Education: Bachelor Degree in related field or equivalent experience.
Security clearance/IT access requirement: Secret/IT level I
Required Certifications: CompTIA Server+ & MCSA Windows 7, 8, or 10
Under general direction, serves as Service Desk Team Lead, responsible for providing second-tier support to end-users for PC, server, mainframe applications and hardware. Oversees handling of problems that the Service Desk is unable to resolve. Team Lead is responsible for escalation of tickets, tracking of tickets, ensuring tickets are completed within C4IM baseline metrics, providing data for IT metrics and ISR reporting.
Candidate provides Remedy reports for aged tickets and tickets completed within the C4IM metrics. Trains service desk staff and IMOs, providing guidance to service desk baseline and mission IT support staff on the contract. May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. Simulates or recreates user problems to resolve operating difficulties. Recommends systems modifications to reduce user problems. Maintains currency and high level of technical skill in field of expertise. Escalates more complex problems to senior level engineers. Maintain favorable customer relations by handling requests in a tactful and professional manner.
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Caelum is an Equal Opportunity Employer (EOE) offering a flexible and friendly work environment of an increasingly diverse workforce.
DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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