Help Desk Lead with Security Clearance
Apply NowCompany: Knowledge Systems, LLC
Location: Columbia, MD 21046
Description:
Primary responsibilities include:
Managing a small team of Help Desk professionals
Triaging and remediating tickets
Handling ticket escalations
Generating reports and conducting analysis of Help Desk activities
Communicating with technical and functional teams to remediate issues
Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
Supporting configuration management process
Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base
Experience, Skills/Abilities, and Education:
Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
Ability to work 8am to 4pm ET
Exceptional written and verbal communication skills
Experience in generating and analyzing reports desired
Experience in configuration management desired
Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
Experience briefing, to include executive meetings, multiple stakeholder groups
Physical Requirements: Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers. Location: Columbia, MD
Clearance: TS/SCI with Full Scope Polygraph required
Managing a small team of Help Desk professionals
Triaging and remediating tickets
Handling ticket escalations
Generating reports and conducting analysis of Help Desk activities
Communicating with technical and functional teams to remediate issues
Communicating with Government users and Stakeholder teams to discuss tickets, outstanding issues, workarounds, and resolutions
Supporting configuration management process
Drafting and delivering end user communications, briefings, and creating/maintaining a help desk knowledge base
Experience, Skills/Abilities, and Education:
Minimum 3 years of experience in a Government-facing functional, customer service, or help desk role
Ability to work 8am to 4pm ET
Exceptional written and verbal communication skills
Experience in generating and analyzing reports desired
Experience in configuration management desired
Experience with developing and/or reviewing functional documentation, to include requirements, design, and training documents desired
Experience using Microsoft Outlook Suite desktop applications, specifically MS Word and MS Excel
Experience briefing, to include executive meetings, multiple stakeholder groups
Physical Requirements: Qualified candidates will need to be able to commute to multiple work facilities, remain in a stationary position for periods of time, and be able to communicate with and work side by side with co-workers. Location: Columbia, MD
Clearance: TS/SCI with Full Scope Polygraph required