Job Title	Location
Help Desk Supervisor

 

Scope	The Help Desk Supervisor’s primary responsibilities include the overall management and technical oversight of the Help Desk, Desktop Support and computer imaging Team. As such, the Help Desk Supervisor must have an excellent technical understanding of all aspects of Help Desk operation and management.
Responsibilities	The candidate will be involved in customer support activities and will have direct operational responsibility to: • Provide technical oversight and direction to the Help Desk, including Desktop Support and Automated Data Support Equipment (ADPE) sections • Provide coordinating with the System Administration section • Provide coordinating with the Network Administration section • Direct interface and reporting to site Operations Manager, Program Manager and Customer Management, as required • Direct interface with senior site military leaders • Train, mentor, evaluate, and lead technical employees • Provide assistance in troubleshooting in any area of the Help Desk Team responsibilities • Personnel evaluation and development for more than ten people in the department • Other duties as assigned
Required Qualifications	• Active Secret clearance • Associates technical degree or equivalent experience • Minimum of three years Help Desk /Desktop Support experience • Advanced knowledge of Windows XP and Microsoft Office • Working knowledge of all Microsoft applications, Exchange 2000, Windows, DOS, all protocols, industry software applications, Internet, Cisco • Advanced technical troubleshooting experience • Must meet overseas medical deployment qualifications
Desired Qualifications	• MCSA certified • MCDST (Microsoft Certified Desktop Support Technician) Certification • Excellent customer service skills and demeanor, both on the phone and in-person • Ability to maintain a professional and courteous manner in difficult situations • Demonstrated self-starter and ability to independently resolve problems • Ability to perform effectively in a fast paced environment • Ability to maintain high quality work and manage multiple critical projects • Ability to perform effectively in a team oriented environment • Ability to communicate effectively with a diverse group of customers • Experience in the use of Remedy trouble ticket software

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