Help Desk Manager / System Admin (Supervisory)

Job Description:

  • Oversee operation of a tier-based customer service help desk to support approximately 600 users and 700 user endpoints, and 300 other end-point devices and peripherals.
  • Provide problem resolution, and consultation services for varying service levels to local and remote users at Tier 2 and Tier 3 level.
  • Contact user within the following prescribed time during business hours after receiving ticket submission:
    • General Officers (GOs) or Senior Executive Service (SES) or their direct support team: 15 minutes.
    • Colonels (O-6) or Department of the Army Civilian (DAC) GS-15: 2 hours.
    • Other general users: 24 hours.
  • Resolve service orders in no more than 72 hours. Report all trouble tickets or service orders that cannot be resolved in 72 hours to the COR, as received from Help Desk staff, identifying reason for delay, mitigation plan, and projected completion date.
  • Document and report all trouble tickets using the Government provided Computer Associates (CA) Help Desk software. Utilize remedy only when requesting services through external agencies, i.e., JSP, RNEC, etc. (approximately 20 times per week).
  • Document service delivery procedures in Technical Support SOP.
  • Provide weekly report on customer ticket status under the categories of VIPs (GOs. SES. Colonels, GS-15s) and general users. Report at a minimum must include number of tickets received; number of tickets resolved, number of tickets pending; ticket trends of the week.
  • Provide on call after hours services if trouble calls occur after normal working hours.
  • Help Desk efforts include but not limited to the following:
    • Receive, delegate, manage, respond to, and resolve user service requests.
    • Create/manage user accounts in active directory.
    • Create/manage workstation accounts in active directory.
    • Image and configure new and existing workstations, as required.
    • Install/configure software.
    • Support Life-Cycle Management – IOM workstations at multiple locations.
    • Request customer to complete a satisfaction survey using the Interactive Customer Evaluation (ICE) site
    • Submit weekly trouble ticket status reports to Chief of Customer Support Branch and the COR.

Years of Experience:

  • 4+ years of extensive experience managing a Tier 1 to Tier 3 help desk and its personnel to ensure high level of service.
  • 4+ years of experience in providing regular help desk ticket reports, analyze trends, prioritize requirements, training and supporting IT Help Desk staff
  • 6+ years of solid experience providing IT support services, troubleshooting both hardware and software, utilizing tiered Help Desk approach, work ticket tracking solutions (Computer Associates/CA ticketing system preferred). Experience in troubleshooting in both Secured Internet Protocol Router network (SIPRNet) and Non-Secured Internet Protocol Router network (NIPRNet) environment, servers, mobile devices, A/V equipment, Active Directory. Extensive working knowledge of OS delivery methods (System Center Configuration Manager or SCCM, etc.)
  • Perform functions as system admin as needed
  • Past technical and supervisory experiences can overlap or combined.

Education/Certifications: IAT II

COMPANY INFORMATION:

Bravura is a rapidly growing Woman Owned Small Business (WOSB) that provides professional and engineering services, technology solutions and product offerings to DoD, Federal Civilian agencies. Bravura is an Equal Opportunity Employer. Bravura does not discriminate against employees or applicants for employment on any legally recognized basis (protected class) including, but not limited to: veteran status, uniform service member status, race, color, religion, sex, national origin, age, physical or mental disability, genetic information or any other protected class under federal, state, or local law. These are positions that require a U.S. Citizenship.

Job Category: Help Desk
Job Type: Full Time
Job Location: Fort Belvoir - VA
Clearance Level: Secret
Education-Certifications: IAT Level II
Years of Experience: 6+

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