Help desk leader job description

• Develop and maintain a fundamental understanding of Federal Acquisition Regulation (FAR).
• Utilize ticket tracking system to document all support incidents.
• Creates and maintains, detailed and complete, Helpdesk documentation.
• Reporting of metrics and KPIs for the Helpdesk.
• Identify opportunities for automation and assist with the development of automation systems to address those opportunities.
• Participation with research, planning, scoping, implementation, and ongoing support for
• projects.
• Participation with maintaining inventory of hardware, software, and support assets.
• Capability to self-motivate, work independently and taking ownership of job responsibilities.
• On-point, genuine interpersonal and written communication skills.
• Demonstrated Customer Service & Troubleshooting skill sets.
• The ability to balance and prioritize multiple projects and remain calm under pressure.
• Experience working with multi-tiered ticket handling/resolution systems.
• Provide tier 2 and tier 3 IT support.
• Collaborate with DSI dev ops and develop tickets.
• Enforces IT standards and educate employees about compliance issues.
• Performs other related duties as assigned.

Required Experience:

• Active TS/SCI with polygraph
• 2+ years prior of documented work experience as Helpdesk Lead.
• Understanding of Ticketing systems.
• Experience with logic structures.
• Demonstrated analytical capabilities.
• Ability to collaborate with internal and external customers.
• Ability to work in a team-oriented environment for a matrixed organization.
• Excellent verbal and written communication skills.

Desired Experience:

• Knowledge of the Federal Acquisition lifecycle or commercial contracting
• Knowledge of Federal financial systems or commercial accounting
• Experience with Federal government contracting and/or program office organizations

DSI is a leading provider of knowledge driven software solutions and subject matter consulting services addressing the needs of acquisition professionals. We offer a fun, casual, collaborative working environment for individuals interested in conquering technology barriers, learning by doing, and taking pride in developing superior software manufactured in the USA.

Distributed Solutions, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.