District of Columbia
TITLE & LOCATION
Lead Service Desk Manager - San Antonio, TX - TS/SCI
General Dynamics Information Technology
Supervises the help desk and technical support operations for a major group, office, Division, or customer.
1. Supervises assigned technical support staff in support of networked and stand-alone computer users and systems.
2. Supervises staff in recognizing, identifying, isolating, and resolving problems with information systems products and services.
3. Supervises the installation, testing, and setup of new hardware and software.
4. Assists subordinate technicians in resolving complex computer and/or network problems.
5. Recommends new hardware and software as needed.
6. Maintains current knowledge of relevant technologies as assigned.
7. Participates in special projects as required.
8. Proficiency in Windows Operating Systems and Microsoft Office Products. Microsoft Active Directory; Microsoft Server 2003, 2008, or higher; proficiency in VMWare 5.1 or higher and VSphere Administration.
9. Responsible for providing Service Desk Functional Support, working with the Government and Military Leads, and fellow team members to ensure resources are available to meet customer requirements.
Tasks in direct support of the government include, but are not limited providing or ensuring the team provides the following services:
Help Desk – Provide customer interface by supporting requirements, such as, network accounts, web browsing (i.e. Internet Explorer), e-mail (i.e. Outlook), word processing (i.e. Word), spreadsheets (i.e. Excel), databases (i.e. Access), presentation (i.e. PowerPoint), photo editor, desktop publishing, scanning, writing to appropriate media, telephone voice mail and services, equipment issues, etc. Provide multi-media coordination and assistance supporting the setup of conferences, meetings, and Video Teleconference (VTC) operations.
Problem Resolution – Provide IT support to resolve and document problems, using appropriate ticketing systems. Escalate problems to the appropriate organization or process, when required. Utilize the current customer provided priority matrix as an order to responding to service requests (e.g. trouble tickets).
Core HW and SW – Support for common, standard user workstations, and associated software (standard/common configuration/build) deployed throughout the organization. Review, maintain, and correct any configurations that do not comply with Air
Force and organizational policies. Serve as a single source for Standard Desktop Configuration (SDC) images. Control usage and install SDC on all appropriate workstations.
Build equipment in accordance with latest SDC images and provide equipment install at user desktop.
Ensure Equipment Custodian Officer (ECO) or Unit Software License Manager (USLM) approves all hardware and software prior to use.
Handheld Wireless Devices – Support wireless devices (e.g. smart phones, cellular air cards, etc.) users. To include service setup, maintenance, and end user support.
Specialized Network Support – Support special network user devices and other mission systems and applications deployed within an unclassified/classified environment or network.
Remote Desktop Management – Support capabilities allowing assumption of control of an end user device for problem analysis and resolution.
Moves, Add’s and Changes (MAC) requests – Provide specialized support for increasing, decreasing, deleting, and adding, location adjustment of services for devices and applications, and port security requirements.
Email and Chat Services – Design, install, operate, maintain, and support messaging and, collaboration, including Government Personal Electronic Devices/Tablets/Mobile Devices/etc., voice and data plans, supporting servers, end-user mobile, anti-spam, and pop-up solutions.
Help Desk Intranet site – Maintain SharePoint helpdesk intranet site, which contains information on standards, security policies, technology ordering and technical tips and hints.
Help Desk Performance – Measure and provide weekly help desk performance reports to Task Lead or COR. Provide recommendations to make the help desk more efficient.
Network Health – Provide troubleshooting and resolution expertise to determine network component and configuration issues/failures.
Technical Assistance – Provide technical assistance to support organizational program initiatives. Coordinate solutions with team leads, supervisors, appropriate managers, specialists and/or Contractor technicians.
Customer Training – Provide formal, informal, and On-the-Job Training, related to help desk applications, to customers and Military/Government internal staff, as required.
Compliance – Ensure all systems comply with IAVA, IAVB, and TCNO direction. This includes, but is not limited to, reviewing, applying, testing, implementing patches, changes in settings, and updating reporting databases.
Utilize existing problem prevention and workload reduction techniques. Recommend enhancements to existing techniques and new techniques to Government staff.
Attend weekly meetings to update Government leadership on status, issues, and resolutions as required.
STIG Compliance- Maintain software and hardware in accordance with applicable Security Technical Implementation Guide (STIG) guidance.
Bachelor's Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.All personnel shall have at a minimum DoDD 8570.01-M and 8140 approved and registered IAT Level II baseline certification, with preferred Security + CE to be considered for this task order.
5-8 years of directly related experience supporting help desk operations.
As a trusted systems integrator for more than 50 years, General Dynamics Information Technology provides information technology (IT), systems engineering, professional services and simulation and training to customers in the defense, federal civilian government, health, homeland security, intelligence, state and local government and commercial sectors.
With approximately 32,000 professionals worldwide, the company delivers IT enterprise solutions, manages large-scale, mission-critical IT programs and provides mission support services.
GDIT is an Equal Opportunity/Affirmative Action Employer - Minorities/Females/Protected Veterans/Individuals with Disabilities.
Security:Top Secret/SCI with Polygraph
Location: San Antonio, TX - Texas
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