Title: Lead Helpdesk Staff/Specialist Location: Hybrid Washington, DC Key Responsibilities: This vital position is responsible for providing advanced direct support to end users onsite and remote, and tracking all Help Desk metrics every week, including some new/open incidents, classification of incidents by tier and assigned group, and number of resolved instances.
Receive customer Help Desk phone calls, service requests and in-person walk-ins for support.
Process Help Desk tickets with the Helpdesk Staff/Specialist serving as the single point of contact for support for the end user
Provide direct production support services for application users by responding to operational problems that are funneled to the team via the customer's helpdesk ticketing system, ServiceNow.
Work with the functional areas of the PTT IT team, as well as junior Helpdesk staff, to provide Tier 2 and 3 customer support
Responsible for maintaining FAQs for questions or queries from users and SOPs for common issues encountered during the support process with detailed analysis and resolution steps.
Other duties as assigned.
Required skills & experience: Associate degree and 7 years of relevant experience
Experience with the ServiceNow ticketing system is required.
Ability and flexibility to support a rotating 24/7 schedule
Ability to work 100% onsite at GSA Headquarters in Washington DC
Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals.
Friendly presence, helpful attitude, good interpersonal skills, empathy, and ability to work well with others.
Azure AD (portal) administrator skills, Windows 11 management, basic networking, wifi/ethernet troubleshooting,
Excellent Microsoft Office skills (Word, Excel, and other applications)
Knowledge of G Suite applications (Sheets, Docs, Slides) a plus
Layer 1 networking knowledge/troubleshooting
Windows 10/11 laptop knowledge/troubleshooting
Enterprise iOS knowledge/troubleshooting
Ability to train end users and junior Helpdesk staff on frequently asked technical issues.
Ability to provide technical assistance and support over the phone.
Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it.
Strong verbal and written communication skills
Strong analytical and problem-solving skills
Highly detail-oriented and productivity-oriented
Organized, timely, and customer service oriented.
Ability to work well independently and in a team setting.
Adaptability, flexibility, and ability to deal with ambiguity and change.
Excellent attention to detail.
Excellent problem-solving and troubleshooting abilities.
Effective communication and collaboration skills.
Sound business ethics, including the protection of proprietary and confidential information.
Ability to work with all levels of internal staff, as well as outside clients and vendors.
Skilled communicator with clients and employees.
Excellent verbal, interpersonal and written communication skills.
Strong analytical, problem-solving, and decision-making capabilities.
Team player with the ability to work in a fast-paced environment.
Demonstrated outstanding level of professionalism in providing client support, including ability to exercise good judgment, discretion, tact, and diplomacy.
U.S. Citizenship
Ability to obtain and maintain a Public Trust
#WHYPBG: PBG is a leading small business provider specializing in Strategy and Design and Digital Transformation services for National Security and Federal Civilian clients. We have successfully built a company culture based on our single most important asset - our employees. At PBG we are passionate about employee engagement and make it our business to provide our employees with a range of challenging and rewarding opportunities that align with business strategy, promote teamwork and inspire innovation. A job is where you are spending most of your day, so PBG believes in making it a fun, collaborative, and productive environment. We want our employees to have the opportunity to grow and be part of a company that is making a lasting contribution to our customers. Diversity & Inclusion PBG celebrates diversity and is proud to provide Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetics, disability, or protected veteran status. In addition to federal law requirements, PBG complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Disclaimer: This job description reflects management's assignment of essential job functions but is not intended to be a comprehensive list of all activities, duties and responsibilities required by the job incumbent. Nothing herein restricts management's right to assign or reassign duties and responsibilities to this job at any time. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.