Job Description

Monitors and manipulates the operation of escalated routine administration tasks and events associated with the IT Help Desk, providing support to end users on a variety of issues.

These tasks may include, but are not limited to resolving escalated problems, administering the standards and guidelines related to the support of the IT Help Desk.

Monitors the performance of network hardware and software, and application servers for stability and efficiency, making adjustments as needed.

Serves as third level support and lead technician for non-routine and major events and incidents by identifying, researching and resolving issues.

Responds to telephone calls and email requests for IT Help Desk operational support. Maintains SOPs for the IT Help Desk process, creating new SOPs when needed.

Trains and coordinates with other IT staff as needed. Provides management reports on the IT Help Desk process as needed.

Competent in handling the work of the IT Help Desk. Safeguards physical access to Exchange restricted data, processes and services.

Job Grade

Job Tier

Career Area

Information Technology

Supervisor

Job Qualifications

Four years of experience in computer technical support.

Bachelor's degree in information technology and two years of experience in computer technical support.

Degree (one of) :

BACHELORS DEGREE - Preferred

Major / Minor (one of) :

INFORMATION TECHNOLOGY - Preferred

Salary Minimum

$60,857.00

Major Duties

Resolves problems that are unable to be resolved with first or second contact with customer.

Trains lower level help desk support technicians.

Serves as lead technician.

Creates Standard Operating Procedures based upon known problems.

Provides management reports.

Performs other duties as assigned.

Work Challenges

24x7 work environment supporting Exchange operations, which requires either shift work, on call, and / or after hours project work and may include holidays, and weekends

IT environment is constantly changing demanding quick solutions and evolving skills

IT position located at HQ

IT position - there may be some TDY associated with this IT work

This is a work-from-home opportunity. Candidate must live in CONUS (Continental United States). No PCS authorized. No LSP Authorized.

Job Type

Management

Number of Positions Remaining

Job Expires

27-May-2024

Benefits Benefits

Health & FSA

RFTRPTINTTFTTPT Medical and Dental Insurance Flexible Spending Accounts Health Savings Account (HSA) Health Reimbursement Arrangement (HRA)

Comprehensive medical and dental plans are offered to eligible associates. Elected coverage starts on your first day with no waiting period.

For more information regarding medical plans offered, visit .

The health care flexible spending account (FSA) allows associates to use pretax dollars for eligible out-of-pocket healthcare expenses for themselves and their dependents.

We also offer a dependent care flexible spending account for qualifying day-care expenses.

Health savings accounts (HSAs) and health reimbursement arrangements (HRAs) include an annual employer contribution, which helps reduce your out-of-pocket costs on eligible health care expenses.

RFTRPTINTTFTTPT Short-Term and Long-Term Disability Basic Associate Life Insurance Supplemental Associate Life Insurance Personal Accident Insurance Dependent Life Insurance Long-Term Care

We offer a disability plan that provides both short-term and long-term income benefits. The plan pays a weekly or monthly benefit of 66 2 / 3% of your annual pay after a waiting period.

Life insurance is available to associates, their spouse and dependents.

Retirement

RFTRPTINTTFTTPT Retirement (Pension) Plan Exchange 401(k) Plan

The Exchange wants you to be financially prepared for retirement, whether that’s in a couple of years or many years down the road.

We want you to be able to retire on your terms, and we know that saving for retirement on your own can be a challenge. That is why the Exchange offers a traditional pension plan along with a 401(k) retirement savings plan.

The Exchange has an automatic enrollment process for the traditional pension plan for all newly hired and rehired regular full-time associates.

Regular full-time and part-time associates are automatically enrolled in 401(k) unless they opt-out.

RFT regular full time RPT regular part time INT intermittent TFT temporary full time TPT temporary part time

Last updated : 2024-05-24