Tech Support - Help Desk Lead

Location: Huntsville, AL
Date Posted: 06-15-2018
Candidate will be responsible for day‐to‐day management of incidents. Works with Tier 2 and Tier 3 support to ensure timely resolution. Creates and executes Remedy reports and communicates with managers and customers about the progress of high priority incidents, escalates where appropriate. Verifies proper routing and assignment details for incidents. Monitors queues to ensure all assigned tasks are completed within specified metric requirements. Ensures that Outages and VIP incidents are assigned to appropriate support areas and communicated to necessary support teams/customers. Provides telephone support to end users on a variety of issues; identifies, researches and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support, tracks and monitors the problem to ensure a timely resolution. Resolves PC software configuration problems and remotely installs software products or approved patches. Resolves computer system problems, including coordination between users, product line Specialists and components of the Local Area Network support staff.
Required:  Relevant job experience, as well as strong customer contact experience. Associate’s degree or equivalent in a related field; combination of experience and formal technical training may be substituted for formal education. Minimum 5 years of progressive experience. Ability to work under pressure and meet deadlines with frequent interruptions and redefined priorities. Ability to work independently. DoD 8570 certification (A+CE, Security+ CE). Advanced knowledge of commonly used concepts, practices and procedures within the field. Possess good time management, communication and negotiation skills. Relies on documented policies, processes and procedures to accomplish task objectives. Excellent interpersonal skills and leadership skills.
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