Job Information
Cayuse Holdings Helpdesk Support Section Lead in Andrews Airforce Base, Maryland
Overview
Cayuse Technologies, LLC is a Small Business Administration (SBA) Tribal 8(a) certified technology and government solutions provider. Founded in 2006, our past performance spans both private and public sectors, providing innovative solutions and delivery excellence across a range of information technology, and government client missions, focused on minimizing risk through the delivery of quality outcomes.
The Helpdesk Support Section Lead will provide daily support to local and remote users supporting ANGRC. All duties and responsibilities performed in accordance with the Core Values of Cayuse.
Responsibilities
Shall support Help Desk operations and maintenance.
Responsible for the application of system analysis techniques and procedures, including
consulting with users, to determine hardware, software or system functional specifications
Meet daily IT operational requirements of approximately 1400 ANGRC users. 900-1200 (tickets per month)
Deliver operational computers to end users within the same day 90% of the time
The contractor shall ensure the end user is notified directly by a help desk representative prior to closing a trouble ticket
Provide effective management of validated IT hardware and software requests. Requests for hardware and software be tracked and closed using a government furnished SharePoint tool
The contractor shall install, deliver, or set up hardware or software within 2 business days of approval and availability
Resolve verified customer complaints within 2 business days of receipt (4-6 per month)
Provide a trouble ticket number for all interactions requiring touch support services. Close a minimum of 90% of all trouble tickets presented daily. Non accomplished tickets shall be tracked and reported by the Client Systems Lead to the Director of IT Operations and the program manager. Open VIP tickets shall be reported daily to the Director of IT operations.
Install and test software capabilities prior to releasing computers to end users.
Other duties as assigned.
Qualifications
Minimum Qualifications:
Bachelor’s degree in customer service, business management, management studies, computer science, information technology, or information systems.
3+ years’ experience in mobile technology support
Hold a current IAT level 2 Security ++ certification or higher
An advanced Microsoft certification less than 2 years old.
1+ years’ experience in remote cellular management systems such as Mobile Iron and Blackberry unified endpoint management
Top Secret/SCI Security Clearance or the ability to obtain one.
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Minimum Skills:
Excellent verbal and written communication skills.
Excellent interpersonal, negotiation, and conflict resolution skills.
Excellent organizational skills and attention to detail.
Strong analytical and problem-solving skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to act with professionalism and confidentiality.
Skill in managing multiple priorities and tasks concurrently to meet deadlines while establishing and maintaining cooperative working relationships with others.
Proficient with Microsoft Office Suite or related software.
Reports to : Program Manager
Working Conditions:
Professional office environment
Must be physically and mentally able to perform duties for extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
Must be able to establish a productive and professional workspace
Must be able to work varying work schedules and/or extended hours to meet business needs and project deadlines.
May be asked to travel for business or professional development purposes.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Affirmative Action/EEO Statement: Cayuse embraces diversity and equal opportunity in a serious way. We celebrate diversity and are committed to creating and building a team that represents a variety of backgrounds, perspectives, and skills. Cayuse, and all of its subsidiaries, are proud to be an equal opportunity workplace and are an affirmative action employer .
Pay Range
USD $80,000.00 - USD $90,000.00 /Yr.
Submit a Referral (https://careers-cayuseholdings.icims.com/jobs/1626/helpdesk-support-section-lead/job?mode=apply&apply=yes&in_iframe=1&hashed=-1834356743)
Location US-MD-Andrews Airforce Base
ID 102420
Category Information Technology
Position Type Full-Time Salary Exempt
Remote No
Clearance Required Top Secret