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Help Desk Deputy Team Lead in Reston, VA at Booz Allen Hamilton Inc.

Date Posted: 11/20/2018

Job Snapshot

Job Description

Job Number: R0042584

Help Desk Deputy Team Lead

Key Role:

Supervise a team of Tier I and Tier II technicians providing help desk services for a DoD client. Oversee the technical and management escalation of issues in accordance with standing operating procedures (SOPs) and provide highly creative, insightful technical solutions and thought leadership. Assign personnel to various operations, direct their activities, review and evaluate their work, and prepare performance reports. Identify performance gaps and act to resolve challenges. Manage stakeholder expectations through direct client interfacing and build relationships across multiple DoD teams and agencies. Interface with Tier III teams to escalate and resolve technical issues and incident tickets supporting 13 operational networks. Provide technical assessments and recommendations for equipment purchases.

Basic Qualifications:

-1+ years of experience in a help desk technician or help desk leadership role

-Experience with the use of IT service management (ITSM) tools and tracking software, including BMC Remedy or ServiceNow

-Experience with monitoring or managing a help desk phone queue

-Experience with installing, configuring, troubleshooting, and maintaining hardware and software
-Experience with working and multi-tasking in a fast-paced work environment
-Ability to attend weekly meetings, provide technical solutions, and recommend courses of action (COAs)
-Ability to create and maintain comprehensive documentation for all troubleshooting procedures and move or replace computer equipment to support office moves and malfunctioning devices, as requested

-Active TS/SCI clearance

-HS diploma or GED

-DoD 8570 IAT Level II or CompTIA Security+ Certification

Additional Qualifications:

-Experience with leading a team of technicians across multiple sites, monitoring a team workload, and ensuing proper staffing levels are met

-Experience with using Microsoft Office products

-Knowledge of networking devices

-Knowledge of network devices

-Possession of excellent oral and written communication skills

-Possession of excellent interpersonal skills

-BA or BS degree in Information Systems or equivalent experience

-Computing Environment (CE) Certifications for the operating systems or security-related tools and devices they support, as required

-ITIL v3 or ITIL Intermediate Certification


Applicants selected will be subject to a security investigation and may need to meet eligibility requirements for access to classified information; TS/SCI clearance is required.

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