IT Help Desk Manager Job at CSA – Careers
Capstone and CSA is seeking an Information Technology Tier II Helpdesk Manager to support 780 clients using Windows 10 PCs and laptops, VTCs, and mobile devices for the Commander Navy Installations Command (CNIC) at the Washington Navy Yard, DC.
Responsibilities
- Set up, operate, and manage the CNIC Tier II Helpdesk between the hours of 6:00 A.M. and 6:00 PM, Monday through Friday, excluding Government closures (e.g., holidays, snow days).
- Manage the CNIC Tier II Helpdesk team, providing guidance and prioritization of tasks to the team, problem analysis, tracking and resolution, problem trend analysis, quality assurance follow-ups, and assistance to users in obtaining optimum utilization of their workstations by recommending and overseeing the installation of approved software and hardware to provide enhanced capabilities, and identifying ways to optimize their existing hardware and software configurations.
- Utilize the G2 Trouble Ticketing tool to ensure all tickets are assigned to a specific technician and resolved within the timeframe specified.
- Ensure that descriptions, details, and solutions for all incidents are thorough and accurate, and that all incident tickets are properly logged, categorized, prioritized, routed, and resolved within the mutually agreed upon timeframes.
- Manage the assignment of Tier II Helpdesk technicians for building 111 located at the Washington Navy Yard.
- Participate, as directed by CNIC, and represent CNIC, in various Navy-wide groups.
- Evaluate, test, and recommend to CNIC the implementation of new hardware and software technologies that will improve customer efficiency.
- Guide/assist helpdesk staff in resolving complex user issues that they cannot resolve themselves. This might involve consulting and/or coordinating with other teams, Navy and Marine Corps Internet (MCI), other equipment manufacturers, vendors, application developers, and possibly bringing in outside help.
- Assist with the implementation of Navy and CNIC, policies, procedures, and regulations governing authentication to, security of, and access to resources on the network.
- Ensure that necessary security standards, regulations, guidance, and precautions are adhered to in the operation and maintenance of the Tier II Help Desk.
- Manage the CNIC Tier II Helpdesk documentation.
- Deliver technical documentation as directed by the Government’s Technical Representative.
- Determine work schedules working with the Government’s technical representative.
- Provide a monthly status report in electronic format.
Qualifications
- Bachelor Degree
- Minimum of 10 years experience in managing a help desk team supporting in excess of 750 customers.
- Secret security clearance
Preferred Qualifications
- Knowledgeable and fully conversant on Next Generation Network (NGEN)/NMCI Contract, service level requirements, Requirement to Award Process Tool:
- Experience with NGEN/NMCI transitions, including schedules, rollouts, architecture requirements, and implementation of unique technical requirements.
- Experience coordinating and resolving NGEN/NMCI issues among CNIC HQ personnel leadership.
- Ensure information and training is being disseminated to all levels of the chain-of-command through a Beltway Weekly, Regional meetings, and weekly meetings with Leidos and PMW 205 customer support manager.
- Technical expertise, with not only a thorough knowledge of all aspects of the NGEN/NMCI program, but also much of the hardware and software used on NMCI.
- Monitor recurring and claimant specific technical problems associated with the Navy's NGEN/NMCI efforts.
- Evaluate technical problems and provide pertinent data and recommendations to the Leidos, PM NMCI NGEN program office, Naval Computer and Telecommunications Area Master Station Atlantic Customer Relation Management team, and CNIC leadership as required.
- Minimum of 10 years experience in the NMCI NGEN technical arena, and managing a help desk supporting 780 plus customers.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.
Applicants may need to meet eligibility requirements for access to classified information; an active United States Department of Defense security clearance or the ability to obtain one may be required for this role.
As a federal contractor, CSA is subject to any federal vaccine mandates or other customer vaccination requirements. All new hires are required to report their vaccination status.
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