Help Desk Specialist &ndash Senior - Ft. Belvoir VA (Anchorage, AK)

Help Desk Specialist &ndash Senior - Ft. Belvoir VA

Help Desk Specialist SeniorLocation Fort Belvoir Community Hospital (FBCH) Fort Belvoir VirginiaPls. apply online at www.1prospect.com careers1Prospect is seeking a qualified Senior Help Desk Specialist to provide leadership and guidance to the Customer Support staff and interface with branch chiefs to ensure that priorities are addressed and VIP support is properly managed in support of Medical Communication Infrastructure Technical Support Services to Fort Belvoir Community Hospital and its ancillary clinics within the National Capital Region Medical Directorate to include Dumfries Health Center Dumfries VA Fairfax Health Center Fairfax VA and DiLorenzo Tricare Health Clinic Arlington VA. The Senior Help Desk Specialist will have oversight of the tier 1 2 and 3 Help Desk Technicians as well as the Mobility team technicians.Duties and Responsibilities Work closely with the Customer Support branch dedicated Project Manager to ensure that staff is aligned to respond to project delivery dates. Planning assigning directing and evaluating the work of personnel engaged in customer support. Developing and upholding technical and operating standards for the customer support staff. Analyzing manpower requirements and assigning appropriate personnel to manage the spikes. Prioritizing employee workload via the trouble ticket queue and assist other members of the team in troubleshooting. Conduct team meetings with help desk staff to disseminate information regarding priorities and emerging issues receive feedback from technicians and foster collaboration. Performs staff scheduling to ensure Help Desk coverage during normal business hours extended evening shift and weekend and holiday support as required Manages the Help Desk staff to include providing input for performance appraisals promotions hiring and disciplinary actions. Isolates problem trends and ensures that troubleshooting efforts are coordinated for recurring problems until permanent solutions are found. Ensures that changes made to improve customer support are followed through. Foster an environment of continual improvement to provide the best customer support experience. Provides leadership by projecting a positive attitude Solves problems and makes decisions daily relative to Help Desk responsibilities. Interfaces with users of technology employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Keep chain of command informed of escalating issues. Ability to manage multiple high priority initiatives in a fast paced highly technical environment Required Experience Minimum Qualifications Must possess at least five (5) years of experience in managing a Help Desk Operation s Team Must have demonstrated incident problem and request management processes leveraging the Information Technology Infrastructure Library (ITIL) service framework and best practices. Must have demonstrated experience with managing a ticketing system (Remedy) Must possess required certifications per DoD 8570.1M for privileged level access (IAT-1). Active Secret Clearance Preferred Experience Bachelor s Degree in Information Systems business Communications or related field is preferred or ten (10) years of equivalent experience Experience working in Healthcare environment Awareness of Governance methodologies commonly governing DoD organizations 1Prospect is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity Affirmative Action-Employer making decisions without regard to race color religion creed sex sexual orientation gender identity marital status national origin age veteran status disability or any other protected class.