Help Desk Lead

5 days ago

Washington, DC, United States ABBTECH Professional Resources Full time
Help Desk Lead
Location- Washington DC
Clearance- Public Trust

This program requires US Citizenship

???????The Contractor shall identify a full-time Help Desk Lead who will be responsible for overall management support and coordination for Help Desk support for Tier levels I/II/III, (e.g., Tier I (phone and e-mail), Tier II (on-site, floor), Tier III (advanced hardware and software break/fix)), and Asset Management.

• The Help Desk Lead shall lead a team of technicians providing broad-based technical support to end-users of networks, systems, and related services. The Service Desk Manager shall provide support to a customer base of over 3,200 users in a high-profile environment.

• The Help Desk Lead is required to be onsite at the Fairchild Building in downtown Washington, DC five (5) days per week

The proposed Help Desk Lead shall:

• Possess Information Technology Infrastructure Library V4 (ITIL 4) certification at time of proposal submission.

• Have a minimum of 5-8 years' overall experience with increasing responsibilities in information systems management.

• Possess 3-5 years supervisory experience

• Possess a Bachelor's degree in Computer Science, Engineering, Information Systems, Business, or other relevant discipline or related field

• Possess an industry specific certification such as CompTIA A+ certification, Microsoft Certified Solutions Expert (MCSE), Help Desk Institute (HDI) certification, or equivalent

• Have expert working knowledge of ServiceNow

\• Have experience in a quality assurance environment that includes, at a minimum, knowledge of: customer satisfaction tracking; user complaint and monitoring programs; and quality control programs

• Possess excellent written and verbal communication skills, including experience in presenting material to senior Government officials

• Have proven experience with manpower utilization, training, problem resolution, and employee relations (including teaming partners or sub-Contractors)

Position Details:

  • Pay Rate / Range:$50-52/hr
The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position's responsibilities; the candidate's experience, education, and skills; location; travel required; and current market conditions.
  • Benefits (Regular, Full Time Employees):
  • Medical, Dental, and Vision offerings
  • Weekly Direct Deposit
  • Paid Holidays and Personal Time Off
  • 401(k) with match
  • Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
  • Pre-Paid Legal and Employee Assistance Programs
  • Northwest Federal Credit Union Membership
  • BB&T @ Work Program

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

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