Service Desk Lead

POSITION: Service Desk Lead

LOCATION: Huntsville, AL

SCOPE: Serves as a Service Desk Lead on a major IT services contract for the U.S. Army

RESPONSIBILITIES:

• Service Desk Lead, ticket response, resolution, and escalation for apps/SP. Respond to inquiries from computer users and assist in resolving IT problems.
• Diagnose computer hardware and software issues.
• Respond to telephone calls and utilize the automated service desk to assist customers with computer/software problems.
• Diagnose the nature of the problem and walk the customer through the problem-solving steps.
• Provide technical guidance in the utilization of computer hardware and software, including installation, operation, and troubleshooting.
• Be proficient in the software and hardware used by the government and able to provide guidance and resolve issues.
• Provide technical assistance support services, including receiving, logging, routing, resolving trouble calls, and follow-up reporting.
• Operate and provide technical assistance on computer equipment, including desktops, laptops, portable computers, high-speed printers, scanners, plotters, printers, mobile devices, and other specialized computer equipment.

QUALIFICATIONS:

• Required Certifications
• Security+ce Certification (Must obtain with 6 months of starting)
• Education, Background, and Years of Experience
• High School Diploma / GED. 2+ years’ experience

SECURITY CLEARANCE: Active DoD Secret Clearance

BENEFITS: We designed our employee benefits program around the goal of improving the quality of life for each employee. We offer some of the most competitive benefits in the industry to include Medical, Dental, Vision, and Life Insurances; Short- and Long-Term Disability; Paid Leave, Holidays, Bereavement, Military, and Jury Duty; 401(k) Retirement Plan, Flexible Spending Account, Dependent Care, Health Savings Account, Tuition/Training Assistance, and Referral Bonuses.