Senior IT Support Specialist

1 week ago

Washington, Washington, D.C., United States Business Performance Systems Full time
Job Summary

As a Senior Help Desk Support Service Specialist, you will be responsible for leading a team of help desk support staff in providing technical assistance to thousands of users from multiple federal agencies. You will exercise your expert judgment in an environment that gives you autonomy and flexibility, in a company that respects, uses, and develops your expertise.

Key Responsibilities
  • Lead the help desk staff in ensuring effective support and resolution of end-user problems, including IT-related issues involving customer-owned workstations, laptops, mobile devices, standard software, and applications.
  • Review daily operations and performance to ensure service levels and operational standards are met.
  • Oversee the triage, troubleshooting, and prioritization of incoming support requests using the customer-provided Service Desk Ticketing system.
  • Ensure effective resolution of Tier 1 and Tier 2 incidents or escalate them as necessary according to SOPs.
  • Maintain and update service desk technical reference information, support communications, and knowledge management databases.
  • Develop and implement a communications plan to outline procedures and feedback processes for disseminating information to customers.
  • Coordinate and participate in training sessions and project meetings related to new products and applications.
  • Continuously develop team skills to adjust to new technologies, applications, system configuration changes, and security enhancements.
  • Monitor service desk activities to ensure compliance with customer policies, procedures, and ITSM operating procedures.
  • Provide monthly reports on service level metrics and analyze incident reports to ensure timely resolution.
  • Address and escalate customer complaints as necessary, maintaining full documentation and tracking of all relevant communications.
Requirements
  • AS/AD/TTI certification
  • A+ certification
  • 7+ years' experience in information technology, with an emphasis in helpdesk support and customer service
  • 5+ years' experience in providing IT helpdesk support in an enterprise environment
  • 2+ years' experience as a Lead or Manager
  • Strong written and verbal communication skills and strategic thinking ability
Preferred Qualifications
  • BA/BS degree
  • Prior federal government experience
Compensation

$93,000 - $101,000/yr based on capability and experience

About Business Performance Systems

Business Performance Systems is a successful, well-established small business composed of dedicated, skilled consultants supporting high-priority government projects. We provide our staff with a great degree of autonomy and growth potential in a company that combines the entrepreneurial environment of a small business, with the maturity and financial stability of a large company.

We offer competitive salaries and a comprehensive benefits package. Learn more about our company culture and benefits.

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