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Service Desk Supervisor

Company: Perspecta
Location: Bellevue
Posted on: January 13, 2020

Job Description:

Business Group Highlights Defense The Defense group supports the Department of Defense (DoD) mission to keep our homeland and its citizens safe. We provide solutions to improve the Nation's defense by providing software, systems engineering, IT, training and logistics and fleet management solutions. Responsibilities Uses ability as a skilled specialist to contribute to the development of new concepts/techniques and to complete assignments/tasks in innovative and effective ways. Advanced knowledge on the general/technical aspects of the job. Works on assignments that are highly complex in nature where a strong degree of independent judgment, initiative and technical knowledge are required to resolve problems. Work is completed independently and has ability to handle most unique situations. Frequently determines methods and procedures for new assignments. May supervise the activities of other employees. Over 12 years’ experience providing a broad range of Service Desk/IT support in diverse, fast paced, IT environments. Strong communication skills (oral and written). This work is to be completed at Offutt AFB, NE. Supervises operation of the service desk and serves as focal point for customer concerns Ensure the consistent and professional delivery of superior quality services. Responds to and diagnoses problems through discussion with users. Ensures a timely process through which problems are controlled. Includes problem recognition, research, isolation, resolution, and follow-up steps. Provides support to end users on a variety of issues. Proactively assist customers to avoid or reduce problem occurrence Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Determine action to be taken and interact with appropriate support section (i.e. - network services, engineering, applications development, etc.) 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. Participates in projects and provides resolution and feedback based on analysis. Provide feedback, updates and status to users on their requests for assistance Provide configuration and use support for all customer-approved operating systems including, but not limited to, Microsoft, Linux, UNIX, etc. Assist in developing, maintaining, and updating IT documents for use by service desk personnel and end-user guides. May act as a mentor and may provide some lead support to other employees Use Remedy ticketing system or other software tools to track work as required Support DoD customers in a demanding environment Qualifications Good communication skills to interact with team members, customers, and support personnel Strong analytical and problem solving skills to resolve technological problems Basic leadership skills Ability to work independently and as part of a team Experience in customer facing role including remote support, telephone support, and resolving problems sufficiently through verbal description via telephone or e-support. Knowledge, experience and updating Knowledge Management systems. Excellent organizational, communication, and problem solving skills and a proven understanding of IT business needs and knowledge of IT industry standard best practices Experience and understanding of Department of Defense and Military organizations, procedures, and instructions is desirable Experience with ITIL Service Desk operations Strong communication (oral and written) and briefing preparation skills; Minimum Requirements: • High level of customer service aptitude. • Ability to juggle multiple projects, priorities and re-prioritize as necessary in order to align with current business objectives. • High level of motivation, self-starter, ability to quickly identify what needs to be accomplished. • Excellent communication skills and problem solving abilities. • Willingness to roll up your sleeves and get the job done. • Ability to interact with employees at all levels. • Well organized and detail-oriented with good follow-up skills. • Proficient in Word, Excel, Outlook, PowerPoint and ability to learn and use other software products/tools • Knowledge of various operating systems, Microsoft, Linux, UNIX, etc. • Bachelor’s degree plus over 12 years directly related experience • CompTIA Security+ or equivalent • ITIL Foundation or equivalent About Perspecta What matters to our nation, is what matters to us. At Perspecta, everything we do, from conducting innovative research to cultivating strong relationships, supports one imperative: ensuring that your work succeeds. Our company was formed to bring a broad array of capabilities to all parts of the public sector—from investigative services and IT strategy to systems work and next-generation engineering. Our promise is simple: never stop solving our nation’s most complex challenges. And with a workforce of approximately 14,000, more than 48 percent of which is cleared, we have been trusted to just that, as a partner of choice across the entire sector. Perspecta is an AA/EEO Employer - Minorities/Women/Veterans/Disabled and other protected categories. Options Apply for this job onlineApply Share Email this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed As a government contractor, Perspecta abides by the following provision PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Keywords: Perspecta, Bellevue , Service Desk Supervisor, Other , Bellevue, Nebraska

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