Tier 2 Lead Help Desk Technician

Summary 100% Telework position. Estimated salary range for this position is $75k - 80k plus full benefits. The Lead Help Desk Technician provides superior customer service and acts as the first line for fielding and performing the initial screening of customer related incidents being reported and will assist the customers in identifying the nature of the incident and initiate discussions with the appropriate parties. The Lead Help Desk Technician is responsible for answering queries and addressing system and user issues in a timely and professional manner. The Lead Help Desk Technician will also be responsible for supervising and evaluating the performance of Tier 0 Help Technician(s). Responsibilities Receive customer help desk phone calls and service requests for support. Provide direct production support services for application users by responding to operational problems that are funneled to the team via helpdesk tickets. Implement incident management processes. Provide daily, weekly, monthly, and quarterly incident management reports and status reports. Create schedule for Tier 0 technicians. Manage all Tier 0 technicians. Responsible for maintaining FAQs for questions or queries from users and an SOP for common issues encountered during the support process with detailed analysis and resolution steps. Evaluate and provide feedback on the performance of Tier 0 Help Desk Technician(s). Other duties as assigned Qualifications Associate degree and 3+ years relevant experience. Background check required. The position requires a COVID vaccination or an approved accommodation/exemption for a disability/medical condition or religious belief. Knowledge, Skills and Abilities Experience with Agile and/or federal software development environments preferred Ability to work independently and yet be effective within a team setting Must be capable of managing multiple efforts with time related constraints in a fast-paced contracting environment Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others Excellent Microsoft Office skills (Word, Excel, and other applications) Experience with Agile and/or federal software development environments preferred Experience with Azure Experience with M365 Ability to train end users on frequently asked technical issues Ability to provide technical assistance and support over the phone Good phone skills, professional demeanor, and previous customer service experience strongly desired Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it
Chenega Systems, LLC Teleworking Permitted? Yes Teleworking Details 100% Telework