This is a hybrid position on the Service Desk. Customer service; robust experience in IT Service Desk environment; Knowledge/use of admin tools/admin console; ability to remotely troubleshoot customer issues via phone/remote desktop support sessions; and knowledge of customer product base (software/hardware) helpful, but not required
As a an Expert CSITO supporting the customer, you will be trusted to guide a dynamic team of talented IT professionals to deliver exceptional customer service to both internal and external customers. In this role, a typical day will include:
Working in a dynamic, customer-focused environment where no two days are the same.
Guiding a geographically dispersed team of IT professionals charged with resolving IT-related issues for both CONUS and OCONUS locations.
Working with government and contract leadership to provide transformative customer service across the enterprise.
Developing employees through coaching and mentoring.
Providing quality assurance, oversight, and alignment to Key Performance Indicators (KPI’s).
Education: Bachelor’s degree in Computer Science, Engineering, or a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
Minimum of 11 years related experience; strong emphasis is placed on leadership experience of a team of 35-40 FTE.
Technical Skills: Experience with Active Directory, Windows 7, Microsoft Outlook, Microsoft Office, and demonstrate hardware/application troubleshooting skills.
Security Clearance Level: Top Secret/SCI with Polygraph
Preferred Qualifications: Knowledge of customer product base (software/hardware).
|Job Category||System Administrator|