What are the responsibilities and job description for the Help Desk Specialist IV - On site position at ResolveSoft Inc?
Help Desk Specialist IV
The Help Desk Specialist IV acts as the primary on-site liaison for the Government and supervises the daily operations of the regional help desk.
Key Responsibilities
- Supervise day-to-day help desk operations and manage teams of IT professionals across the area of operation.
- Identify, research, and resolve complex technical problems.
- Create and manage escalation procedures to ensure Service Level Agreements (SLAs) are consistently maintained.
- Document, track, and monitor incident tickets to ensure timely resolution.
- Coordinate directly with customers to address and resolve IT issues.
- Provide a variety of complicated technical tasks relying on experience and judgment to accomplish performance goals.
Minimum Qualifications
- Education: Bachelor’s degree from an accredited college or university. No substitutions or exceptions.
- Experience: * At least six (6) years of experience working at a Tier 1–2 help desk.
- At least two (2) years of project management experience specifically within IT Service Desk support or services.
- Technical Skills: Demonstrated experience and familiarity with Federal IT security requirements.
- Attributes: Must demonstrate a wide degree of creativity and latitude in problem-solving.
Our mission is to empower our clients to achieve sustainable success through efficient, cost-effective, and scalable solutions that drive significant performance improvements. We believe in delivering value-driven results and fostering a culture that attracts and retains top talent to provide scalable, adaptable services.
Salary : $100,000 - $120,000