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Overview

Primary Focus

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

Job 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 Job Skills and 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

+ Secret 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.

Our Commitment to you / overview of benefits

+ Medical, Dental and Vision Insurance; Wellness Program

+ Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)

+ Short-Term and Long-Term Disability options

+ Basic Life and AD&D Insurance (Company Provided)

+ Voluntary Life and AD&D options

+ 401(k) Retirement Savings Plan with matching after one year

+ Paid Time Off

**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._

_Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law._

Pay Range

USD $85,000.00 - USD $90,000.00 /Yr.

Submit a Referral (https://careers-cayuseholdings.icims.com/jobs/2337/helpdesk-support-section-lead/job?mode=apply&apply=yes&in\_iframe=1&hashed=-1834356743)

**Location** _US-MD-Andrews Airforce Base_

**ID** _103195_

**Category** _Information Technology_

**Position Type** _Full-Time Salary Exempt_

**Remote** _No_

**Clearance Required** _Secret_