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Lead Service Desk Technician

3 hours ago

Vancouver, British Columbia, Canada SAIC Full time

We are currently seeking a motivated, customer service-oriented Lead Service Desk Technician.

This role will lead the Service Desk and serve as the direct escalation point for three other technicians assigned to support activities. Candidate must have at least 7 years of experience providing technical support. The position requires a positive customer-focused personality, creative problem-solving skills, high technical aptitude, being well-organized, the ability to multitask, and strong communication skills. The Lead Service Desk Technician will utilize practical knowledge of the organization's systems, applications, regulations, and best practices to lead a dynamic team to mission success.

ONSITE at the DOT location in Vancouver, WA

Core duties and responsibilities include the following:

  • Oversee quality of all support services provided by the service desk, including customer engagement, timeliness of resolution, escalations, ticket metadata, and overall quality of work performed.
  • Align service desk goals and performance in accordance with guidance provided by the IT Contract Supervisor.
  • Support the service desk staff on day-to-day issues by serving as the escalation point for junior, mid, and senior-level technicians and by tackling complex issues requiring advanced technical skills.
  • Assess, plan, assign/execute, monitor, and review service desk projects.
  • Monitor all tickets, remove blockers, and escalate issues as needed to the IT Contract Supervisor or other escalation points.
  • Create and maintain relevant documentation and knowledge artifacts for core service desk processes, additionally coaching the staff to normalize this into their daily workflow.
  • Oversee the maintenance of IT inventory records, work with IT management to help select and order equipment based on identified budget priorities, assist with scheduling the computer distribution and refresh cycle, and ensure the correct processing of IT equipment for storage, reassignment, or disposal.
  • Ensure that onboarding, transferring, and offboarding users are monitored, scheduled, processed, and documented according to departmental standards.
  • Ensure that conference rooms are in working order, maintained, and that planned conferences have the equipment ready for them.
  • Ensure summary status of Service Desk and all related issues and projects are reported upward to the IT Contract Supervisor.
  • Experience supporting Microsoft Office applications and Google Workspace applications is preferred.
  • Coordinate supply and repair services with manufacturers and vendors when needed.
  • Other related duties as assigned by the IT Contract Supervisor.

Requirements:

  • Must have a minimum of 7 years of work experience providing technical customer support through an IT service desk.
  • Must be able to work physically on-site at the Western Federal Lands Highway Division facility in Vancouver, Washington five days per week, eight hours per day.

  • Must possess a High School Diploma. Degree may be substituted with 4 additional years of related experience.

  • Candidate must be a U.S. citizen or green card holder who has resided in the U.S. for at least 3 years and who has the ability to obtain a Public Trust determination.