Report this Job
Technical Support - Specialist
Location: Arlington, VA
Must have an active Top Secret Clearance
Responsibilities also include:
Manage SOSD (System Operations Service Desk) team consisting of up to 24 watch-standers
Communicate policies, expectations, and feedback to SOSD staff
Facilitate a high-performance team environment and employee engagement
Provide performance feedback and corrective action to direct staff
Lead activities of SOSD staff to diagnose and resolve client problems
Guide SOSD staff on the diagnosis of potential problems and resolutions.
Field escalated customer issues and resolve or refer to specialized experts as needed
Guide and coordinate projects requiring scheduling
Monitor and report the status of tickets and tasks assigned to the SOSD and ensure items are coordinated, logged, tracked, and resolved appropriately.
Provide input on process improvements and contribute to the technology roadmap for the strategic plan.
Perform metrics trend analysis and reporting, guide resultant process improvement.
Contribute to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
Provide guidance and training; may guide other staff
Provide backup duties to the SOSD Government Lead
Work support tickets as needed
Evaluate and provide input regarding employee performance
Conduct one on ones with staff to address training needs, set expectations, and facilitate a 2-way dialogue regarding the employee experience
Maintain SOSD schedule for 24x7 365 support with two-person integrity (TPI)
Other duties as assigned and required.
Requirements
Experience Requirements:
Experience managing/supervising a Service Desk environment
Excellent verbal, written, and interpersonal communication skills, including the ability to effectively communicate with internal and external customers
Must be able to manage multiple priorities in an efficient manner
Understanding of general help desk procedures, company processes, etc.
Ability to design and implement effective policies to achieve consistent team results.
Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
Technical Skills/Competencies:
Excellent computer proficiency (MS Office Word, Excel and Outlook)
Understanding of the technology landscape (cloud computing, hardware, Microsoft infrastructure, etc.) is highly preferred.
Familiarity with Information Technology Service Management (ITSM) ticketing systems (ServiceNow) required.
Supervisory Skills/Competencies:
- Efficient delegation and task prioritization
- Ability to interview and select employees in accordance with company guidelines and Equal Employment Opportunity Commission (EEOC) commitments
- Ability to coordinate and facilitate staff training
- Ability to provide feedback, coach employee performance, and effectively implement disciplinary action as needed
- Ability to manage and resolve conflicts as they arise
Other Requirements:
This position requires a Top-Secret security clearance with SCI eligibility. Must be able to obtain DHS suitability prior to starting employment.
Familiar with HP monitoring solutions preferred
Education Requirements:
Bachelors degree and eight (8) years of related experience or Six (6) years of related experience with a Masters degree.
Company Overview:
Node.Digital is an independent Digital Automation & Cognitive Engineering company that integrates best-of-breed technologies to accelerate business impact.
Our Core Values help us in our mission. They include:
OUR CORE VALUES
**Identifying the~RIGHT PEOPLE~and developing them to their full capabilities**
**Our customers Mission is our Mission. Our~MISSION FIRST~approach is designed to keep our customers fully engaged while becoming their trusted partner**
**We believe in~SIMPLIFYING~complex problems with a relentless focus on agile delivery excellence**
**Our mantra is ~Simple*Secure*Speed~ in delivery of innovative services and solutions**
Benefits
- Medical (100% Coverage for Employee)
- Dental
- Vision
- Basic Life (100% Coverage for Employee)
- Health Saving Account
- 401K
- Three weeks of PTO
- 10 Paid Holidays
- Pre-Approved Online Training
Node.Digital
