Job Title: Contingent Senior Help Desk Specialist
Job Location: Washington Navy Yard Washington, DC
Job Code: 13382939
Imagine One is currently seeking a wide range of candidates for "contingent" openings supporting future work on a Navy program. We are seeking a Senior Help Desk Specialist who will be supporting Information Technology (IT) efforts. This position will oversee Customer Service support; all services are managed through a single help desk that receives, tracks, and measures effectiveness to the program office. The Senior Help Desk Specialist will provide Tier 3 customer support with expected exceptional results and interface with the original equipment manufacturer (OEM) for design and engineering flaws.
As a Senior subject matter expert in customer service/ help desk, the Senior Help Desk Specialist will 1) oversee the review, triage, and response to incidents and requests; 2) maintain/train a staff capable of responding to 400 to 500 tickets/ month; 3) Complete all ticketing system is updated and tracked to acceptable closure; 4) maintain a current and accurate list of VIPs; 5) interface with multiple support teams to provide comprehensive services.
Experience & Educational Requirements:
Bachelor's Degree from an accredited University and 10+ years of experience providing help desk support or Master's Degree and 8 years of said experience.
Experienced, knowledgeable, and regarded as a subject matter expert (SME)
Experienced with: Help Desk and NOC operating processes; IT infrastructure; developing and writing ITIL processes.
U.S. Citizenship required
Active DoD Secret Clearance
IMAGINE ONE offers a full package of benefits and competitive salary. Excellent group medical, vision and dental programs. 401K savings plan; $4K annual tuition reimbursement ($5K if pursuing Master's degree); employee training, development and education programs; profit sharing; advancement opportunities; and much more!
Imagine One is a Woman/Employee-Owned Business ISO 9001:2015, ISO 20000-1:2011, ISO 27001:2013 CMMI Development Level 3
IMAGINE ONE is an Affirmative Action, Equal Opportunity Employer
*IMAGINE ONE "Contingent" offers for employment may stipulate that one or more requirements be satisfied before final commitment between candidate and Imagine One is established; namely, award of contract to the Imagine One Team. Contingent requirements vary and may also include, but not be limited to additional factors (i.e., the position still being available after negotiations with the Government; final approval of your qualifications by the Government; or ability to successfully acquire and/or transfer a DoD security clearance).