Helpdesk Manager

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Helpdesk Manager

Boston, MAJoin our Talent Network

Chenega Technical Innovations is currently seeking talented individuals to add to our Talent Network.

Position: Helpdesk Manager

Summary: The Helpdesk Manager will lead the Service Desk Team and provide quality control (QC) oversight of all team activities, including troubleshooting, installation and configuration of desktop operating systems diagnosis and problem solving with Microsoft Windows 10; Provide hardware and software support by installing encryption systems or drivers, and troubleshoot printers, scanners, plotters, modems, card readers, and PDAs. The Helpdesk Manager provides contract/personnel administrative management and oversight for helpdesk staff (e.g., timesheets, deliverable reporting, information dissemination) as well as overall performance management. He provides technical mentorship as necessary to the CCDC and ILSC helpdesk staff as required.

Duties and Responsibilities:

Coordinate problem resolution with other groups and outside organizations including, other support contractor and hardware and software vendors.

Operate the Service Desk with Tier II and Tier III systems support, to include providing local touch labor, remote administration actions and on-site services for walk-in inquiries.

Support desktop operating systems like Microsoft Windows 10 and desktop software including, but is not limited to; Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Google Chrome, Adobe Acrobat Professional by diagnosing and correcting problems

Manage ticketing system, by ensuring that tickets have been assigned, and staff coverage is available.

Diagnose and correct problem on hardware such as personal computers (PCs), printers, scanners, plotters, card readers, tablets, and other peripherals including the ability to diagnose and correct hardware and/or driver problems, perform upgrades, and install new or replacement hardware.

Troubleshoot and resolve the service requests. If the request cannot be resolved, escalate the ticket to the appropriate Task Lead.

Coordinate with other Desktop Support teams for support with any baseline applications and services, as well as all system imaging.

Coordinate problem resolution with other groups and outside organizations including, other support contractor and hardware and software vendors.

Support desktop operating systems like Microsoft Windows 10 using the ability to diagnose and correct problems; build new systems using the Army Gold Master (AGM) or the bulk imaging of approved operating systems, baseline software applications, and required security patches; install encryption systems used to protect the data of portable systems such as laptops; and identify and install required drivers.

Manage Active Directory, and Networks to include; adding systems or users, resetting passwords, diagnosing login problems, and identifying the source of a problem as a group policy or network.

Resolve Service Requests and User Incidents for VoIP through remote administration actions (troubleshooting, repairing) that do not require touch labor.

Install, diagnose and correct problems with desktop software including, but is not limited to; Microsoft Office Professional, Microsoft Outlook, Internet Explorer, Adobe Acrobat Professional, Tumbleweed Desktop Validator, and Active Client.

Ensure systems are configured in accordance with DOD published Security and Technical Information Guides (STIGs).

Work with System Administrators and Database Administrators to install, configure, troubleshoot and support applications configured with a server-side License Manager or Relational Database Management System (RDBMS).

Ensure no system changes are implemented without an approved change request from the Configuration Control Board (CCB).

Respond and support HBSS, ACAS, SIPRNET, and VTC services as required.

Coordinate with Information Assurance functional leads in support of HBSS services.

Contribute to SharePoint library.

Provide oversight / training of junior staff as required.

Responsible for managing the helpdesk staff, and ticket assignment.

Provide guidance on the use of baseline software to end users. Maintain a web portal page for NEC-N related information to keep users informed of IT news such as new software rollouts, best practices and changing guidance.

Follow the latest NEC-N SOP for tracking and updating tickets. Monitor the queue for incoming tickets; contact users for any clarifications necessary.

Use and contribute to a central repository which contains procedures, troubleshooting steps, resolutions, etc. pertaining to the incidents and resolutions they encounter in their work assignments.

Mitigate failed patches and updates. Apply updates and or patches when electronic application means do not exist.

Take the necessary actions to mitigate all systems known to be at risk during the 7-day period prior to a planned quarantine event as determined by the Army Information Assurance Vulnerability Management (IAVM) process. Mitigation efforts shall involve contacting the user with instructions, checking systems for compliance, manually installing patches and/or system reboots.

Ensure systems are configured in accordance with DOD published Security and Technical Information Guides (STIGs).

Perform quality oversight of tickets entered by the team and take corrective action as required to ensure team members meet all quality standards.

Follow all NEC policies, procedures, and other applicable regulations.

Maintain currency on technology and service capabilities.

Other duties as assigned

Minimum Qualifications:

7 years or more of Service Desk/Desktop Support or related experience required.

2 years or more experience in leading a team of three or more staff

Possess Baseline and Full Computing Environment Certifications for IAT-I IAW DoD 8570.01-M and BBP 05-PR-M-0002.

Must have Windows 10 certification

IAT-II certification preferred.

Must have NACLC with Tier 3 investigation

Secret Clearance

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