ESD Manager

Job #2089421

Job Description Service Desk Lead – Apex Systems

Location:

Fort Bragg, NC

Clearance Required:

TS/SCI Pay Rate:
Flexible + earned sick leave, and paid federal holidays

Shift: M‑F normal working hours, or 4 10s M‑Th

How to Apply

Interested candidates should apply directly and send an updated resume to Julissa Rowell at [email protected] with relevant certifications.

• Manages all activities related to the staffing and operation of an information systems help desk
• Plans, prioritizes, and schedules help desk activities to ensure continuity of service
• Leads, directs, evaluates, and develops help desk staff to ensure that users receive competent and timely service
• Analyzes help desk inquiries to identify recurring user problems, recommend solutions, and to identify areas where help desk service can be improved
• Ensure that help desk staff use and maintain problem management databases or other help desk software so that help desk activities and performance can be monitored
• Develops problem solving guidelines, checklists, or other materials to assist help desk staff to respond to user problems that are recurring or routine
• Evaluates Help Desk Systems and Processes for efficiencies and recommend improvements, as needed
• Respond to more complex, escalated enquiries from team members
• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Perform systems administration of desktop systems connected to local and wide area networks. Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.
• Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins.
• Provide support for implementation, troubleshooting and maintenance of IT systems.
• Manage IT system infrastructure and any processes related to these systems
• Provide support to IT systems including day‑to‑day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.
• Provides polite and friendly customer service
• Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types Tier I issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self‑help capability
• Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support
• Possesses comprehensive knowledge of desktop operating systems and applications

• Education:
  
  Bachelor's Degree with 12 years of experience

Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.

If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at [email protected] or 844‑463‑6178.