Vacancy caducado!
Description SAIC seeks an experienced Help Desk Lead who is a customer-oriented IT professional to provide direct supervision of Call Center agents for a US Federal Government client. You will solve technical problems and provide support for all assigned areas. The goal is to make sure that customer service is maintained to their high standards. You will be responsible for ticket escalation (working advanced tickets) - escalating tickets to other teams (i.e.) networking team, datacenter team, etc. Managing SLA expectations, assigning tickets to engineers on your team, daily ticket reviews. RESPONSIBILITIES : The successful candidate will be responsible for supervising and providing subject matter expertise support to a team of Call Center Help Desk agents performing the following:
- Customer support and assistance with Dell/Apple/Android; tablets, desktops, laptops, workstations, printers and other peripheral devices, including, but not limited to, mice, keyboards, card readers, label printers and scanners.
- Provide support and maintaining for software on Apple/Windows/Linux platforms
- Support Data back-ups and data recovery
- Support and assistance with network connectivity issues,
- Firewall requests and troubleshooting.
- Virtual Private Network (VPN) requests, including configuration and troubleshooting of VPN software.
- Network site issues
- Domain Name Service (DNS) issues, including troubleshooting of IP and hostname access and errors.
- Mail Flow and Network file share requests and transfers, including mapping of share, access to share and access control changes and ability to print from drives
- Set up, troubleshoot and schedule conferences via video chat, conference room, and web
- Assist and support messaging and collaboration through calendars, contacts, drives, email and groups
- Active Directory domain accounts, including user accounts and service IDs.
- Personal Identity Verification (PIV) encryption.
- RSA soft and hard VPN tokens, including PIN resets and resyncing of the token code.
- High Performance Computing (HPC) soft and hard RSA tokens, including PIN resets and resyncing of the token code.
- Cellular Support to include set up, configuration, provisioning, loading software and general issues and questions
- Support equipment inventory management
- Cyber Security related issues with devices flagged for virus and/or malware. This includes validation and remediation of the threat and potentially having the network port disabled to segregate the device and quarantining devices and destruction.
- Telephone directory assistance
- Proven working experience in providing technical support
- Advanced Windows/Apple/Android troubleshooting
- Active Directory proficiency
- Proficiency in English
- Strong client-facing and communication skills
- Advanced troubleshooting and multi-tasking skills
- Advanced knowledge of mobile devices, laptops and desktops
- Advanced knowledge of common desktop applications including the most current version of Microsoft Office
- Advanced knowledge of client/server printing / applications
- Strong interpersonal and oral communication skills, attention to details
- Adept at reading, writing, and interpreting technical documentation and procedure manuals
- Ability to present ideas and solutions in user-friendly language
- Highly self-motivated and directed
- Proven analytical and problem-solving abilities
- Strong customer service orientation
- Experience working in a team-oriented, collaborative environment
- Must be capable of obtaining and maintaining a US Government Security Clearance.
- Help desk: 4 years (Preferred)
- Bachelor's degree (Preferred)
Vacancy caducado!