Develop schedules, prioritize tasks, and ensure continuity of service delivery.
Lead, mentor, and evaluate help desk staff to build a team capable of delivering high-quality and efficient support services.
Analyze help desk inquiries to identify recurring issues, recommend solutions, and develop process improvements.
Maintain and monitor problem management databases and ticketing systems to track performance and user issues effectively.
Evaluate help desk systems and recommend efficiencies or enhancements as needed.
Resolve escalated inquiries and more complex technical issues.
Provide first-contact and incident resolution for hardware, software, and application problems for both telephone and electronically submitted requests.
Perform system administration of desktop systems connected to local and wide-area networks, including account monitoring, security updates, and OS installations.
Monitor systems/networks in a real-time NOSC environment and initiate fix actions or escalate to Tier II/Tier III teams when needed.
Provide support for implementation, troubleshooting, and maintenance of IT systems.
Manage IT system infrastructure and related processes, ensuring consistent operational reliability.
Support IT systems, including daily operations, monitoring, and resolving issues across client/server/storage/network/print devices and mobile devices.
Oversee the imaging of systems, configuration of BIOS (SCCM/PXE Boot), and specific tasks like STIGs and IAVA implementation.
Maintain a courteous, customer-service approach to users and ensure efficient resolution of Tier I/Tier II issues.
Document incidents and their solutions in an incident database.
WHAT YOU’LL NEED TO SUCCEED
Education: Associate’s degree
Experience: 7+ years of related experience
Technical skills
Familiarity with hardware/software troubleshooting techniques and principles of network and systems administration.
Experience with Active Directory functions (e.g., unlocking accounts, creating accounts).
