Tier 2 Helpdesk Lead

Title: Tier 2 Helpdesk Lead

Location: Remote

Clearance: Active Top Secret with SCI

Certifications: HDI Support Center Manager or equivalent certification.

Experience: Bachelor's Degree in Related Field

Demonstrated excellence in planning, directing, and managing IT operations help desks in an organization similar in size to JSP

Demonstrated successful working knowledge and supervision of help desk employees in efforts similar in size and scope as referenced under this Call Order.

- Knowledge of Tech Control equipment such as Switches, Encryption devices, Network Operation Consoles, and Circuits

- Knowledge of networking and network-based software applications.

- Bachelor's degree with a major in a field that provides knowledge useful for managing IT requirements like those of the Call Order requirements

- Demonstrated ability for oral and written communication with the highest levels of management

- Must have knowledge in operating and maintaining Tier 2 Tech Control Helpdesk functions and DISAC 310-175-9

- Must have expert knowledge in translating high level functional and technical requirements based on interactions with the user community

- Knowledge in handling and managing incidents and service requests for activities such as changes, problems, configurations, and requisitions for equipment and services.

minimum 5 years' experience with help desk support and operation in a DoD IT environment

- minimum of 5 years working experience with providing customers with day-to-day support by responding to, documenting, tracking, resolving, and managing customer issues, question, and requests