Lead Helpdesk Specialist

Responsibilities

• This vital position is responsible for providing advanced direct support to end users onsite and remote, and tracking all Help Desk metrics every week, including new/open incidents, classification of incidents by tier and assigned group, and number of resolved instances.
• Receive customer Help Desk phone calls, service requests and in-person walk-ins.
• Process Help Desk tickets with the Helpdesk Staff/Specialist serving as the single point of contact for support for the end user.
• Provide direct production support services for application users by responding to operational problems that are funneled to the team via the customer’s helpdesk ticketing system, ServiceNow.
• Work with the functional areas of the PTT IT team, as well as junior Helpdesk staff, to provide Tier 2 and 3 customer support.
• Responsible for maintaining FAQs for questions or queries from users and SOPs for common issues encountered during the support process with detailed analysis and resolution steps.
  
  

Required Skills And Experience

• Associate degree and 7+ years of relevant experience
• Experience with the ServiceNow ticketing system is required.
• Ability and flexibility to support a rotating 24/7 schedule.
• Ability to work 100% onsite at GSA Headquarters in Washington DC
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
• Azure AD (portal) administrator skills, Windows 11 management, basic networking, Wi-Fi / ethernet troubleshooting,
• Excellent Microsoft Office skills (Word, Excel, and other applications)
• Knowledge of G Suite applications (Sheets, Docs, Slides) a plus
• Ability to train end users on frequently asked technical issues.
• Ability to provide technical assistance and support over the phone.
• Friendly presence, helpful attitude, good interpersonal skills, empathy, and ability to work well with others.
• Strong analytical skills with the ability to visualize a problem or situation and think abstractly to solve it.
• Highly detail, productivity and customer service oriented.
• Adaptability, flexibility, and ability to deal with ambiguity and change.
• Effective communication and collaboration skills.
• Sound business ethics, including the protection of proprietary and confidential information.
• Ability to work with all levels of internal staff, as well as outside clients and vendors in a fast-paced environment.
• Skilled communicator with clients and employees.
• Ability to obtain and maintain a Public Trust
  
  

Equal Employment Opportunity

GovTact and Insperity provide equal employment opportunities to all employees and applicants in all company facilities without regard to race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, (or related medical conditions, including, but not limited to lactation), physical disability, mental and/or intellectual disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws.

This applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.