Service Desk Lead

Soft Tech Consulting is seeking a highly motivated, self-directed individual to fill the role of an Service Desk Lead. The selected individual will join a collaborative team environment where they will provide expertise and guidance to the project team/management. The Service Desk Lead.plays a key role in client relations. Key to the success of this position is the successful delivery of the project and effective communication to all levels of staff for reporting project status.

MUST BE US CITIZEN or PERMANENT RESIDENT/GREEN CARD HOLDER

MUST BE ABLE TO OBTAIN PUBLIC TRUST

• Manage IT service desk and/or IT Service desk teams.
• Oversee support for the following Support Services functions:
  • Login and access support (e.g. Active Directory, permissions)
    
  • Computer hardware and mobile computing
    
  • Software installation
    
  • Computer troubleshooting
    
  • Unified communications, telework, and remote access (e.g., wifi, email/mailboxes/ distribution lists)
    
  • Network connectivity (e.g., wired, wireless, storage, access)
    
  • Deskside training
    
  • Resolve incidents and fulfill service requests
• Oversee support for the following Engineering functions:
  • The maintenance and management of operating systems, including patching and software updates,
    
  • Evaluate and test all products, including software applications, to ensure the product work and can be supported in the NIEHS environment, and
    
  • Personal computer (PC)/laptop lifecycle activities
• Assign the category, level of urgency (critical, high, medium, or low), and impact (extensive/widespread, significant/large, moderate/limited, or minor/localized) to individual ticket to the ticket request.
  
• Provide customer-facing/Customer Support Professional (CSP) support to end users in response to the ticket
• Ensure the assigned CSP remains the contact person throughout the duration of the request, even if the service is being addressed by one or more members of the Contractor’s team.
• Provide a Ticket Resolution Report (DEL 9:1) by priority levels and by ticket category and include the ticketing system parameters used and the data set.

• B.S. or B.A. Degree Or Four years of related experience may be substituted for the education degree requirement.

• Minimum 4 years of experience managing IT service desk or IT service desk teams.
  
• Experience with ServiceNow or similar ticketing system.
  
• Experience working on complex problems where analysis of situations or data requires an in-depth evaluation of various factors.
  
• Must be able to effectively communicate with Government representatives both orally and in writing.
  
• Experience in successfully fulfilling requests and meeting SLAs.
  
• Excellent verbal and written skills.
• Must be detail oriented.
• Able to work independently.

Soft Tech Consulting, Inc. is a woman and minority-owned business headquartered in Chantilly, VA. With contracts in both the public and private sectors in the DC metro area and across the country, Soft Tech is an organization made up of highly successful and talented Information Technology professionals offering enterprise class solutions for any size organization at great value. Soft Tech’s mission is to help government organizations design, implement, and maintain mission critical Information Technology solutions. By focusing jointly on our employees and our customers, we are able to achieve our mission by providing each and every one of our customers with continuous quality customer support.
 
Soft Tech Consulting, Inc. is an Equal Opportunity Employer.