Job Description Summary: Apply your IT knowledge and expertise to assist a large multi-agency initiative. Support thousands of users from multiple federal agencies. Lead a small team of help desk support staff (2-4), providing tasking, guidance, and supervision to ensure efficient resolution of IT issues and maintain high service levels. Exercise your expert judgment in an environment that gives you autonomy and flexibility, in a company that respects, uses, and develops your expertise. Work in a small team of technical data center support consultants on a long-term federal contract. Workplace: Washington DC or Lakewood CO; Telework: Limited with Government approval. Note: This is a contingent job offer subject to the contract being awarded. Top salary for highly qualified candidates. Responsibilities:
- Lead the help desk staff ensuring effective support and resolution of end-user problems IT related issues involving customer owned workstations, laptops, mobile devices, standard software, and applications.
- Review daily operations and performance to ensure service levels and operational standards are met.
- Oversee the triage, troubleshooting, and prioritization of incoming support requests using the customer provided Service Desk Ticketing system.
- Ensure effective resolution of Tier 1 and Tier 2 incidents or escalate them as necessary according to SOPs.
- Maintain and update service desk technical reference information, support communications, and knowledge management databases.
- Develop and implement a communications plan to outline procedures and feedback processes for disseminating information to customers.
- Coordinate and participate in training sessions and project meetings related to new products and applications.
- Continuously develop team skills to adjust to new technologies, applications, system configuration changes, and security enhancements.
- Monitor service desk activities to ensure compliance with customer policies, procedures, and ITSM operating procedures.
- Provide monthly reports on service level metrics and analyze incident reports to ensure timely resolution.
- Address and escalate customer complaints as necessary, maintaining full documentation and tracking of all relevant communications.
- Make every effort to resolve issues at the time of ticket acknowledgement, reducing the need for further escalation.
Qualifications - Required:
- AS/AD/TTI certification
- A+ certification
- 7+ years' experience in information technology, with an emphasis in helpdesk support and customer service
- 5+ years' experience in providing IT helpdesk support in an enterprise environment
- 2+years' experience as a Lead or Manager
- Strong written and verbal communication skills and strategic thinking ability
Qualifications - Highly Desired:
- BA/BS degree
- Prior federal government experience
Compensation:
- $93,000 - $101,000/yr based on capability and experience
Other:
- Workplace: Washington DC or Lakewood CO; Telework: Limited with Government approval. Desired salary or salary range must be included with submission of resume
About BUSINESS PERFORMANCE SYSTEMS: Business Performance Systems is a successful, well-established small business composed of dedicated, skilled consultants supporting high-priority government projects. We provide our staff with a great degree of autonomy and growth potential in a company that combines the entrepreneurial environment of a small business, with the maturity and financial stability of a large company. We offer competitive salaries and a comprehensive benefits package. Learn more about us at www.BPSconsulting.com. Business Performance Systems is an equal opportunity employer.