-call support for evenings, weekends, and holidays. Occasional work during 3rd shift may be required.
Length of Contract: 1,920 Hours
 

DK Consulting Overview:

Founded in May 2003, DK Consulting, LLC, a woman-owned small business, was formed to provide management and technology solutions based on industry best practices. DK Consulting, LLC works with multiple State, Federal, and Commercial customers, and our services range from providing customers with that one ‘critical resource’ to assuming responsibility for an entire IT project. We maintain exceptional past performance and provide a personal touch to account management that is rarely seen in the industry today. Some of our awards include:

DK Consulting’s CEO Named One of the Top Female CEOs in Baltimore by SmartCEO Magazine - 2015!

DK Consulting Recognized in Inc. Magazine’s Top 5000 List – 2012, 2016, 2017, 2018!

DK Consulting Awarded Top 100 MBE’s in 2017 by CRMSDC!

Overview: This position will provide oversight for COTS application support staff and schedules during product roll-out and throughout the product life, ensuring subordinate support staff are available, trained, and mentored. This position also requires the candidate to be capable of receiving and processing user related known issues and problems to meet SLA timelines.

  • Assist in the documenting of known solutions, trends and other ad-hoc reporting to management and senior subject matter experts.
  • Advanced knowledge of timekeeping COTS systems including expert level debugging expertise and communication skills.

Minimum Requirements

  • Bachelor’s Degree from U.S. accredited school
  • Minimum of three (3) years of experience supervising an application support team in a call center environment.
  • Must have at least 2 of the of the following certifications or equivalent:
    • A+, Network+, Project+, Security+, MCSE, MCSA, MCP, HDI Support Center Specialist, ITIL v3 Foundation
  • Demonstrate expertise in Microsoft Operating Systems
  • Working knowledge and experience with Microsoft Suites and Applications to include Office Professional, Project, and Visio.
  • Prior experience working with Microsoft Exchange and CA ServiceDesk, Timekeeping System Application (i.e. Clarity, PeopleSoft, etc.),
  • Proficiency with relevant operating systems, applications, printers, and other hardware.

Responsibilities

  • Supervise and support a team of individuals managing inbound service tickets, schedules, reporting and issue resolution for the Timekeeping application.
  • Address Tier 2 technician issues and concerns and escalate to Tier 3 as needed.
  • Provide technical, debugging, root cause analysis, and application support.
  • Perform continual team improvement through self-help, training, metrics, reporting and mentoring less senior team members
  • Apply appropriate level of priority and severity to reported user requests
  • Co-Pilot with less senior team members to develop relationships, quality, and experience within the team
  • Monitor and track all inbound requests for appropriate support and when necessary team re-assignment as appropriate to closure
  • Provide weekly updates/status to users and the internal team.
  • Escalate unresolved problems not meeting SLAs to designated Project Manager.
  • Manage and update the system with missing problem resolution information.
  • Collaborate with Tier 1 management on changes as necessary
  • Respond to incoming concerns about application support from Help Desk Technicians.
  • Ensure the team is providing advanced support for local and off-site users using remote desktop access as indicated by problem resolution protocol.
  • Function in the Help Desk Call Center with other colleagues as a consultant.
  • Co-Piloting on inbound calls to establish and improve communication between support teams
  • Document, track, report and utilize trend reporting on all calls through CA ServiceDesk Application
  • Diagnose, research, and resolve problems for multiple platforms and applications in response to customer reported incidents.
This opening is closed and is no longer accepting applications
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