IT Systems & Helpdesk Supervisor overseeing IT systems and managing helpdesk tickets in the United States. Responsible for team management, system maintenance, and project delivery.
About the role
- Help Desk Specialist providing IT support for Lynker Corporation’s weather and climate science solutions. Responsible for managing service tickets and software installations in a federal environment.
Responsibilities
- Monitor IT service management system, complete tickets, and/or assign tickets to the appropriate technician
- Install Windows operating systems (government base image) to government-issued laptops and desktops
- Install and configure approved software and provide continued support as necessary
- Complete assigned steps for new user on-boarding/orientation/transfers/off-boarding
- Configure and deploy government-issued mobile devices
- Assist Federal Property Custodian with accountability and inventory of government-furnished equipment
- Support Audio/visual/remote meeting software (Google Meet, Adobe Connect, Microsoft Teams, etc.) and in-office conference rooms
- Assist office with maintaining tracking inventory of approved software and licenses
- Create new and maintain existing standard operating procedures (SOPs) for process documentation
Requirements
- Team player with a positive attitude, great communication skills, and exceptional customer service habits
- Proven history of successful information technology support to a geographically-dispersed workforce
- Strong attention to detail, troubleshooting, and problem-solving skills - ability to think “outside the box”
- Can manage multiple tasks/projects and quickly respond to users’ technical issues
- Proven experience supporting Microsoft Windows and Apple Mac operating systems, Microsoft Office, Adobe, and other COTS products
- Comprehensive knowledge of Active Directory and other Microsoft enterprise systems
- Fundamental understanding of IT security best practices and threat protection
- Familiarity with change control processes and service desk ticketing systems (Jira, ServiceNow, etc.)
- Experience patching and updating Microsoft products at the client level
- Experience building relationships with management, colleagues, and external working groups
- Strong communication and organizational skills and excellent interpersonal skills
- Self-starter with ability to work in a small team environment
- Ability to follow strict standard operating procedures and technical documentation
- Must be able to pass a NACI (National Agency Check with Inquiries) background check
- High School Diploma with six years of related experience; equivalent technical training and/or certifications can be substituted for academic degrees
Benefits
- Comprehensive healthcare for the employee at no monthly cost
- Healthcare benefit covers medical, prescription drug, dental, and vision
- Personal Time Off (PTO) Policy plus paid holidays
- Highly competitive compensation plan regularly calibrated against industry and location benchmarks
- 401(k) retirement plan with company-matching
- Employee Stock Ownership Plan (ESOP) – we’re all company owners!
- Flexible spending accounts
- Employee assistance program (EAP)
- Short- and long-term disability insurance
- Life and accident insurance
- Tuition assistance/Training/Workforce improvement reimbursement per year
- Spot bonuses for exceptional performance
- Annual Employee Recognition Awards with bonuses
- Employee Referral Program
- Free centralized, self-directed Learning Management System to learn at your own pace
- Personalized career growth plans for every employee
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