Senior IT Help Desk Specialist – Working Lead

POSITION TITLE: Help Desk Specialist IV – Lead

LOCATION: Aberdeen, Maryland

EMPLOYMENT:  Full-Time (MUST BE A U.S. CITIZEN).

EXPERIENCE:

• 5 plus years with Bachelors in directly related field
• 7 plus years with Bachelors in non-directly related field
• 8 plus years with Associates
• 10 plus year with no degree

SECURITY CLEARANCE: SECRET

REQUIRED EDUCATION AND CERTIFICATIONS: 

• High School Diploma (Relevant Education can be substituted for experience)
• 8570.01 IAT-II certification required (e.g. Security+CE or equivalent)
• ITIL Foundations strongly desired

SCOPE:

Caelum Researching Corporation is searching for a dedicated IT professional to join our family as a Help Desk Specialist IV – Team Lead on our ATEC Headquarters IT Support team.  The ideal candidate will possess the following qualities: Outstanding customer service, expertise/knowledge in the required field, leadership ability, dedication to the mission and a strong work ethic.  Experience with ServiceNow is highly desired.

DUTIES AND RESPONSIBILITIES:
Technical/Project Management Duties:

• Deploying IT hardware such as desktop computers, laptops, tablets, monitors and printers.
• Configuring IT hardware to resolve problems and installing/configuring operating system images and specialty software on customer devices.
• Using Trouble Ticket automated software
• Performing backup and restore of software and data on client compute devices.
• Troubleshooting and resolving client network and wireless issues
• Generating reports using Trouble Ticket automated software.
• Testing, analysis and repair of computer system hardware and software malfunctions
• Managing large and timely hardware/software organization-wide deployments
• Coordinating with vendors for the maintenance and repair of hardware related issues
• Managing inventory and status of computer systems
• Coordinate with ATC and ATEC technical POCs to coordinate troubleshooting

Team Lead Duties:

• Lead by example – Be on time, enforce and follow regulations, demonstrate professionalism, and be proactive. Emphasis customer service excellence.
• Take responsibility for the contract Help Desk deliverables.
  • Upload Service Desk data to SharePoint Online and PowerBI
  • Review Help Desk reports and take action to improve team’s performance.
  • Submit monthly Quad chart to PM.
  • Be accountable for special projects
• Supervise the Team
  • Personnel schedules and coverage.
  • Onboarding and cross-training
  • Task and Project assignments
  • Problem / roadblock resolution
• Be a liaison to government leadership and SMEs.

QUALIFICATIONS:

Required:

• Expert-level experience in deploying IT hardware such as desktop computers, laptops, tablets, monitors and printers and configuring IT hardware to resolve problems
• Experience installing/configuring operating system images and specialty software on customer devices
• Experience performing backup and restore of software and data on client compute devices and troubleshooting and resolving client network and wireless issues.
• Experience in generating reports using Trouble Ticket automated software; testing, analysis and repair of computer system hardware and software malfunctions
• Experience in large and timely hardware/software organization-wide deployments; experience coordinating with vendors for the maintenance and repair of hardware related issues and managing inventory and status of computer systems
• Experience in leading a team of five or more people in Helpdesk operations.
• Experience in creating/providing management reports and analyzing unresolved trouble tickets.

Desired:

• Customer Service focused and outstanding Communication skills.
• Proficiency in the use of Office 365 and applications such as Microsoft Office Suite, MS Project, Visio and Adobe 2010 Professional for document creation
• ATEC plans on transitioning to ServiceNow ITSM module.  As such, the preferred candidate:
  • Is very knowledgeable about the ITSM suite of modules
  • Has experience working with clients to optimize Helpdesk processes
  • Has experience consolidating Helpdesks from multiple organizations

SALARY: $70K – $80K