DecisionPoint is currently looking for a Senior Helpdesk Support Services Specialist Team Lead to support The Department of State Office of Inspector General .

Ensures SLAs are being met, triaging, and delegating tickets to technicians maintaining customer satisfaction.

Maintains quality assurance and follows up with customers to identify areas of improvement and to ensure technical processes are being exercised routinely.

Works with Help Desk manager to provide meaningful monthly metrics as described in section 4.6 of this SOW.

Maintains knowledge base and works with management on creating/updating standard operating procedures.

Attends meetings and projects delegated by management.

Provide support in OIG enterprise Desktop production environment, and the completion of system enhancements, upgrades, patches, vulnerability mitigation and migrations. This support should include the use of standard processes, best practices and methodologies, and any supporting toolkits and technology necessary to create end-to-end management around "end-user" devices, software, and peripherals.

Provides Tier I and II technical software, hardware and network problem resolution for clients by performing problem diagnosis and guiding users through step-by-step solutions or may provide expertise to solve first and second tier technical support issues for end-users of the organization's products and services

Provide user support in the areas of email, active directory & network services, and Windows Desktop applications; knowledgeable in Office 365, Windows Operating Systems, Teams, and Adobe.

Obtain end-user acknowledgment for completion of service request.

Skilled in interpersonal communications aligned to receiving Help Desk support calls and responding to verbal and written queries for IT assistance users via telephone, email, walk-up, and directly from management.

Deploy and manage Desktop hardware , mobile devices, and software .

Deploy and manage locally attached or network printers, storage devices, and miscellaneous government-owned peripherals.

Support workstation devices, including Government owned locally attached computers, laptop computers, tablet PCs, monitors, docking stations, printers, scanners, network-attached copiers, CD and DVD burners, multi- functional devices , USB devices, mobile handset phones and devices, Air Cards, network servers supporting printing, copying, scanning functions, and other approved devices in the product catalog.

Provide asset provisioning, configuration, deployment, tracking, warranty management, tagging, refresh, and disposal management.

Maintain, and implement where necessary, a highly accurate, maintained asset inventory, end-to-end asset management process, and accessible information database with automated, on-demand management reporting.

Perform physical inventory and property tracking "wall-to-wall inventory" on a biannual basis which shall include inventorying all system assets, both physical and logical. This includes validation and adjudication of inventory with 100% accuracy.

Provide assistance in leading IT projects and provide status reports on progress.

Assist in the deployment and management of Desktop hardware , mobile devices, and software .

Has an Active Secret Clearance.

High School plus specialized training, and 5 - 6 yrs of experience with:

o trouble shooting and resolving technical software, hardware, and network problem resolution for clients;

o using automated information systems to analyze routine situations; o supporting users by fulfilling individual requests for information and/or training in the utilization of various databases; and

o maintaining network diagrams and circuit records, instructs users in the use of PCs and networks, may perform basic PC, PBX, and network software programming.

Has demonstrated Excellent communication skills and is able to interact with other teams in the IT industry.

Certified A+ or holding a comparable Microsoft IT certification such as MCP or MCSE.

Certified Information Technology Infrastructure Library foundations or equivalent experience.

Knowledge of IT management tools, but not limited to .

Subject to all federal and state laws, rules and regulations, DecisionPoint requires all employees to be fully vaccinated against COVID-19. Newly hired employees must be fully vaccinated prior to their employment start date. DecisionPoint will provide reasonable accommodation to individuals who are legally entitled to an exemption under applicable laws so long as it does not create an undue hardship for DecisionPoint and/or does not pose a direct threat to the health or safety of the employee or others in the workplace.

DecisionPoint is an equal opportunity employer. Our company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity , national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment.

Job ID: 2022-1969

External Company Name: DecisionPoint | Cortek

External Company URL:

Street: 1700 North Moore St.

Telecommute: Hybrid Telecommute

Job Details:

Posted Date : 2022-05-07

Job type : Full Time

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