PCI Federal Services LLC has a passion for our team members and their personal mission for success. We offer excellent insurance, leave, and developmental benefits, along with some flexibility for remote work opportunities. Come join our organization and be part of an exciting team supporting our Federal, DoD, and Private Sector customers!

Reporting to the Director of Information Technology, The Lead Help Desk Analyst plans, conducts, and supervises complex assignments and develops and applies new methods and procedures to resolve a variety of service incidents that deviate from planned or expected information system behavior. Provides a rapid response inquiry service for users and customers to solve problems they have in using the relevant features and functions of the information technology products and services. Understands Help Desk metrics and analyzes reports to determine service and support trends required to plan and implement new service approaches within the department. Acts and Performs for the lead of the help desk.

• Recommend and implement service and product improvements and participate in planning meetings with the management team
• Proactively address problem areas by recommending effective and appropriate solutions
• Create and disseminate surveys to determine client and staff needs
• Analyze call records and recommend solutions for problem areas
• Review and resolve client behavior and inappropriate service provider responses and act as the first level of escalation and complaint handling for the department
• Investigate newly reported problems and document solutions; administer site licensed software for the organization.
• Respond to and resolve Level I client issues such as hardware and software problems, and installations Respond to escalated problems from working level staff and customers
• Document and update accurate and consistent records of all calls; check progress on referred problems and keep users informed.
• Apply escalation procedures for problems with unsatisfactory progress
• Provide users with routine information such as system updates, errors, and features; carry out practical assignments supporting routine operations
• Respond to Level II requests such as hardware, software, networks, training, and installations; elicit additional information from clients and colleagues to diagnose issues
• Refer complex situations to relevant areas with accompanying diagnostic information
• Provide the leadership required to ensure the maintenance of accurate records and preparation of statistics for reports; develop, verify, and maintain Help Desk procedures
• Monitor call records, service levels and status
• Monitor progress on problem resolution and advise users on status; set priorities and escalate problems not being solved.
• Ensure users receive services that were committed and receive information on systems updates, errors, and features
• Train users in a large number and type of software applications on an ad-hoc basis
• Learn about new technologies in advance of their introduction to the organization to effectively respond to help-desk inquiries
• Plan, schedule, and monitor your own work within short time horizons
• Organize individual time, work, and resources to accomplish objectives in the most effective and efficient way; understand and use appropriate methods, tools, and applications to complete work tasks
• Demonstrate a rational and organized approach to work and identify development opportunities
• Absorb technical information when it is presented systematically and apply it effectively
• Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement
• Ensure that the internal and external customer perspective is a driving force behind decisions and activities; follow service practices that meet customers’ and organizational needs
• Interact with others in a way that gives them confidence in one’s intentions and those of the University
• Work collaboratively with others to achieve departmental and institutional goals; actively participate as a member of a team to move the team toward the completion of goals
• Perform a range of varied work activities in a variety of structured environments
• Successfully engage in multiple initiatives simultaneously
• Apply and enforce department change control policies and procedures
• Performs other duties as assigned by management

• Relevant experience totaling 5 years, including one year of supervisory experience
• At least 3 years of experience in networking or computer system administration, including virtualization, storage administration, and networking concepts and systems
• Networking/Systems related certification required within one year or appropriate experience
• Knowledge in supporting various applications, including but not limited to Great Plains, ShopTech E2, Catia, Firewalls, VoIP phone system, Office 365, Email, CWorks, Database support SQL and Access, Passport POS, Trendar POS, Dinerware, and others.
• Knowledge of and ability to program, update and back up websites
• A comprehensive knowledge of PCs, printers, networks, and networking devices
• Knowledge of desktop and notebook computer platforms
• Demonstrated ability to communicate effectively both verbally and in writing
• Working knowledge of cellular devices required
• Must possess verifiable knowledge of Microsoft Office and Windows operating systems, and virus detection software
• Must possess verifiable knowledge of computer system installations and servicing, troubleshooting, problem determination, and restoration techniques
• Must have knowledge of LAN/WAN protocols, cabling, Internet browsers, and Fiber Infrastructures
• Must be well organized with excellent attention to detail
• Must possess ability to maintain confidentiality
• Must have valid driver’s license
• Must have physical ability to climb ladders, lift and manipulate objects up to 50 lbs, and perform tasks on all areas and aspects of I.T. projects
• Ability to work independently with limited supervision
• Ability to comply with all other requirements as specified within the CIEDA Personnel Policies and Procedures
• Must be familiar with networking command line and protocols
• Strong interpersonal and communication skills, including the ability to explain advanced procedures in writing or verbally
• Ability to train users in applications and operating system fundamentals; ability to research and assist with composition of purchase justifications and make presentations to an internal audience
• Possess the ability to independently solve problems; should have a strong sense of self-direction
• Strong skills with Windows operating system commands and utilities
• Strong understanding of server hardware and software
• Understanding of distinctions between system processes/services and user processes, local and network resources and resource sharing, as well as basic networking concepts and practices
• Familiarity with networked/distributed computing environment concepts

PHYSICAL REQUIREMENTS *

The physical demands described herein are representative of those which may need to be met by an employee to successfully perform the essential functions of the job. Employees must possess the ability to work in an office environment. Employees must possess the ability to work in a standard office or conference room setting and use standard office equipment, including a computer. To visit other company sites, employees must be able to operate a motor vehicle and fly in an aircraft, both of which may require sitting for prolonged periods of time. Employees must possess vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone. Standing in work areas and walking between work areas will be required. This position may require an employee to occasionally bend, stoop, kneel, crouch, crawl, climb or balance; reach, push, and pull drawers and doors open and closed. The employee must occasionally lift and/or move up to 20 pounds.

It is the policy of PCI Federal Services LLC that all candidates offered a position will be required to successfully complete a criminal background check and drug screening.

PCI Federal Services (PCIFS) is an equal-opportunity employer. PCIFS does not discriminate on the basis of age, sex, race, national origin, religion, marital status, sexual orientation or identity, Veterans or Disability status.
Preference may be extended to qualified Native American Indian candidates in accordance with applicable federal law.