Help Desk Lead TS/SCI with Polygraph

2 months ago

Reston, Virginia, United States Distributed Solutions Full time
Job Description

Distributed Solutions, Inc. (DSI) is seeking a highly skilled Help Desk Lead to join our team.

We are a leading provider of knowledge-driven software solutions and subject matter consulting services addressing the needs of acquisition professionals. Our company culture is built on a collaborative and cross-functional approach, allowing employees to 'wear multiple hats' and gain valuable exposure to all facets of the organization and the software development lifecycle.

The ideal candidate will possess a strong customer service mindset, effective problem-solving skills, and excellent written and verbal communication skills. They will also have experience with ticket tracking systems, logic structures, and analytical capabilities.

Key Responsibilities:

  • Provide professional and efficient helpdesk support to internal and external customers.
  • Develop and maintain a fundamental understanding of Federal Acquisition Regulation (FAR).
  • Utilize ticket tracking systems to document all support incidents.
  • Create and maintain detailed and complete helpdesk documentation.
  • Report metrics and KPIs for the helpdesk.
  • Identify opportunities for automation and assist with the development of automation systems.
  • Participate in research, planning, scoping, implementation, and ongoing support for projects.
  • Maintain inventory of hardware, software, and support assets.
  • Self-motivate, work independently, and take ownership of job responsibilities.
  • Provide on-point, genuine interpersonal and written communication skills.
  • Demonstrate customer service and troubleshooting skill sets.
  • 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.
  • Enforce IT standards and educate employees about compliance issues.

Requirements:

  • Active TS/SCI with polygraph.
  • 2+ years prior 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.

Preferred Qualifications:

  • 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.

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.

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