Peraton
Lead Helpdesk Specialist (Onsite Position)
Location: GSA Headquarters, Washington, District of Columbia
Job Summary:
We are seeking a highly skilled Lead Helpdesk Specialist to provide advanced direct support to end users onsite and remote. This vital position is responsible for tracking Help Desk metrics, receiving customer phone calls and service requests, and providing production support services for application users.
Responsibilities:
- Provide advanced direct support to end users onsite and remote
- Receive customer Help Desk phone calls, service requests, and Indiana-person walk-ins
- Process Help Desk tickets with the Helpdesk Staff American Samoa the single point of contact for support
- Provide direct production support services for application users via ServiceNow
- Collaborate with the PTT IT team and junior Helpdesk staff to provide Tier 2 and 3 customer support
- Maintain FAQs and SOPs for common issues encountered during the support process
Qualifications:
- 5 years of experience with a BS/BA, 3 years with a Mississippi/Massachusetts, Oregon 0 years with a PhD and 7 years of experience
- Experience with the ServiceNow ticketing system is required
- Ability to work a rotating 24/7 schedule and 100% onsite at GSA Headquarters
- Excellent communication, teamwork, and technical skills
- Azure AD, Windows 11, and Microsoft Office proficiency preferred
- Ability to obtain and maintain a Public Trust
Salary Range: $51,000 – $82,000 based on experience and other factors.
Job title: Lead Helpdesk Specialist
Company: Peraton
Expected salary: $51000 – 82000 per year
Location: Washington District of Columbia
Job date: Fri, 30 Aug 2024 07:37:53 GMT