Lead Helpdesk Manager / Analyst

US-DC
Job ID
2018-3091
# of Openings
1
Category
Management
Clearance
Secret
Work Authorization
US Citizens, preferred

Overview

VariQ has an exciting opportunity for a highly qualified Tier 2 Helpdesk Manager / Analyst to support the DOS project in Washington, DCThe ideal candidate will lead a Help Desk operation that provides phone and email based helpdesk support services to end users of a global human resources management system based on PeopleSoft HCM. All communications will be logged in an online trouble ticketing system. Strong leadership and communication skills and a genuine desire to assist clients are key attributes of the right candidate.

 

Additional Information:

  • Location: Washington Metro Area
  • Salary: Dependent upon experience
  • Security Clearance: Secret
  • Available: within 30 days

Responsibilities

Role, Expectations & Deliverables

 

This is a hands-on role involving leading and supporting Help Desk staff in following established procedures to provide phone, email, web, and in-person support to users in the areas of desktop applications for all types of computer systems, and applications

Possess good communication skills to interface with help desk staff and users requesting help.

 

Ideal candidates will be able to:

  • Communicate technical concepts to non-technical persons.
  • Communicate with individuals whose first language may not be English.
  • Serve as the first point of contact for troubleshooting system access, account access and application software. Conduct initial triage and route for further processing as necessary.
  • Build and maintain trusted relationships and influence decision making
  • Demonstrate a broad knowledge of a technical/functional discipline and apply extensive expertise as a generalist.

Qualifications

Required Skills

Relevant Bachelor’s Degree, Computer Science, Engineering, Math, Business, Communications

Experience working with PeopleSoft HCM or other enterprise business application is a plus

Experience working with trouble ticketing systems such as Remedy and ServiceNow is a plus

6+ Years in Tier 2 Help Desk in Helpdesk, Functional/Business Analyst

3+ Years Managing a Global Help Desk

Excellent analytical, problem solving, organizational, communication

Clearance Requirement:  Secret Clearance Required

 

Applicants selected will be subject to a security investigation and must meet eligibility requirements to obtain and maintain a Secret clearance.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with VariQ (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

 

 

VariQ is an equal opportunity employer.

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