• Helpdesk Manager

    Job Location US-MD-Aberdeen Proving Ground
    ID
    2019-4666
    Category
    Management
    Division
    Katmai Health Services
    Type
    Regular Full-Time
    FLSA Status
    an exempt
  • Overview

    Serves as the Helpdesk Team Lead providing work direction, guidance and training to less experienced personnel.  Serves as the lead in incident management, problem management, service reporting, service desk management, knowledge management, and asset management.

    Responsibilities

    • Assists Tier II and III team members with complex problems.
    • Provides telephone technical support to APHC employees regarding technical aspects of assigned products.
    • Answers specific questions about installation, operation, configuration, customization and usage of assigned products.
    • Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
    • Escalates complex problems to senior level contract support team members.
    • Knowledge of hardware and/or software products required.
    • Typically involves use of problem management database and help desk system.
    • Track metrics related to tickets assigned to the groups/queues and providing weekly reporting of the number of open tickets, number of tickets resolved, average time to close, ticket queue trends and obstacles preventing resolution for open tickets.

    Qualifications

    Minimum Qualifications:

    • Security clearance required up to Top Secret.
    • 5 years of experience as a Helpdesk Specialist in multi-server environments, customer service experience, or equivalent training and experience.
    • Minimum of 2 years DoD experience
    • Baseline certification as stipulated in DoD 8570.01 and DoD 8570.01-M

    Special Skills:

    • Must have strong communications skills and be able to communicate technical issues effectively.
    • Expertise in IT hardware, databases, IT applications to include help desk systems.
    • Experience with NIPR, SIPR, and Extranet environments.
    • Must have a solid understanding of Level I, II & III helpdesk activities.
    • Sound understanding of Information management and Cyber Security related processes and requirements (AR 25-2, NIST 8500.2, NIST SP 800-53/A, and NIST SP 37/A).
    • Ability to manage helpdesk workflows and tickets of a large IT infrastructure (1000+ users).
    • Must be customer service oriented.

    Supervisory

    Yes.

    Physical Demands

    Position consists of sitting for long periods of time, using hands/fingers, handling, reaching with hands and arms, speaking or translating.  Periods of walking, standing, bending, kneeling, stooping, crouching, and lifting equipment weighing up to 30 pounds.  Moderate to extended periods of office work with heavy periods of computer usage. May be assigned occasional to moderate periods of analytical tasks requiring extensive reasoning abilities. It is Katmai’s business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws, to all qualified individuals with physical or mental disabilities.

    Work Environment

    Work is performed primarily indoors at a well-lit office or server room environment. The environment is normally air conditioned, but conditions may change dependent upon circumstances.  Work may need to be performed in a fast-paced environment requiring quick thinking and rapid judgements.  Employee will be exposed to a wide variety of clients in differing functions, personalities and abilities.

    Work Schedule

    Full time with occasional travel between IT support facilities. Helpdesk Manager shall be available and required to work additional hours as deemed necessary for adequate deliverable care of services.

    Compliance

    To be considered for this position, all applicants must apply on the company website,  http://www.katmaicorp.com/careers.

    We are a VEVRAA Federal Contractor

    We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law.

     

    Preference will be given to Ouzinkie Shareholders, Spouses of Shareholders, and Descendants of Shareholders in accordance with Title 43 U.S. Code 1626(g) and Title 42 U.S. Code 2003 - 2(i).

     

    Executive Order 11246, as amended, protects applicants and employees from discrimination based on inquiring about, disclosing, or discussing their compensation or the compensation of other applicants or employees.

     

    Posters:

    Equal Employment Opportunity is the Law Poster: http://media.wix.com/ugd/4c36fa_e850f00b1b84447786ccd17214867984.pdf

    EEO Supplement Poster : http://media.wix.com/ugd/4c36fa_585f835735374d089a44ff899c84ccfb.pdf

    Pay Transparency Poster: http://media.wix.com/ugd/4c36fa_6f7d4fb6d8ce457a87d9f38f9cfe580f.pdf

    Right to Work Poster: http://media.wix.com/ugd/4c36fa_84cb215622bf49b0ae03418b081847ad.pdf

    Right to Work Poster (Spanish): http://media.wix.com/ugd/4c36fa_cedd5daf5c5f433a8ac24f0e4829b91c.pdf

    E-Verify Poster: http://media.wix.com/ugd/4c36fa_cf68148e2b2d4e9abcadd71c6cfd1364.pdf

    E-Verify Poster (Spanish): http://media.wix.com/ugd/4c36fa_a404b42bb4ff4cb5ba848ab1524fc761.pdf

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