Diverse Technologies Company
  • Fort Belvoir, VA, USA
  • Full Time

 

Service Desk Lead

Job Description:
Development for the requirements of a product from inception to conclusion. Will develop required specifications for simple to moderately complex problems. Coordinate with government to ensure accurate solutions and user satisfaction on technical matters. Under minimal supervision, provide technical software, hardware and network problem resolution to all end user computer and peripheral equipment on domain. Will manage technical support staff. Provides technical support by performing installation, repair, and preventative maintenance of personal computer and related software/hardware. Trouble shoots software and hardware failures and identifies network problems when related to personal desktop computers. Deliver technical customer support over the phone or at desk side. Identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population. Interacts with other Tiers or departments to restore service and/or identify core problems. Clearly communicate technical solutions in a user-friendly, professional manner to end user. Participates in new application and hardware rollouts, testing and special projects as needed. Works on assignments that are moderately complex in nature. Interacts daily with supervisor, peer groups, and customers. Develop and implement relevant business processes complying with all relevant SOPs and metrics. Develops required specifications for simple to moderately complex problems. Coordinates with the Program Manager and government user representatives to ensure accurate solutions and user satisfaction on technical matters.

Duties of an Service Desk Lead may include:


Perform installation, repair, and preventative maintenance of personal computer and related software/hardware remotely, over the phone or at desk side
Identify, evaluate and solve end-user workstation problems
Read, understand and apply complex technical information
Lead in at least four projects in technical areas
Supervisory experience with technical staff
Master new computer technology
Excellent customer service skills both on phone and at desk side


Required Skills / Experience:

DoD Top Secret Counter Intelligence (CI) Polygraph clearance 
Three (3) or more years of experience in this field
Knowledge of DoD GOTs and COTs applications and peripherals
Knowledge of DoD security patches, updates, STIGs and remediation thru automated and manual means
Must have strong technical knowledge of Windows OS and all communication and hardware troubleshooting on PC's
8570 Level IAT 2 Level Certification (one of the following - CCNA Security; CySA (a.k.a CSA+); GICSP; GSEC; Security+ ce; SSCP)
Possession of MCDST or MCTS or Microsoft Windows 7 certification or higher


Location: Ft. Belvoir, VA

Diverse Technologies Company
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