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Service Desk Lead

Job Attributes

Job Id:

24752

Job Category:

IT Infrastructure

Job Location:

Arlington, VA  22204

Security Clearance:

Secret

Business Unit:

Zachary Piper Solutions

JOB DESCRIPTION


Piper Companies is currently looking for a Service Desk Lead to work in Arlington VA.

Qualifications for the Service Desk Lead:

  • Active DOD Secret Clearance
  • 3+ years of experience in a service desk environment
  • CompTIA Security + or A+ certification

Responsibilities for the Service Desk Lead:

  • Participate in transition from current IT Service Management system to BMC Remedy
  • Resolve Tier 0, I, II, and III level application system inquiries, requests, and incidents by effectively transfer cases to other support groups and escalate to the next appropriate tier level
  • Efficiently handle high volume ticket queue by supporting 50 – 100 tickets daily
  • Actively participate in all meetings such as, but not limited to weekly staff meetings, weekly training, USB, Weekly Ticket Tag-Up, Weekly Implementation Call on a rotational basis as necessary
  • Preparing accurate documentation to support and maintain a working knowledge base of service desk processes including pertinent guidelines, regulations, compliance issues, and documentation requirements as well as reference only application reference guides
  • Document, maintain, and store specific information, including as-built diagrams, rack layouts, interconnectivity diagrams, data flow diagrams, AD documentation, and SOPs/Job Aides
  • Perform as Subject Matter Expert for the application, functional user roles and service desk processes and procedures
  • Support focus teams or specialized projects to promote rapid improvement turnaround
  • Maintains a professional and pleasant manner using proper customer service skills via (telephone and/or email)

Compensation for the Service Desk Lead:

  • Salary Range: $50,000 - $65,000 based on experience
  • Full Benefits: Medical, Dental, Vision, Paid time off, Vacation, Holiday, 401k

Please send resumes to Garrett Bernier at gbernier@pipercompanies.com or call at 703.552.8192 for more information

Keywords:

Desktop, Laptop, Help Desk, Desktop Support, IT Support, Service Desk, Re-image, break/fix, troubleshoot, printers, cell phone, mobile devices, iPhone, VTC, Video Teleconference, MFD, MFP, Multifunctional Device, Multifunctional Peripheral, software, Microsoft Office, Outlook, Windows 7,  Windows 10, motherboard, tech support, Remedy, ServiceNow, Ticketing, Tier 2, Security+ CE, Network+ CE, A+ CE, SSCP, CCNA, Pentagon, Medical, Dental, Vision, PTO, Holidays, 401k

 

 

 

 

 

 

 

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Job Id:

24752

Job Category:

IT Infrastructure

Job Location:

Arlington, VA  22204

Security Clearance:

Secret

Business Unit:

Zachary Piper Solutions